Leadership in Professional Services - (B-E-ba-m) - Q4

Participation Prerequisites

No course prerequisites required for participation.

Course Content

For several decades, the professional services market has experienced significant growth, driven by increased demand for specialized expertise, technological advancements, and the global expansion of client businesses. This course provides a comprehensive examination of the unique dynamics within this sector, as well as the leadership styles and concepts essential for success. It begins by defining the market and highlighting its reliance on human capital rather than the tangible assets emphasized in other industries. Participants will investigate the distinctive business and leadership models that focus on personalized client services and billable hours, contrasting them with those of product-centered sectors.

The course lecturer has over 30 years of experience in consulting, including more than 20 years in leadership positions. He introduces key players in the industry, such as consulting and accounting firms, and highlights their roles and market influence. A major emphasis is placed on understanding the crucial importance of leadership and culture in these firms, specifically the necessity for a collaborative, team-based environment that promotes innovation and client satisfaction. There is a special focus on meeting the expectations of Gen Z, who value transparency, ethical leadership, and purpose-driven workplaces.

The course also examines the role of leadership in transforming service delivery and business models in response to the disruptive impact of technology, especially artificial intelligence. The curriculum covers strategies for leading international teams, acknowledging cultural diversity and communication dynamics in global work settings. Participants will learn techniques for effectively managing remote teams and leveraging cross-cultural strengths.

Students will engage in discussions on the challenges of implementing change, including resistance to new practices and the complexities of maintaining client and staff trust during transitions. Through case studies, students gain practical insights, examining both successful and challenging scenarios within professional services firms, offering concrete examples of leadership in action.

Intended Learning Outcomes and Competencies

Upon completion of the course, you will be able to:

1. Understand the difference between the professional services sector and other industries
2. Gain familiarity with the major players in the industry
3. Gain insights about the role of culture and leadership for the success of professional services firms
4. Critically evaluate the role of trust for professional services firms 
5. Learn how to lead international teams

Instruction Type

Presence

Form of Examination

Literature

Mandatory readings:

This course manual

Recommended readings:

Deloitte (2025). 2025 Gen Z and Millennial Survey.

Maister, D. H. (1997). Managing the Professional Service Firm.

Maister, D. H. (2021). The Trusted Advisor.

PwC (2023). PwC Australia‘s Commitments to Change.

PwC (2025). Global Workforce Hopes and Fears Survey 2025.

Switkowski, Z. E. (2023). Review of Governance, Culture and Accountability at PwC Australia.

Additional literature will be announced in the lecture.