Director of Managed Services

About Uzado

Uzado is a Canadian MSP and MSSP that delivers integrated IT, cybersecurity, and compliance services from end to end. The company works with organizations that need support across frameworks such as SOC 2, ISO 27001, PCI DSS, GDPR, and NIST, combining security, operations, and regulatory requirements into one managed service model.

Its mission is centered on dependable service now and stronger resilience over time, supported by close client partnerships, modern technology, and a team that focuses on building as well as protecting.

Role Summary

Uzado is hiring a Director of Managed Services to lead and scale the Managed Services business unit. This senior leadership position is responsible for both client relationship health and the financial performance of the unit. The successful candidate will oversee service delivery, ensure a consistently strong client experience, and introduce AI-enabled tools, including Claude, to raise efficiency, quality, and profitability across operations.

This is a leadership role for someone who can confidently discuss business outcomes with executives while also understanding the technical systems that support service delivery.

Customer Relationships and Retention

• Act as a senior contact for major managed services clients and build long-term relationships that support renewals, growth, and referrals.
• Monitor client satisfaction, spot accounts that may be at risk, and lead escalation handling and resolution.
• Work with Sales and Account Management to support renewals, upsells, and onboarding transitions for new managed services clients.
• Keep service delivery, reporting, and communication aligned with Uzado’s client-first and compliance-focused approach.

Business Performance and Operations

• Take ownership of the Managed Services P&L, including revenue goals, margin results, labor efficiency, and cost control.
• Build and manage staffing, capacity, and resourcing plans that maintain quality while controlling delivery costs.
• Find and implement ways to improve operations through automation, standardized processes, and AI-supported workflows.
• Track and present business metrics such as SLA performance, ticket volume and resolution, churn, margin, and utilization to executive leadership on an ongoing basis.
• Oversee vendor and software licensing relationships and their associated costs across the managed services technology environment.

Service Delivery Leadership

• Lead, coach, and support the managed services delivery team, including helpdesk, NOC/SOC coordination, and technical leads.
• Own SLA outcomes and promote continual improvement across monitoring, patching, endpoint management, and support activities.
• Ensure delivery methods meet client contracts and compliance commitments.
• Drive adoption of AI tools, including Claude, in delivery workflows to improve response speed, documentation quality, and technician productivity.

Cross-Functional Collaboration

• Partner with SecOps and GRC teams to provide clients with a smooth service experience across IT, security, and compliance.
• Work with Sales to scope new managed services engagements accurately and in a way that supports profitability.
• Represent the Managed Services unit in leadership planning, budgeting, and strategic discussions.

Required Qualifications

• At least 7 years of progressive leadership experience in an MSP or MSSP setting, with direct accountability for P&L or a business unit.
• Proven ability to manage executive-level customer relationships, including escalations and retention responsibilities.
• Strong financial understanding, including experience with budgets, margin goals, and staffing or utilization models in a services business.
• Demonstrated people leadership experience managing technical delivery teams.

Technical Environment

The following platforms and frameworks are preferred but not mandatory:

• ConnectWise for service delivery, ticketing, and project operations
• Vanta for compliance automation and GRC processes
• SOC 2 Type II, including audit cycles, control frameworks, and client compliance responsibilities
• SentinelOne for endpoint detection and response
• Huntress for SIEM, XDR, and security awareness or phishing tools
• Qualys for vulnerability scanning and management
• Gurucul for UEBA and advanced threat detection
• KnowBe4 for phishing simulations and security awareness training
• Lansweeper for IT asset discovery and inventory tracking
• Okta for identity and access management
• Fortinet for firewall and network security administration
• Microsoft Azure and Microsoft 365 for cloud infrastructure and productivity platform management

Additional Information

This role is fully remote and is part of the Managed Services / Operations department. It is a full-time position based in Canada.