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 workplace, 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)
🏢 Gaming-Lab
📍 Toronto