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, effective 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

📌 Head of Operations (Toronto)
🏢 Martin Pooley Associates
📍 Toronto