General Manager - IT Division - MSP Business Line

The IT MSP General Manager is responsible for the strategic leadership and overall performance of the Managed Services Provider (MSP) business line. This role oversees the financial performance (P&L management), customer experience delivery, service operations, and growth strategy at a business line level. The ideal candidate is a transformative leader with a strong track record in scaling IT services, driving operational excellence, and enhancing customer satisfaction.

Leadership & Business Strategy:

• Develop and execute short and long-term strategies to drive revenue growth, profitability, and competitive differentiation.
• Manage MSP P&L responsibility, ensuring sustainable financial performance and business expansion.
• Define and drive key strategic initiatives for market positioning and service innovation.
• Collaborate with the IT divisional leadership team to align MSP goals with overall divisional and corporate objectives.

Customer Experience & Service Excellence:

• Champion a customer-first culture that prioritizes exceptional service delivery.
• Establish and maintain executive-level relationships with key clients, partners, and industry stakeholders.
• Oversee high-level customer engagement strategies to drive retention, satisfaction, and upsell opportunities.
• Drive continuous improvement initiatives to enhance service quality and operational efficiency.

Operations & Organizational Excellence:

• Optimize operational processes and service delivery models for scalability and efficiency.
• Oversee technology investments to enhance automation, security, and customer experience.
• Ensure compliance with industry standards, cybersecurity best practices, and regulatory requirements.
• Develop governance frameworks to standardize best practices across the MSP business.

Leadership & Talent Development:

• Lead and mentor service and operations leaders, fostering a high-performance culture.
• Develop leadership pipelines and succession planning to ensure long-term business continuity.
• Promote a culture of accountability, innovation, and continuous improvement.
• Drive employee engagement and professional development initiatives.

Growth & Market Expansion:

• Identify new business opportunities, partnerships, and service expansions to increase market share.
• Collaborate with sales, marketing, and innovation teams to develop go-to-market strategies for MSP solutions.
• Represent the company as an industry thought leader through conferences, panels, and networking.
• Stay ahead of market trends and emerging technologies to position the MSP as a leader in the industry.

Qualifications:

• 10+ years of experience in IT Managed Services, with at least 7 years in a Sr. leadership role.
• Proven experience managing P&L with a strong record of revenue growth and profitability.
• Expertise in IT service management, including NOC, SOC, helpdesk, and cloud services.
• Strong executive presence with experience in board-level presentations and decision-making.
• Data-driven leadership approach with the ability to drive strategic change.
• Excellent communication, negotiation, and relationship-building skills.
• Bachelor's degree in business, IT, or a related field (MBA strongly preferred).