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 adaptable 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 new 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