Lead Managed IT operations for Bulletproof across Ontario or Atlantic Canada, combining ITIL expertise with strategic and hands-on service oversight. The role supports a flexible work environment, with office attendance expected within commuting distance. As Director of Managed Services, you will oversee Bulletproof’s full Managed IT service portfolio, including 24/7/365 Service Desk, Managed Infrastructure, and NOC/TOC operations. You will guide operational strategy, customer experience, performance improvement, financial efficiency, and team development. This senior leadership role requires strong service delivery experience across multi-client environments. Key Responsibilities:

Establish OKRs for SLA performance, satisfaction, productivity, and team effectiveness Govern ITIL-aligned processes across Service Desk, Infrastructure, and Operations Center teams Guide escalations, major incidents, ticket queues,



and NOC/TOC event flows Sponsor onboarding, tool modernization, and recent managed services projects Lead operations managers across Service Desk, Infrastructure, and NOC/TOC Requirements:

10+ years in IT Operations, Managed Services, or Service Delivery leadership Experience leading multi-client Service Desk, Infrastructure, or NOC/TOC teams Strong ITIL-based service management expertise; certification strongly preferred Experience managing incidents, escalations, budgets, costs, and resources Knowledge of ITSM platforms, monitoring tools, cloud, cybersecurity, and compliance Bring ITIL leadership, operational discipline, and service delivery expertise to Bulletproof’s Managed IT organization across Eastern Canada.

📌 Managed Services Operations Director (Toronto)
🏢 Bulletproof Solutions
📍 Toronto