Head of Operations, Service Delivery

Aimhire; Toronto; On-site; CAD 180,000 - 240,000; Full time

Job summary

Aimhire is seeking a Head of Operations, Service Delivery to lead and transform our client’s operations across multiple legal practice areas. This senior role demands a hands-on operator with strong commercial acumen who can translate rapid growth into scalable, efficient operations.

You will own end-to-end service delivery, drive AI adoption, set performance metrics, and partner with cross-functional leaders to deliver measurable improvements in throughput, quality, and cost efficiency.

Qualifications

• 5–12 years of operations leadership experience.
• Experience leading high-volume service delivery teams (20–50+ employees).
• Proven ability to redesign processes to improve productivity and efficiency.
• Strong budgets, capacity planning, and unit economics experience.
• Hands-on AI and automation adoption experience.
• Lean / Six Sigma experience is an advantage.

Responsibilities

• Own end-to-end service delivery across five service lines.
• Lead and mentor Practice Leads and Managing Attorneys.
• Establish management cadences and performance scorecards.
• Drive cost optimization and productivity improvements in partnership with Finance.
• Develop a roadmap to modernize service delivery with AI and automation.
• Collaborate with the CPO and CTO to translate technology investments into outcomes.
• Translate sales forecasts into capacity plans and hiring strategies.
• Provide data-driven visibility into operational performance to the COO.

Skills

Operations leadership

Budget management

AI adoption

Team leadership

Job description

We're Hiring: Head of Operations, Service Delivery

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.