We're Hiring: Head of Operations, Service Delivery
Location: Toronto, ON, Canada (Hybrid)
Employment Type: Full-time
Experience: 5–12 Years
About Our Client
Our client is a well-established Canadian immigration and citizenship law firm with a long-standing presence in the industry. Through its online platform and legal services, the organization helps individuals navigate the complexities of Canadian immigration.
Combining decades of legal expertise with technology and digital innovation, the organization is focused on delivering exceptional client experiences.
About the Role
We are looking for a Head of Operations, Service Delivery to lead and transform service delivery across our client's portfolio of legal practices.
This is a senior leadership opportunity for a hands-on, commercially minded operator who can translate rapid business growth into consistent, efficient, and scalable operations.
You will own end-to-end service delivery across all five service lines, ensuring operational excellence, improving productivity, optimizing costs, and driving the adoption of AI and automation.
Key Responsibilities
- Own end-to-end service delivery, including case throughput, turnaround times, backlog, capacity utilization, and service levels.
- Lead, mentor, and develop Practice Leads and Managing Attorneys.
- Establish management cadences, operational reviews, and performance scorecards.
- Drive delivery cost optimization, productivity, and contribution margins in partnership with Finance.
- Develop and execute a roadmap for modernizing service delivery through AI, automation, and workflow improvements.
- Partner with the CPO and CTO to translate technology investments into measurable operational outcomes.
- Convert sales forecasts and growth targets into capacity plans and hiring strategies.
- Provide the COO with clear, data-driven visibility into operational performance.
Key Requirements
- 5–12 years of operations leadership experience.
- At least 3 years of experience leading high-volume service delivery teams.
- Experience managing teams of 20–50+ employees, including managers leading their own teams.
- Proven track record of redesigning processes and improving productivity, quality, and operational efficiency.
- Strong experience managing budgets, capacity planning, and unit economics.
- Hands-on experience driving AI and automation adoption.
- Strong commercial acumen and the ability to translate operational improvements into measurable business results.
- Experience with Lean / Six Sigma methodologies is an advantage.
Interested in leading and scaling high-performance service delivery operations? We'd love to hear from you!
