Head of Operations, Service Delivery

About the company

Our client is a legal services company.

The role

Raydar is recruiting for this role on behalf of our client. Lead the operations function for a multi-practice legal business, setting how client work moves from intake to completion. The role covers throughput, service levels, cost and capacity, and includes coaching the managers who run their own teams.

What you'll do

- Own end-to-end delivery performance, covering throughput, turnaround times, backlog, capacity and service levels.

- Lead and develop practice leaders and managing attorneys through regular management routines, operating reviews and performance scorecards.

- Manage the drivers of delivery cost, productivity and margin, working with finance on budgets and forecasts.

- Plan and run a roadmap that modernizes delivery through automation and AI tools, alongside product and technology leaders.

- Turn revenue projections into staffing and capacity plans, keeping the COO informed with data-based insight.

Requirements

What we're looking for

- 5-12 years of operations experience, with 3+ years directing a team that handles heavy transaction volume.

- Prior experience leading a large, multi-tier organization in which some direct reports manage their own teams.

- A proven record of reworking workflows that deliver measurable improvements in output, quality and spend.

- Practical know-how in running spending plans, staffing levels and per-unit cost analysis.

- Track record of bringing automation and AI tools into daily operations and proving their business value.

- Comfort measuring workflow output and stage-by-stage progress with core performance metrics.

- Willingness to work hands-on, such as shadowing case staff and taking on files.

- Ability to work hybrid in Toronto.

Bonus points

- Prior operations work in service-heavy sectors, such as professional advisory, claims, care, finance, digital consumer services or production.

- Prior experience running or scaling service delivery for a business unit of meaningful revenue size.

- Familiarity with continuous-improvement methodologies.

Benefits

Compensation and benefits

- Base salary: $215K - $235K CAD

- Health, dental and vision coverage

- Flexible time off

Location and work model

- Toronto, ON, Canada

- Hybrid workplace, in-office in Toronto

- Full-time