Direct reliable Managed IT service delivery at Bulletproof, using ITIL governance and operational data to strengthen customer experience. This versatile role serves Ontario and Atlantic Canada, with office attendance required when commuting distance applies. The Director of Managed Services leads service delivery across 24/7/365 Service Desk, Managed Infrastructure, and NOC/TOC teams. The mandate combines strategic planning, operational visibility, continuous improvement, financial management, and resilience. Success requires translating performance insights into action while maintaining client expectations, industry practices, and organizational objectives.

Key Responsibilities
Monitor infrastructure performance, ticket queues, events, and major incidents Lead Change Advisory Board, incident reviews, and service quality councils Analyze KPI trends, operational data,



and client feedback Support budgeting, capacity planning, pricing, and profitability analysis Ensure service continuity during major disruptions and operational growth

Requirements:
10+ years leading IT Operations, Managed Services, or Service Delivery Track record improving operational performance and customer satisfaction measurably Demonstrated high-impact incident, escalation, and crisis management experience Exceptional communication, coaching, executive presence, and collaboration abilities Knowledge of ITIL, ISO, NIST, SOC 2, and quality frameworks Apply your service delivery leadership, analytical judgment, and ITIL governance expertise to Bulletproof’s multi-client operations. #J-18808-Ljbffr

📌 Managed IT Service Delivery Director (Toronto)
🏢 Bulletproof Solutions
📍 Toronto