Director of Managed Services

Director of Managed Services in Kelowna

Status: Active

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

Our goal at People First Solutions is to hire top performers for our clients. To this end, our selection process is thorough, enabling us to collect very detailed information. We base our selection process on Topgrading , a proven method that allows our clients’ to effectively match top performing candidates to key leadership roles. As well, we integrate TalentSorter , a behavioural science based assessment tool to help companies hire for “fit.”

If you possess the fundamental skills, experience and education required to be successful in this role we invite you to provide a cover letter and résumé in PDF, in confidence to either Bob Murray or Adrienne Giffen.

Bob Murray

Adrienne Giffen

We thank all applicants for their interest in this role.