Director of Managed Services in Kelowna

People First Solutions; Vancouver; On-site; CAD 90,000 - 120,000; Full time

Job summary

A leading IT services provider in Vancouver is seeking a Director of Managed Services to lead the strategy and delivery of exceptional IT services. The ideal candidate will have over 5 years of experience in a leadership role within an MSP, with a strong focus on client satisfaction and operational excellence. Responsibilities include leading service teams, setting and exceeding SLAs, and fostering a culture of continuous improvement. This position offers the opportunity to shape the client experience and drive business growth.

Qualifications

• 5+ years in a leadership role within a Managed Services Provider (MSP).
• Strong understanding of MSP business models and service delivery frameworks.
• Exceptional communication, organization, and collaboration skills.

Responsibilities

• Lead and inspire Help Desk Team and Field Technicians.
• Build and execute service delivery strategies aligned with business goals.
• Serve as a senior escalation point for complex client issues.
• Implement ITIL-based practices for incident and request management.

Skills

Service delivery management

Leadership in MSP environments

ITIL practices

Client relationship management

Team building

Education

Post-secondary education in Information Technology or related field

Active ITIL certification

Job description

Northern Computer helps organizations thrive in a fast-changing digital world, delivering secure, reliable, and innovative IT solutions that keep businesses moving forward. The team protects sensitive data, solves complex technology challenges, and delivers exceptional, client-centric service. Trusted by businesses, not-for-profits, and municipalities, where long-term partnerships are based on trust, transparency, and measurable results. Northern Computer is searching for a Director of Managed Services.

The Role:

The Director of Managed Services leads the strategy and delivery of exceptional IT services, ensuring clients receive reliable, high-quality support. Reporting to the General Manager, this role drives operational excellence, exceeds client SLAs, and fosters clear, proactive communication. This individual will shape the client experience, build and inspire a high-performing service team, and scale delivery to support business growth. The ideal candidate has a proven track record leading Managed Services teams in an MSP environment and thrives in a fast-paced, client-led culture.

The Responsibilities:

• Lead and inspire the Help Desk Team, Service Delivery Managers, and Field Technicians to deliver reliable, high-quality IT services
• Build and execute service delivery strategies that align with business goals and drive client success
• Set and exceed SLAs and KPIs while streamlining processes for scalability and efficiency
• Serve as the senior escalation point, working with the team to resolve complex client issues quickly, championing customer advocacy, and protecting key relationships
• Foster a culture of accountability, collaboration, and continuous improvement through clear expectations and performance reviews
• Standardize and automate tools, processes, and reporting to boost performance, visibility, and knowledge sharing
• Implement ITIL-based practices for incident, problem, change, and request management
• Recruit, mentor, and grow high-performing service delivery teams with ongoing training, certification, and professional development

The Requirements:

• Post-secondary education in Information Technology or related field, an active ITIL certification is an asset
• 5+ years in a leadership role within a Managed Services Provider (MSP)
• Demonstrate a strong understanding of MSP business models, ITIL practices, service delivery frameworks, and the management of SLAs and KPIs
• Has a proven track record of leading Service Delivery Managers, Team Leads, and technical teams to achieve operational excellence and client satisfaction
• Thrive in a fast-changing, entrepreneurial environment where there is a balance between strategic planning and hands-on execution
• Exhibit exceptional communication, organization, and collaboration skills, with the ability to influence, guide clients, and inspire teams
• Embrace continuous learning, adaptability, and process improvement to keep service delivery innovative and effective

We are an equal opportunities employer and welcome applications from all qualified candidates.