Director of Managed Services

Director of Managed Services

Company: Uzado Inc. Location: Fully Remote Department: Managed Services / Operations Employment Type: Full-Time

About Uzado

Uzado is a Canadian B2B Managed Service Provider (MSP) and Managed Security Service Provider (MSSP) delivering end-to-end IT, cybersecurity, and compliance solutions. As a compliance-led MSP, Uzado integrates security, IT operations, and regulatory compliance into a single, predictable service experience for organizations navigating frameworks such as SOC 2, ISO 27001, PCI DSS, GDPR, and NIST.

Our mission is simple: Reliability Today. Resilience for Tomorrow. We deliver on that promise through genuine client relationships, cutting-edge technology, and a team that doesn't just protect — it architects.

Position Overview

Uzado is seeking a Director of Managed Services to lead and grow our Managed Services business unit. This is a senior leadership role accountable for two core outcomes: customer relationship health and business unit profitability. The Director will own the operational and financial performance of the Managed Services practice, ensure service delivery consistently meets or exceeds client expectations, and drive the strategic use of AI-powered tools — including Claude — to improve efficiency, quality, and margin across the business unit.

This role requires a leader who is equally comfortable in a boardroom conversation with a client executive and in the technical detail of the platforms that power our service delivery.

Key Responsibilities

Customer Relations & Retention

• Serve as an executive-level point of contact for key managed services clients, building trusted relationships that drive retention, expansion, and referrals.
• Own client satisfaction outcomes, including proactively identifying at-risk accounts and leading resolution efforts for escalated service issues.
• Partner with Sales and Account Management to support renewals, upsells, and the transition of new clients into managed services.
• Ensure service delivery, reporting, and communication consistently reflect Uzado's people-first culture and compliance-led positioning.

Business Unit Profitability & Operations

• Own the P&L for the Managed Services business unit, including revenue targets, margin performance, labor utilization, and cost management.
• Develop and manage staffing, capacity, and resourcing plans to balance service quality against delivery cost.
• Identify and execute opportunities to improve operational efficiency, including automation, process standardization, and AI-assisted workflows.
• Report on business unit KPIs (SLA performance, ticket volume/resolution, churn, margin, utilization) to executive leadership on a regular cadence.
• Manage vendor and licensing relationships and costs across the managed services technology stack.

Service Delivery Leadership

• Lead and mentor the managed services delivery team (helpdesk, NOC/SOC coordination, technical leads) to ensure consistent, high-quality service execution.
• Own SLA performance and drive continuous improvement across monitoring, patching, endpoint management, and support functions.
• Ensure delivery practices align with Uzado's contractual and compliance obligations to clients.
• Champion the adoption of AI tooling (including Claude) within delivery workflows to improve response times, documentation quality, and technician productivity.

Cross-Functional Collaboration

• Work closely with the Security/Compliance (SecOps and GRC) teams to ensure a cohesive, end-to-end service experience for clients across IT, security, and compliance.
• Partner with Sales to scope new managed services engagements accurately and profitably.
• Represent the Managed Services business unit in leadership planning, budgeting, and strategy discussions.

Required Qualifications

• 7+ years of progressive leadership experience in a Managed Service Provider (MSP) or Managed Security Service Provider (MSSP) environment, including direct P&L or business unit ownership.
• Demonstrated success managing customer relationships at an executive level, including escalation management and retention accountability.
• Strong financial acumen — experience owning budgets, margin targets, and utilization/staffing models for a services business unit.
• Proven people leadership experience managing technical delivery teams.

Technical Proficiency

Candidates ideally (not mandatory) have hands-on or leadership-level proficiency with the following platforms and frameworks:

• ConnectWise (PSA/RMM) — service delivery, ticketing, and project operations
• Vanta — compliance automation and GRC tooling
• SOC 2 Type II — audit lifecycle, control frameworks, and client compliance obligations
• SentinelOne — endpoint detection and response (EDR/XDR)
• Huntress — SIEM, XDR, and security awareness/phishing platforms
• Qualys — vulnerability management and scanning
• Gurucul — UEBA and advanced threat detection
• KnowBe4 — phishing simulation and security awareness training
• Lansweeper — IT asset discovery and inventory management
• Okta — identity and access management
• Fortinet — firewall and network security management
• Microsoft Azure and Microsoft 365 (O365) — cloud infrastructure and productivity platform administration