Director of MSP Operations & Strategy

Bulletproof Solutions Inc; Boston (MA); Hybrid; USD 150,000 - 230,000; Full time

Benefits offered by this job

Medical, dental, and vision insurance

Employer matched 401(k) plan

Disability and Life coverage

Performance bonus

Paid time off

Volunteer time

Certification reimbursement

Community involvement

Job summary

Bulletproof Solutions Inc. is seeking a Director of Managed Services to lead high‑performing MSP operations. You will drive service delivery, governance, and continuous improvement across the 24/7 Service Desk, Managed Infrastructure, and NOC/TOC, ensuring a best‑in‑class customer experience.

The role blends strategic planning with hands-on oversight, focusing on scalable processes, financial efficiency, and cross‑functional collaboration to support growth and operational resilience.

Qualifications

• 10+ years in IT operations, Managed Services, or Service Delivery leadership roles.
• Proven experience leading Service Desk, Infrastructure, or NOC/TOC teams.
• Strong ITIL-based service management; ITIL certification preferred.
• Experience with budgeting, cost management, and resource planning.
• Track record of improving operational performance and customer satisfaction.
• Leadership and executive communication skills.

Responsibilities

• Support operational strategy, service delivery vision, and performance objectives.
• Establish OKRs related to SLA performance, customer satisfaction, productivity, and team effectiveness.

Skills

ITIL Knowledge

Leadership

Service Delivery

Stakeholder Communication

Strategic Planning

Education

Bachelor's degree

ITIL Certification

Tools

ITSM platforms

Monitoring tools

Cloud infrastructure

Job description

Bulletproof Solutions Inc. is seeking a Director of Managed Services to lead high‑performing MSP operations. You will drive service delivery, governance, and continuous improvement across the 24/7 Service Desk, Managed Infrastructure, and NOC/TOC, ensuring a best‑in‑class customer experience.

The role blends strategic planning with hands-on oversight, focusing on scalable processes, financial efficiency, and cross‑functional collaboration to support growth and operational resilience.