Title: Managed Services Director
Location: Ontario or Atlantic Canada (NB, NS, PEI, NL)
Work Arrangement: This role supports a flexible work environment; however, employees who are located within commuting distance of a company office are expected to work from the office in accordance with the company's current workplace policy.
Compensation for this role is determined based on several factors, including geographic location, relevant experience, demonstrated skill set, and qualifications.
Position Summary:
The Director of Managed Services is a senior operational leader responsible for delivering reliable, high-quality Managed IT services and ensuring an exceptional customer experience acrossBulletproof'sfull Managed IT (MSP) Service portfolio, including 24/7/365 Service Desk, Managed Infrastructure, and Managed Operations Center (NOC/TOC). This role combines strategic planning with hands-on operational oversight, ensuring that service delivery meets organizationalobjectives, client expectations, and industry best practices. The Director drives operational performance, continuous improvement, financial efficiency, and team development while creating a scalable, resilient service delivery model that supports company growth.
Key Responsibilities:
Operational Strategy & Leadership
- Supportoperational strategy, service delivery vision, and performanceobjectivesforBulletproof'sManagedITServices.
- Establish clear OKRs related to SLA performance, customer satisfaction, productivity, and team effectiveness.
Service Management, Governance & Process Excellence
- Implement and govern ITIL-aligned processes across Service Desk, Infrastructure, and Operations Center teams.
- Lead governance bodies such as Change Advisory Board, major incident reviews, and service quality councils.
Service Delivery Oversight
- Maintain visibility into ticket queues, infrastructure performance, NOC/TOC event flows, and major incidents.
- Respond to elevated client escalations and guide high-impact incident resolution efforts.
Continuous Improvement & Operational Projects
- Analyze KPI trends, operational data, and client feedback toidentifyimprovement initiatives.
- Sponsor and lead cross-functional projects such as new client onboarding, tool modernization, or launching new managed services.
Financial & Resource Management
- Support budgeting, staff modeling, capacity planning, and operational expenditure efforts, providing cost saving recommendations.
- Support pricing and profitability analysis for new and existing services.
Cross-Functional Collaboration
- Act as a key liaison between Managed Services and Customer Success, Sales,Other Service Delivery, HR, and Financeteams.
People Leadership & Team Development
- Lead, mentor, and develop the operations management team, including leaders for Service Desk, Infrastructure, and NOC/TOC.
- Ensure the organizational structure, capacity, and skillsetsscaleeffectively with business growth.
Quality Assurance, Compliance & Risk Management
- Ensure operations meet internal quality standards and align to industry best standards.
- Collaborate with security and compliance teams to prepare for and pass operational audits.
Capacity Planning & Business Continuity
- Forecast operational demand and ensure adequate resources, tooling, and processes to support growth.
- Ensure resilience of services during major disruptions,maintainingcontinuity for clients.
Qualifications:
Required Experience & Background
- 10+ years in ITOperations, Managed Services, or Service Delivery leadership roles.
- Proven experience leading Service Desk, Infrastructure, or NOC/TOC teams in a multi-client environment.
- Strongexpertisein ITIL-based service management; ITIL certificationstronglypreferred.
- Demonstrated ability to manage high-impact incidents, escalations, and operational crises.
- Experience with operational budgeting, cost management, and resource planning.
- Track recordof delivering measurable improvements in operational performance and customer satisfaction.
Leadership & Management Skills
- Exceptional leadership, team-building, and coaching abilities.
- Strong communicationand executive presence, able to present complex operational details in a clear, business-focused manner.
- Ability to lead cross-functional initiatives and collaborate effectively across departments.
- Skilled at balancing strategic planning with hands-on operational oversight.
Technical & Operational Skills
- Deep understanding of ITSM platforms, monitoring tools, and operational support technologies.
- Familiarity with cloud infrastructure, cybersecurity operations, and modern MSP service models.
- Strong analytical skills with the ability to interpret operational data and turn insights into action.
- Knowledge of quality frameworks and compliance standards such as ITIL, ISO, NIST,andSOC 2.
Perks & Benefits - What's in it for you?
- 100% employer-paid medical, dental, and vision coverage
- Company-matched RRSP program
- Comprehensive travel medical coverage
- Professional certification reimbursement for relevant career development
- Mental Health Counselling and Family Assistance Program
- Community involvement and volunteer opportunities
- Give back while getting paid with dedicated volunteer time
- Competitive Extended health care benefits ($1500 per year massage therapy coverage)
- Goodlife Fitness corporate rate - It's 25% off memberships
- Recognition and rewards, including score-card performance bonus, and service award bonus
