Line of Service Internal Firm Services Industry/Sector Not Applicable Specialism IFS - Internal Firm Services - Other Management Level Director Job Description & Summary As a Connected Teams Operational Excellence & Delivery Leader, you’ll play a vital role in embedding Connected Teams as a key enabler for efficiency, collaboration, and transformation. You will drive operational excellence and adoption across the firm, ensuring consistent processes, tools, and engagement strategies. The Connected Teams Operations Lead drives operational excellence and adoption of Connected Teams across the firm. Working closely with the Connected Teams Leader, Connected Teams Transformation Lead and LoS CT Operational Leads, this role ensures consistent processes, tools, and engagement strategies to maximi s e efficiency, collaboration, and transformation. It plays a critical role in embedding AI-first workflows and delivering on PwC’s FY30 adoption goals. Why PwC? At PwC Australia, your skills meet purpose. We tackle big challenges across industries like finance, technology, energy, and health—giving you the chance to make a real impact. Here, your growth is our priority. You’ll work with leading teams, explore new technologies, and unlock your full potential. Join a global community of more than 370,000 people who value bold ideas, collaboration, and lasting change. Together, we’re building trust and shaping the future. What you’ll do: Concierge & Support: S erve as the primary concierge for all Connected Teams demand across LoS and Enabling Functions, translating partner intent into executable, ACfirst demand with realistic assumptions; intervene early to prevent late-stage issues; align demand generation with approved provider and location strategy; and provide concierge-style support during rollout phases to ensure smooth onboarding and operational readiness. Change management & Ways of Working Ownership: Lead change management initiatives to embed Connected Teams into daily operations. Establish and enforce consistent ways of working across the lifecycle of engagements across the firm. C ollaborate with Transformation Lead er and Location leaders to continually improve methods based on operational insights; and support consistent onboarding and processes across AU and NZ to maintain SLAs. Service Execution & Performance Management: Oversee onboarding, staffing, and time-to-productivity for CT engagements; oversee SLAs, service health, and performance across hubs and Lines of Service; address operational issues like rework or missed handovers using data to prevent recurrence; and escalate systemic service risks early with clear solutions. Upskilling & Enablement: Collaborate with senior stakeholders and LoS PMOs to design and deliver programs to enhance the capabilities of our Connected Teams. Design and deliver programs to enhance partners and onshore team members operating rhythm with AC team members. onshore team mem bers and AC team members. teams on Connected Teams capabilities. Drive increased adoption through targeted engagement and coaching. Culture, Integration & Inclusion: Ensure Connected Teams operate as a unified entity across onshore and offshore delivery. Actively include offshore staff in delivery rituals, planning, performance, learning, and recognition. Collaborate with Location Lead s and Change & Comms to reinforce inclusivity and implement secondment and mobility programs to strengthen cultural integration and visibility. AI Enabled Execution: Implement AI-enabled workflows and automations in daily delivery, ensuring AI tools are integral to work processes. Collaborate with Tech Enablement and AI teams to enhance productivity, predictability, and service quality. Offer feedback on AI adoption barriers and opportunities identified at the delivery front line, and maintain tooling parity and AIFirst principles across onshore and offshore teams. Readiness, Scaling & Transitions: Lead operational readiness assessments for new hubs, services, or scaling phases, ensuring smooth transitions of work into CT with effective onboarding and stabili s ation. Maintain service quality and client experience throughout transitions, and support secondments, visiting leaders, and mobility programs from an execution perspective. Continuous Improvement & Feedback Loops: Provide evidence-based feedback on transformation design and location strategy; identify demand/supply mismatches and capability gaps; drive improvements to simplify execution; share global best practices to enhance local performance; and contribute operational insights to governance forums. What we’re looking for: Operations management background; ITIL/Service Management are helpful. Strong stakeholder engagement and communication skills. 10 years in delivery operations for professional services or shared services. Experience in SLA management, risk mitigation, and process improvement. Competencies: Service orchestration, coaching, data-driven operations, risk management. Stakeholder influence, cultural integration. What you’ll gain: Leadership development programs and executive coaching designed to help you inspire teams and accelerate your career growth. A world-class parental leave policy offering up to 26 weeks of leave for care givers, supporting your family and personal life. Flexibility means trusting you to choose when, where, and how you work—balancing what’s best for you, your team, and your clients to grow and thrive together. Being part of a community united by purpose, delivering impact that reaches clients, communities, and the future you’re shaping. We know that perks are as important as your financial rewards. Explore all the benefits that PwC has to offer here. Ready to grow here and go further? Join PwC Australia as a Connected Teams Operational Excellence & Delivery Leader and make an impact that goes beyond the expected. Apply now and take your next step with a team shaping the future. We’re committed to treating all our job applicants fairly and with respect, irrespective of their actual or assumed background, disability, neurodivergence, or any other protected characteristic. We want you to have every opportunity to thrive in our selection process. In the application form, you can let us know what adjustments you require during our recruitment process and/or any workplace accommodations you anticipate needing to help you perform your role. Between 19th December and 4th January, we encourage our people to take time to recharge and log off for their own wellbeing. As such, the firm is in shutdown mode between these dates, and our teams will pause reviewing applications or holding interviews. We will resume normal operations on January 5th. Education (if blank, degree and/or field of study not specified) Degrees/Field of Study required: Degrees/Field of Study preferred: Certifications (if blank, certifications not specified) Required Skills Optional Skills Accepting Feedback, Accepting Feedback, Active Listening, Analytical Thinking, Change Communications, Change Management, Coaching and Feedback, Communication, Creativity, Data Analysis, Embracing Change, Emotional Regulation, Empathy, Goal Alignment, Inclusion, Influence, Innovation, Intellectual Curiosity, Learning Agility, Meeting Coordination, Meeting Facilitation, Operational Execution, Optimism, Professional Courage, Program Execution { 13 more} Desired Languages (If blank, desired languages not specified) Travel Requirements Not Specified Available for Work Visa Sponsorship? No Government Clearance Required? No Job Posting End Date January 25, 2026