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About the Role

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 across Bulletproof’s full Managed IT (MSP) Service portfolio. This role combines strategic planning with hands-on operational oversight to drive performance, continuous improvement, financial efficiency, and team development.

Responsibilities

Support operational strategy, service delivery vision, and performance objectives for Managed IT Services.
Establish clear OKRs related to SLA performance, customer satisfaction, productivity, and team effectiveness.
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.
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.
Analyze KPI trends, operational data, and client feedback to identify improvement initiatives.
Sponsor and lead cross-functional projects such as new client onboarding, tool modernization, or launching new managed services.
Support budgeting, staff modeling, capacity planning, and operational expenditure efforts, providing cost saving recommendations.
Support pricing and profitability analysis for new and existing services.
Act as a key liaison between Managed Services and Customer Success, Sales, Other Service Delivery, HR, and Finance teams.
Lead, mentor, and develop the operations management team, including leaders for Service Desk, Infrastructure, and NOC/TOC.
Ensure the organizational structure, capacity, and skillsets scale effectively with business growth.
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.
Forecast operational demand and ensure adequate resources, tooling, and processes to support growth.
Ensure resilience of services during major disruptions, maintaining continuity for clients.

Requirements

10+ years in IT Operations, Managed Services, or Service Delivery leadership roles.
Proven experience leading Service Desk, Infrastructure, or NOC/TOC teams in a multi-client environment.
Strong expertise in ITIL-based service management; ITIL certification strongly preferred.
Demonstrated ability to manage high-impact incidents, escalations, and operational crises.
Experience with operational budgeting, cost management, and resource planning.
Track record of delivering measurable improvements in operational performance and customer satisfaction.
Exceptional leadership, team-building, and coaching abilities.
Strong communication and 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.
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, and SOC 2.

Skills

ITIL
ITSM platforms
Monitoring tools
Operational support technologies
Cloud infrastructure
Cybersecurity operations
MSP service models
Analytical skills
Quality frameworks
Compliance standards (ITIL, ISO, NIST, SOC 2)

Location

Ontario or Atlantic Canada (NB, NS, PEI, NL) (For Canada)

Work Type

Flexible work environment
Hybrid

Experience Level

Senior operational leader
10+ years in IT Operations, Managed Services, or Service Delivery leadership roles

Benefits

100% employer-paid medical, dental, and vision coverage
Company-matched RRSP program
Comprehensive travel medical coverage
Professional certification reimbursement
Mental Health Counselling and Family Assistance Program
Community involvement and volunteer opportunities
Dedicated volunteer time
Competitive Extended health care benefits ($1500 per year massage therapy coverage)
Goodlife Fitness corporate rate (25% off memberships)
Score-card performance bonus
Service award bonus

About the Company

Bulletproof helps organizations stay secure, compliant, and future-ready through Microsoft-powered technology solutions and managed services.
For over 20 years, Bulletproof has partnered with public sector organizations, regulated industries, and commercial businesses across North America.
Bulletproof is a trusted Microsoft solutions partner combining deep expertise in cybersecurity, cloud, compliance, and managed services with a people-first culture.

Equal Opportunity

Bulletproof is committed to creating a diverse environment and is proud to be an equal opportunity employer.
All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.
Bulletproof is also committed to compliance with all fair employment practices regarding citizenship and immigration status.