General Manager - Physical Security

K Group Companies•Grand Rapids, MI

About The Position

The General Manager will lead the operational side of K Group’s Physical Security business, including professional services, project delivery, field operations, service and support, break/fix, and sales engineering. Reporting to the Director of Engineering & Services, this leader will build the people, processes, standards, and operating discipline needed to support continued growth while maintaining quality, profitability, and customer satisfaction. The role calls for someone who understands the full lifecycle of integrated physical security solutions, from sales engineering and system design through project execution, commissioning, support, service, and system refresh. The General Manager will oversee business and operational performance, develop leaders, address complex customer challenges, and work with technical teams in the field. This is a high-impact leadership position with the opportunity to shape how K Group’s Physical Security business operates and scales.

Requirements

Significant leadership experience within a physical security integrator, electronic security company, low-voltage integrator, or closely related technology services organization.
Demonstrated experience leading multiple operational functions, such as project delivery, field service, professional services, engineering, technical support, or solutions architecture.
Strong working knowledge of enterprise video surveillance, access control, intrusion detection, networking, and integrated physical security technologies.
Experience leading a project-based and service-based business where labor utilization, material costs, scheduling, scope management, and gross margin directly affect financial performance.
Strong business and financial acumen, including experience managing budgets, forecasts, operational KPIs, project performance, and profitability.
Demonstrated ability to build teams, develop managers, establish accountability, and create scalable operating processes.
Strong communication and leadership skills, with the ability to work effectively with customers, field personnel, technical teams, Sales, vendors, and executive leadership.
Ability to understand and challenge complex technical solutions without serving as the organization’s primary technical resource.
Hands-on leadership mindset and willingness to solve problems, remove obstacles, create accountability, and make things happen.

Nice To Haves

Experience managing complex customer environments; multi-location or enterprise deployments are strongly preferred.
Experience with both traditional on-premise and modern cloud-managed physical security platforms is preferred.
Familiarity with physical security manufacturers and platforms such as Avigilon Alta, Avigilon Unity, OpenEye, Salient, Axis, HID, Mercury, Software House, or similar technologies.

Responsibilities

Lead, manage, and create accountability across the Physical Security operations organization, developing strong leaders and clearly defined ownership throughout the team.
Own overall operational performance, including revenue delivery, gross margin, labor utilization, capacity, backlog, service performance, and customer satisfaction.
Provide leadership and oversight across professional services, project delivery, field operations, service and support, break/fix, and sales engineering.
Develop and improve repeatable operating processes that enable growth without sacrificing quality, profitability, or customer experience.
Establish standards for project kickoff, resource planning, scheduling, installation, commissioning, documentation, customer acceptance, and project closeout.
Maintain scope and change-order discipline, ensuring work meets customer commitments while protecting project profitability.
Monitor project and service performance and address labor, scheduling, scope, material, or resource issues before they materially affect customers or financial results.
Build resource and capacity-planning practices that align staffing with project backlog, service demand, and expected growth.
Lead the service and support organization, setting expectations for responsiveness, escalation, resolution, documentation, and customer communication.
Oversee Sales Engineering and solutions architecture, ensuring proposed solutions are technically sound, appropriately scoped, accurately estimated, supportable, and positioned for successful delivery.
Establish effective handoffs between Sales, Sales Engineering, Project Delivery, and Service so sold work can be delivered consistently and profitably.
Partner with Sales leadership on strategic opportunities, complex system designs, large deployments, and customer requirements while maintaining clear accountability between Sales and Operations.
Maintain technical standards across video surveillance, access control, intrusion detection, networking, cloud-managed security, and integrated physical security systems.
Partner with technical leaders to establish platform standards, implementation practices, documentation requirements, training, and certification expectations.
Develop and monitor operational KPIs, using data to identify problems, improve performance, and provide leadership visibility into business health.
Coach, develop, and retain managers and technical professionals while creating clear expectations and career-development opportunities.
Reduce dependence on individuals or tribal knowledge by developing repeatable processes, documentation, standards, and accountability.
Serve as an executive escalation point for significant project, service, technical, and customer issues; resolve problems promptly and address underlying causes.
Partner with company leadership on annual planning, budgeting, organizational design, operational strategy, and investments needed to support growth.
Continuously evaluate opportunities to improve the efficiency, consistency, profitability, scalability, and customer experience of the Physical Security business.