Recruitment of a General Manager

How we recruited a General Manager for an IT services provider

Our client

Our client is a leading office products, business technology and managed services partner to businesses in the Great Southern region. Their approach to business means that they work strategically with their customers to ensure all goals are met.

  • Location - Albany, WA
  • Industry - IT
  • Size - 20 employees

We applied our three-phase service delivery model for this recruitment drive.

Video job advertisement

Social media algorithms favour videos over still content, so we create video advertisements for all vacancies to help source our candidates.

We take full advantage of this unique and highly effective form of candidate sourcing in order to reach the right candidate at the right time. 

We post our videos on Twitter, LinkedIn and Facebook. They are posted on these platforms 10-20 times, based on relevance. Our videos typically receive over 1,000 views within the first 24 hours.

General Manager - IT

Job advertisement

We constantly refresh, rewrite and reformat our job advertisements to optimise the quality of applications received. Our approach is aggressive - we post around 20 advertisements for every permanent job. Advertisements are posted on:

  • Job boards - Seek, Adzuna, Glassdoor, Indeed and Jora
  • Social media - LinkedIn, Facebook and Twitter
  • 11 Recruitment's website

On average, our advertisements receive over 100 applications and perform well above the market benchmark for Seek, shown in this graph.

General Manager

  • Longstanding customer centered company with a family feel
  • Servicing the education - government - and private sectors
  • Role Based in WA Albany - January 2021 start

Retained Search

The role

As the General Manager, you will have a hands-on role within our clients business- developing and managing relationships to advance the company's goals of driving revenue and building partnerships. 

This will entail building and nurturing relationships with clients as well as working to meet day-to-day service obligations. You will need to be resourceful, tenacious, responsive, solutions-oriented and proactive internally and externally.

The duties for this role will include:

  • Building strong business relationships and maintaining existing client relationships
  • Leading the sales operations team, managing and assigning technicians to projects and ensuring the team are engaged
  • Keeping abreast of the latest tools and best-practice techniques across the industry
  • Oversee project quotations and negotiations 
  • Conducting quality reporting and auditing 
  • Troubleshooting operational issues
  • Identifying strategic opportunities 
  • Developing tender documents
  • Resolving client complaints - investigating problems, developing solutions, preparing reports and making recommendations
  • Managing stock and inventory
  • Being held responsible for the company's P&L and managing debit and creditors

About you

The successful candidate will have:

  • Previous Operations or General Manager experience 
  • Experience working in a B2B sales environment 
  • Demonstrable experience working with service level agreements
  • Previous printer and service industry experience (desired)
  • Excellent verbal communication and relationship building skills 
  • The ability to build relationships with internal and external stakeholders
  • The ability to think logically and to develop solutions
  • A valid driver's license
  • Provide a police clearance certificate
About our client
This is a great opportunity for someone looking to further their career within the printer and service industry with a leading office solutions provider.

Assessment Matrix design

Our in-house designed, custom made software generates an Assessment Matrix, which is our blueprint for the recruitment process. Our process consists of screening, interviews, document verification, skills testing, personality profiling and reference checks.

Ticks indicate the point at which each criteria is addressed. More importance criteria are checked multiple times throughout the recruitment process.

Selection criteria




Skill test




Year 12


Business to Business Sales Experience

Proven experience as operations or general manager

Previous leadership experience

Good understanding of service (maintenance) contracts

Excellent negotiation skills

Planning and scheduling experience

Previous stakeholder management

Previous printer and service industry experience (desired)

IT computer skills (desired)

Marketing knowledge and skills (desired)

Stock and Inventory Control

Budget (sales and P&L) management

Debtors and Creditors management

MS Office Intermediate to Advanced


Work location – Albany

Verify LinkedIn CV vs CV submitted

Accept expected salary ($100k plus super and vehicle)

Previous warning of termination?

Will you pass a drug test?


Dominance - 60%

Influence - 55%

Steadiness - 27%

Compliance - 51%

Forms signed

Health / police check

Signed document - tell the truth

Docs verified

Driver’s licence

Citizen AU / NZ or PR

Medical Check

Probity Check

DISC profiling

Similar to people, jobs have their own behavioural profile that is based on duties, environment and communication. We create a profile for every job vacancy, enabling us to match an applicant's behaviour against that of a specific role.

We use DISC, which examines the following attributes:

  • Dominance - accomplishing results, the bottom line, confidence
  • Influence - persuading others, openness, dependability
  • Steadiness - cooperation, sincerity, dependability
  • Compliance - quality, accuracy, expertise

DISC profile - General Manager

This is a role which requires an individual who is fundamentally assertive, independent; task driven and can operate on their own without support from colleagues and management. The person will need to have the courage of their convictions and be comfortable with being accountable for their actions. They will need to be a fast paced and outgoing, comfortable with change, and able to adapt as required.

Furthermore the role will require a person who is goal focused and is motivated to achieve the desired outcomes, without significant management intervention or the guidance of rules and procedures.

The contradiction is that from time to time in order to perform their duties effectively, the individual may need to curb their independent tendencies and follow procedures and accept instructions from superiors.


The role requires someone who is able to direct others in order to get the job done. They need to have an eye for detail and ensuring that the job is done thoroughly and according to the process. They will however, need to have people working with them who are also thorough, when completing the detailed part of the job.

The person would need to be a fast paced ‘big picture’ style of individual who is not overly concerned with what people think of them. This type of person would need to have a resilient character, such that they can cope with the challenging aspects of the role that require strength of character and skill to adapt to do the job. That is not to say they would need to be unpleasant but rather simply be comfortable making what could be seen to be unpopular decisions.

One characteristic of the behaviour required for this position is that the person needs to be comfortable with responding quickly to work demands and to be adaptable and comfortable with change. There will be times when deadlines need to be met with little warning and the person will need to adapt themselves to these tight deadlines.

The person needs to be enthusiastic, energetic and confident with adapting to the changing environment and not being able to rigidly follow a process or procedure.

This role does not have a rigid structured set of rules determining what the individual is to perform on a daily basis. The role will require an individual who is capable of thinking on their feet and adjusting to the changing dynamics of the job in order to meet the requirements.

The type of person in the role will have to rely on experience and skill rather than process and will need to be confident of what they do in spite of the lack of guidance. By the same token the role requires someone who is fast paced and comfortable with a dynamically changing environment.

General Manager

Shortlisted candidates

Candidate A

Candidate B

Candidate C

Behavioural adaptation by candidates to match the job profile:

Candidate A

Candidate B

Candidate C


Our aim is to produce a strong shortlist by sourcing widely. We measure every stage in our recruitment process to ensure we meet this key objective.

Our service comes with an extended 18-month replacement guarantee. This guarantee means our interests are mutually aligned - to recruit high achievers who will excel and stay.

Video views


Applications received


Interviewed by 11 Recruitment




Interviewed by client





"Christian and his team have always been totally professional in locating candidates for our Company.

They respond very quickly to any queries and are able to utilise the latest technologies."

Lindsey Kennewell

Want to recruit?

Click the button to request your free quote or call me on (08) 9225 6211 if you have any questions.