Director – Managed Services
Bulletproof
full-time
Posted on:
Location Type: Hybrid
Location: Fredericton • Canada
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Job Level
Tech Stack
About the role
- Support operational strategy, service delivery vision, and performance objectives for Bulletproof’s 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.
- Oversee budgets, staffing models, capacity planning, and operational expenditure, providing cost saving recommendations.
- 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.
- 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.
Benefits
- Comprehensive Health, Dental, and Vision Insurance
- Optional Health 100% Employer Paid Health and Dental Plan
- Vacation Time
- RRSP Savings Plan with 100% match up to 3% of your salary
- Annual Discretionary Bonus
- Anniversary Reward Bonus
- Educational Assistance Program
- Additional Mental Health Benefits through our Employee Assistance Program
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
ITILoperational budgetingcost managementresource planningincident managementKPI analysisservice managementcloud infrastructurecybersecurity operationsoperational performance improvement
Soft Skills
leadershipteam-buildingcoachingcommunicationexecutive presencecollaborationanalytical skillsproblem-solvingmentoringclient escalation management
Certifications
ITIL certification