About Davidson Technology Consulting (DTC)
Davidson Technology Consulting (DTC) is a boutique technology consulting firm within the Davidson Group, recognized for its excellence in executive search, recruitment, business advisory, and transformative technology solutions. We deliver impactful outcomes for diverse clients, ranging from ambitious startups to established enterprises. At DTC, we foster a collaborative, agile environment dedicated to innovation, talent development, and operational excellence.
The Opportunity
We are seeking a motivated and detail-oriented Operations Lead for Client & Consultant Experience who is passionate about operational excellence and innovation in an increasingly AI-driven, automated environment. This role involves overseeing operational excellence, service desk management, client and consultant experience, and driving continuous improvement through innovation, AI, and automation. Reporting directly to the General Manager, this role combines strategic oversight with hands-on operational management to ensure outstanding service delivery and operational efficiency.
Key Responsibilities:
Operational Leadership
- Manage daily operational activities, including service desk tasks, client and consultant onboarding, contract management, invoicing, administrative requests, and project financial reporting.
- Ensure workload distribution, step in during peak periods or team absences, and maintain consistently high-quality service.
Process & Automation Innovation
- Actively identify, assess, and implement opportunities for process optimization and automation, leveraging emerging technologies including AI.
- Manage the end-to-end pipeline of operational enhancements, prioritizing projects based on strategic value and operational impact.
- Champion the adoption of AI and automation technologies, proactively identifying opportunities for process improvement and efficiency enhancements, addressing and managing existing operational backlogs effectively.
Escalation & Decision Management
- Evaluate complex or high-risk operational matters, determining escalation pathways clearly and effectively.
- Provide strategic guidance on critical operational decisions, ensuring alignment with organizational goals.
Team Development & Mentorship
- Lead, mentor, and support our specialists, fostering a high-performance, collaborative, and growth-oriented team environment.
Cross-functional Collaboration
- Collaborate effectively with sales, delivery, administrative, and technical teams to ensure integrated operations and seamless client-consultant lifecycle management.
Key Performance Indicators (KPIs):
- Timely and high-quality resolution of operational and service requests.
- Reduction in operational costs through automation and improved efficiency.
- Positive outcomes from internal and external stakeholder experience surveys.
- Successful implementation of automation initiatives and continuous improvement projects.
Who We're Looking For:
- Minimum 5 years’ operational leadership experience, ideally within technology consulting, service delivery, or related environments.
- Proven capability in team leadership, balancing strategic management with operational execution.
- Demonstrated expertise in identifying, prioritizing, and implementing process improvements and automation initiatives.
- Exceptional analytical, organizational, and decision-making skills.
- Strong interpersonal and stakeholder engagement skills.
- Detailed knowledge of consulting & business operations including business and project financial management, invoicing, payroll, and compliance.
- Bachelor's degree in Business, Technology, Management, or a related discipline preferred.
Davidson Technology Consulting values diversity and encourages applications from all backgrounds, including Aboriginal and Torres Strait Islander communities, LGBTIQ+ individuals, and culturally diverse candidates.
Join us in redefining operational excellence at DTC—apply today!
Please apply with current resume in Microsoft Word format only (.doc or .docx). If you would like to have a confidential discussion, please contact Amanda Aing via amanda.aing@davidsonwp.com, quoting reference JN -062025-40681.
Want to know more about Davidson? Visit us at www.davidsonwp.com
