General Manager – Managed Services

Position Description

The General Manager – Managed Services is responsible for the strategy, performance and growth of Kytec’s Managed Services practice. As a member of the leadership team, the role owns the practice profit and loss, leads the team leaders and engineers who deliver it, and is accountable for the quality and commercial performance of every managed services engagement.

The primary objective is to meet all Service Level Agreements (SLAs) without exception while growing annuity revenue and practice profitability. The role is also the primary point of contact for a small group of enterprise customers, carrying direct service delivery management responsibility for those accounts, and leads the build of Kytec’s ITSM practice on Salesforce Agentforce IT Service.

Responsibilities:

Practice leadership and strategy

• Own the strategy, direction and annual plan for the Managed Services practice.
• Define the service catalogue, commercial models and pricing in conjunction with the leadership team.
• Contribute to company strategy and planning as a member of the Kytec leadership team.
• Develop new service offerings that extend the practice’s addressable market.
• Maintain strategic relationships with key technology partners, and use partner programs, certifications and funding to the practice’s advantage.
• Represent Managed Services internally and externally, including at vendor and industry events.

Financial performance and growth

• Own the Managed Services profit and loss, including revenue, gross margin and cost base.
• Develop and manage the practice budget, forecasts and resourcing plan.
• Grow annuity revenue through retention, expansion within existing accounts and support of new business.
• Ensure utilisation and profitability targets are met across the delivery teams.
• Work with the sales team on managed services opportunities, proposals and pricing.

Leadership and team co-ordination

• Lead, manage and develop the team leaders reporting into the practice, including the Cloud and Infrastructure Team Leader.
• Build a high-performance culture focused on collaboration, accountability and continuous improvement.
• Own team performance against KPIs, and ensure every team member has clear goals and a development plan.
• Ensure resourcing, skills and certifications meet current and forecast demand.
• Drive hiring, retention, succession and capability planning across the practice.

Enterprise customer ownership

• Act as the primary point of contact for an assigned group of enterprise customers.
• Chair regular service reviews and report on SLA performance, trends, risks and improvement actions.
• Own major incidents, executive escalations and service recovery for those accounts.
• Develop account strategies that protect renewal and identify growth opportunities.
• Maintain accurate service documentation, service catalogues and customer environment records.

Service delivery and operational excellence

• Ensure SLAs are consistently met across incidents, requests, changes and problems.
• Maintain ITIL-aligned service management processes across the practice.
• Oversee the 24/7 monitoring and proactive service capability.
• Drive automation, standardisation and repeatable delivery models to lift efficiency and consistency.
• Monitor ticket quality, backlog and workload distribution across the teams.

ITSM practice development

• Lead the build of Kytec’s ITSM practice on Salesforce Agentforce IT Service.
• Develop the delivery methodology, reusable intellectual property and commercial shape of the ITSM offering.
• Work with Kytec’s Salesforce practice and with Salesforce as a vendor to align capability, certification and roadmap.

ISO 27001 and security support

• Support implementation and adherence to ISO 27001 controls.
• Ensure practice processes, tooling and customer environments meet Kytec’s security and compliance obligations.
• Assist with internal security practices and compliance activities, including audit preparation.

Compliance and company policies

• Adhere to company policies, procedures, and security standards.
• Promote a positive and collaborative team culture aligned with company values.

What We Offer

Kytec values dedication, innovation, and creativity. We reward our team with:

• Competitive remuneration packages.
• Professional development and certification opportunities.
• A flexible working environment that supports work-life balance.

About Kytec

Kytec is a highly regarded digital transformation consultancy. Our organisation is built on a core practice model, ensuring deep expertise in each technology we deliver. We are known for innovation, creative thinking, and technical excellence, with a strong focus on measurable customer outcomes. Our Australian-based team includes architects, engineers, consultants, and developers, offering 24×7 support and end-to-end solutions.