Job Description

General Manager – Professional Services in a growing Australian software business
Build and scale a customer-facing function | Commercial ownership

This is a rare opportunity to take ownership of a critical customer-facing function within a growing Australian B2B software company. We’re looking for an experienced Professional Services leader who can run the function as a business within the business, bringing together customer outcomes, commercial performance, operational discipline and team capability.

This isn’t a traditional program management or governance role. You’ll be responsible for building a scalable operating model, strengthening leadership capability and creating the commercial visibility needed to support continued growth. You’ll remain close to critical customer engagements, but your greatest impact will come from building the systems, leaders and accountability that enable the function to perform without relying on individual heroics.

What You’ll Own

• The commercial and operational performance of a customer-facing Professional Services function
• Revenue, margin, utilisation, forecasting and resourcing
• Successful delivery of large, complex software implementations
• Customer outcomes and relationships with senior stakeholders
• The development of a scalable operating model
• Portfolio governance, reporting, risk and change management
• Resource and capacity planning
• Leadership capability, accountability and team performance
• Cross-functional alignment across Product, Engineering, Sales, Finance and Customer Success

What You’ll Be Doing

• Build and scale the function to support continued customer and business growth
• Establish clear operating rhythms, performance measures and decision rights
• Improve visibility across financial performance, portfolio health, capacity and risk
• Strengthen delivery consistency, predictability and commercial outcomes
• Develop leaders and create greater accountability throughout the team
• Build the systems and processes that reduce reliance on executive intervention
• Manage key senior customer relationships and step into critical situations when required
• Balance customer commitments with commercial priorities, platform capability and available capacity
• Work closely with the executive team on resourcing, priorities and business decisions
• Create a culture of ownership, continuous improvement and consistent execution

What You’ll Bring

• Experience leading a customer-facing Professional Services, Implementation or software services function
• A track record of building or significantly scaling a function, not simply maintaining or incrementally improving one
• Direct accountability for revenue, margin, utilisation, forecasting and financial performance
• Experience managing a function across commercial performance, customer outcomes, operations, governance and organisational capability
• Success working in a founder-led, growth-stage or similarly fast-moving software environment
• Experience leading managers and developing capability through leadership layers
• Strong commercial judgement and the confidence to make difficult decisions
• Experience managing large, complex software implementations and senior customer relationships
• The ability to create structure and clarity in an evolving environment
• Strong executive communication skills, supported by specific and measurable examples of impact

Your Leadership Style

• You’re comfortable moving between strategy and critical operational detail, but you don’t make the function dependent on you.
• You build capable leaders, introduce effective systems and create clear accountability. You’re collaborative, but also decisive. You can challenge constructively, make commercially sound decisions and maintain momentum when priorities shift or information is incomplete.
• Most importantly, you can clearly demonstrate where your leadership has improved customer outcomes, financial performance, operational predictability and team capability.

Why Consider This Opportunity?

• Own and shape a business-critical customer function
• Operate with meaningful autonomy and executive-level influence
• Build the function’s next stage rather than inherit a finished model
• Lead a sizeable, established team through its next phase of maturity
• Work across customers, commercial performance, operations and organisational capability
• Join an ambitious Australian software company at an important stage of growth
• Hybrid working arrangement based in Sydney

This is a confidential appointment. Further information about the company and opportunity will be shared with suitable applicants during the initial conversation. Apply now