General Manager

Purpose

The General Manager (GM) is responsible for leading day-to-day operations and overall business performance, ensuring service excellence, commercial discipline, and financial performance across all departments.

This role is designed for a leader with a strong Managed Service Provider (MSP) background, capable of running a multifunctional operation with clear accountability, a structured operating rhythm, and scalable processes. The GM owns execution: translating strategy into reliable delivery, profitable operations, efficient resourcing, and consistent customer outcomes.

Work Overview

1) Business, Operational & Commercial Leadership

• Lead the overall day-to-day operations of the company across MSP, Projects, Procurement, HR/Admin, Sales coordination, and internal support functions
• Translate company goals into clear operational plans and measurable targets
• Establish operating cadence (daily/weekly/monthly) including reviews, reporting and accountability
• Ensure commercial discipline in delivery: scope control, delivery cost management, and margin protection
• Drive standardization of processes, SOPs, tooling, and execution quality across the business

2) MSP Delivery Governance (via IT Operations Manager)

• Govern MSP operations while delegating daily service execution to the IT Operations Manager (Lead Technical Consultant).
• Ensure contracted SLAs and MSAs are consistently met or exceeded
• Review operational performance trends: backlog, SLA breaches, escalations, utilisation, CSAT
• Act as escalation point for major incidents and high-impact customer issues
• Drive continuous improvement to move service delivery from reactive to proactive

3) Projects Oversight & Delivery Alignment

• Lead and hold the Projects team accountable for schedule, quality, and commercial outcomes
• Ensure Projects delivery aligns to scope and margin expectations through clear change control
• Standardise project governance: kickoffs, reporting, escalation, closure processes
• Improve coordination between Projects, MSP, Procurement, and Finance to remove delivery bottlenecks

4) Financial & Commercial Oversight

• Own operational P&L performance, ensuring profitability through utilisation control, delivery efficiency, and cost discipline
• Drive accurate forecasting of:
• delivery capacity and staffing needs
• project and MSP delivery costs
• renewal and resource demand planning
• Work with Finance to improve:
• billing accuracy
• invoicing governance
• revenue leakage prevention
• vendor payment discipline aligned to delivery milestones
• Support pricing models, service packaging, margin optimisation, and commercial decision-making

5) People Leadership & Performance Culture

• Lead, mentor, and performance-manage department heads, team leads and managers
• Ensure clear role definitions, accountability and measurable KPIs across the organisation
• Own resourcing strategy with HR, including hiring plans, onboarding, training and retention
• Build a culture of ownership, professionalism, and customer advocacy

6) Process, Governance, Risk & Compliance

• Ensure adherence to company policies, customer contracts, and compliance frameworks
• Maintain readiness for audits, certifications, and regulatory requirements (where applicable)
• Own risk registers for delivery, resourcing, vendor and customer-impact risks
• Ensure business continuity planning and operational readiness for service disruptions

7) Strategic Execution & Scaling

• Convert company strategy into executable operational programmes
• Support business growth initiatives and new service launches
• Provide structured data-driven insights to leadership for decision-making
• Drive maturity of operations and management reporting

Key Success Metrics

• SLA attainment and CSAT performance
• Gross margin and service profitability
• Engineer utilisation and delivery efficiency
• Revenue leakage reduction and billing accuracy
• Churn rate and renewal performance (supported through service delivery trust)
• Incident resolution time and escalation frequency

QUALIFICATIONS AND EDUCATION REQUIREMENTS

Experience

• 8–12+ years in IT services, MSP, or systems integrator environments
• Proven leadership experience managing multi-disciplinary technical and operations teams
• Strong background in service delivery governance, customer management and escalation handling
• Experience scaling operations in growing MSP environments

Skills & Competencies

• Strong operational, commercial and financial acumen
• Deep understanding of MSP delivery models and tooling (ITSM, PSA, RMM)
• Excellent people leadership, stakeholder management, and communication skills
• Calm, structured decision-maker under pressure

Personal Attributes

• Highly accountable and execution-focused
• Customer-centric but commercially disciplined
• Process-driven with a continuous improvement mindset
• Comfortable leading through change and ambiguity

Job Type: Full-time