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Martin Pooley Associates

Head of Operations

Toronto, ON, Canada

$220,000 to $230,000 CAD / year · Full-time

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Job details

Pay: $220,000 to $230,000 CAD / year
Job type: Full-time
Apply by: Dec 8, 2026
Posting language: English
Posted: Nov 8, 2026

Original job description

Head of Operations and Service Delivery

Respected law group are seeking an experienced Head of Operations to join the group.

They are looking for a Head of Operations with 5+ years of experience in a similar role to lead and transform service delivery across their legal practices.

They need a decisive, hands-on, commercially minded operator who can turn fast growth into consistent, efficient service across practice areas.

What will you be doing?

Owning end-to-end service delivery, including case throughput, turnaround times, backlog, capacity utilization and service levels
Leading and coaching Practice Leads and Managing Attorneys, with management cadences, operating reviews and scorecards
Owning the drivers of delivery cost, productivity and contribution margin, partnering with Finance on budgets and forecasts
Building and running a roadmap to modernize delivery through automation and AI adoption.
Translating sales forecasts and growth targets into capacity and hiring plans, and giving clear, data-driven visibility

Key Requirements

5-12 years of operations experience, including 3+ years leading a high-volume service delivery team
Experience leading teams of 20-50+ people, including managers who lead their own teams
Track record of redesigning processes and delivering measurable gains in productivity, quality and cost
Hands-on experience managing budgets, capacity and unit economics
Experience driving AI and automation adoption and turning technology investments into measurable business outcomes

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More about this job

Responsibilities

Lead end-to-end service delivery across legal practices, overseeing throughput, turnaround times, backlogs, capacity, service levels, and team performance. Manage delivery costs and financial planning, translate growth forecasts into hiring and capacity plans, and modernize operations through automation and AI.

Requirements

Requires 5–12 years of operations experience, including at least 3 years leading a high-volume service delivery team and experience managing teams of 20–50 or more. Candidates should have a track record of measurable process improvements and hands-on experience with budgets, capacity, unit economics, and technology adoption.

Skills

Service Delivery
Operations Leadership
Team Leadership
Process Redesign
Productivity Improvement
Quality Improvement
Budget Management
Capacity Planning
Unit Economics
Cost Management
Financial Forecasting
Automation
Artificial Intelligence Adoption
Data-Driven Decision-Making
Commercial Acumen
Change Management

Visa sponsorship

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Keywords

Service Delivery
Legal Practices
Case Throughput
Turnaround Times
Backlog Management
Capacity Utilization
Service Levels
Practice Leads
Managing Attorneys
Operating Reviews
Scorecards
Delivery Costs
Productivity
Contribution Margin
Budgets
Forecasting
Capacity Planning
Hiring Plans
Process Redesign
Automation
Artificial Intelligence
Technology Adoption
Unit Economics
High-Volume Operations

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