Senior MSP General Manager - Growth & Operations (Canberra)

We are working with a Canberra-founded Managed Services Provider delivering managed IT, cyber security, cloud, consulting and digital transformation services to a diverse national client base. They partner with organisations across Australia ranging from small and medium-sized businesses through to large enterprise and government agencies. Their work spans a broad mix of industries including critical infrastructure, qualified services, and regulated environments where reliability, security and responsiveness are essential. The business delivers end-to-end technology support across service desk, infrastructure, networking, cloud platforms, cyber security, software development and business applications. With a team of 60+ professionals, they are known for combining strong technical capability with a highly responsive, customer-focused approach. The organisation is in a strong growth phase and continues to expand both its service capability and client footprint across Australia. The Opportunity This organisation is seeking a high-calibre General Manager to take ownership of day‑to‑day operational performance and drive the next phase of growth. Reporting directly to the CEO, this is a senior executive role with full accountability for service delivery, technical operations, customer experience, workforce performance and commercial outcomes. This is a hands‑on leadership role in a complex MSP environment. You will be responsible for ensuring operational consistency, improving utilisation, lifting service performance and building scalable systems that support continued growth. You will lead three senior managers and provide broader leadership across a team of 60+, with direct influence over structure, capability, culture and delivery standards. This role will suit someone who is equally comfortable in operational detail and executive‑level decision making, with the ability to move between technical conversations, customer engagement and commercial strategy. The Role In this role you will:
- Lead day to day operations across service delivery and technical teams, managing senior leaders and driving accountability, consistency and continuous improvement across the business
- Directly oversee performance across service desk, infrastructure, cloud, cyber and development functions, ensuring SLA delivery, operational efficiency and alignment to client and business needs
- Own workforce planning, utilisation and resourcing across billable teams while balancing demand, capacity and profitability
- Build strong client relationships, lead strategic service conversations and contribute to budgeting, forecasting and broader business growth initiatives. Mentor leaders, develop talent and foster a high performing, collaborative culture focused on ownership and continuous improvement The Ideal Person This role will suit a seasoned MSP leader who brings both operational discipline and commercial awareness. You will bring
- Proven senior leadership experience within a Managed Services Provider environment
- Strong technical breadth across infrastructure, cloud, cyber security, service desk and software environments
- Demonstrated success leading teams of 50+ staff across multiple disciplines
- Deep experience in utilisation management, workforce planning and operational optimisation
- Strong commercial acumen with accountability for budgets, profitability and performance
- Confidence managing SLAs, escalations and client‑facing service delivery
- Exceptional communication skills with the ability to engage at all levels
- A pragmatic, grounded leadership style with strong cultural awareness
- Project management qualification (PRINCE2, PMP or equivalent) Salary / Rate Remuneration will be negotiated based on the successful candidate’s skills, experience, and overall fit for the role. HorizonOne is committed to building a diverse and inclusive workforce and we encourage applications from people of all cultures, capabilities and backgrounds. Apply on Kit Job: kitjobau.com/job/3rpobm