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.

• 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.

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.

• 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.
• Support pricing and profitability analysis for new and existing services.

• 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…