Director, Managed Services

Who We Are: 
 

Headquartered in Canada with locations across the United States and around the globe with a footprint on six continents, Bulletproof, a GLI company has decades of technology, security, and compliance expertise. Bulletproof’s work in the security space has been recognized nationally and globally with Microsoft’s global Security Partner of the Year and the Microsoft Security Trail-Blazer Award.  

At Bulletproof, our vision is to serve, secure, and empower the world through people and technology; one customer at a time. We believe everyone has the right to feel safe and secure. Our mission is to serve and protect organizations to ensure their success.  

What we have to offer: 

Challenging Work - We love solving highly complex problems. Across our teams and in all roles, every employee is empowered to bring their best ideas forward and to jump in and solve the problems they're passionate about.  

Great People - We are stronger, together, when we are open, honest, and above all, real. Every person is valued here and plays an important role in our shared success.  

Global Impact - As a global team spanning continents, boundaries, and cultures, every day we are inspired by the impact our work has on our colleagues, our customers, our communities, and the world at large.  

Diversity, Equity and Inclusion - We celebrate each other’s differences, continuously strive for equality and recognize that inclusion makes us stronger as individuals, a company and a global citizen.  

Position Summary: 

The Director of Managed Services located in either Moncton or Fredericton, NB is a senior operational leader responsible for delivering reliable, high-quality Managed IT services and ensuring an exceptional customer experience across Bulletproof’s full Managed IT (MSP) Service portfolio, including 24/7/365 Service Desk, Managed Infrastructure, and Managed Operations Center (NOC/TOC). This role combines strategic planning with hands-on operational oversight, ensuring that service delivery meets organizational objectives, client expectations, and industry best practices. The Director drives operational performance, continuous improvement, financial efficiency, and team development while creating a scalable, resilient service delivery model that supports company growth. 
 
Key Responsibilities 

Operational Strategy & Leadership 

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. 

Service Management,  Governance & Process Excellence 

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.
 

Service Delivery Oversight 

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. 

Continuous Improvement & Operational Projects 

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. 

Financial & Resource Management 

Oversee budgets, staffing models, capacity planning, and operational expenditure, providing cost saving recommendations. 

Support pricing and profitability analysis for new and existing services. 

Cross-Functional Collaboration 

Act as a key liaison between Managed Services and Customer Success, Sales, Other Service Delivery, HR, and Finance teams. 

People Leadership & Team Development 

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. 

Quality Assurance, Compliance & Risk Management 

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. 

Capacity Planning & Business Continuity 

Forecast operational demand and ensure adequate resources, tooling, and processes to support growth. 

Ensure resilience of services during major disruptions, maintaining continuity for clients. 

Qualifications 

Required Experience & Background 

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. 

Leadership & Management Skills 

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. 

Skilled at balancing strategic planning with hands-on operational oversight. 

Technical & Operational Skills 

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 

Equal Opportunity Statement:   
Bulletproof is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. Bulletproof is also committed to compliance with all fair employment practices regarding citizenship and immigration status.