General Manager – Professional Services in a growing Australian software businessBuild and scale a customer-facing function | Commercial ownershipThis is a rare prospect 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 transparent 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.
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📌 General Manager – Professional Services (New South Wales)
🏢 The Onset
📍 New South Wales