Managed Service Director

Bulletproof Solutions Inc•Boston, MA

About The Position

The Director of Managed Services is a senior operational leader responsible for delivering reliable, high-quality Managed IT services and an exceptional customer experience across Bulletproof’s full Managed IT service portfolio. This includes a 24/7/365 Service Desk, Managed Infrastructure, and Managed Operations Center (NOC/TOC). The role combines strategic planning with hands-on operational oversight to ensure service delivery meets organizational objectives, client expectations, and industry best practices. The Director drives operational performance, continuous improvement, financial efficiency, and team development while building a scalable, resilient service delivery model that supports company growth. The role supports a flexible work environment. Employees located within commuting distance of a company office are expected to work from the office in accordance with the company’s current workplace policy. The position is based in the Eastern or Central Time Zones. Compensation is determined by factors including geographic location, relevant experience, demonstrated skills, and qualifications.

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.
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, with the ability to present complex operational details clearly and in a business-focused manner.
Ability to lead cross-functional initiatives and collaborate effectively across departments.
Ability to balance strategic planning with hands-on operational oversight.
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 and 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.

Nice To Haves

ITIL certification is strongly preferred.

Responsibilities

Support operational strategy, service delivery vision, and performance objectives for Bulletproof’s Managed IT Services.
Establish 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, including the 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, and launching new managed services.
Support budgeting, staff modeling, capacity planning, and operational expenditure efforts, and provide cost-saving recommendations.
Support pricing and profitability analysis for new and existing services.
Serve 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 organizational structure, capacity, and skillsets scale effectively with business growth.
Ensure operations meet internal quality standards and align with 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 service resilience during major disruptions and maintain continuity for clients.

Benefits

100% employer-paid medical, dental, and vision coverage.
Company-matched RRSP program.
Comprehensive travel medical coverage.
Professional certification reimbursement for relevant career development.
Mental Health Counselling and Family Assistance Program.
Community involvement and volunteer opportunities.
Dedicated paid volunteer time.
Extended health care benefits, including $1,500 per year in massage therapy coverage.
Goodlife Fitness corporate rate with 25% off memberships.
Recognition and rewards, including score-card performance bonus and service award bonus.