Head of Operations - Service Delivery

Experience 5 to 12 years in operations, including 3+ years leading a high-volume service delivery team

Location Hybrid, in office in Toronto (new office on the way)

Work authorization Canadian work authorization required. No visa sponsorship

The opportunity

Picture a business with decades of brand trust, a huge online audience and demand that keeps climbing. Now picture it rebuilding itself from the ground up as an AI-native company. That's where this role sits.

Sales are moving fast. Your job is to make sure delivery keeps pace and then some. You'll own everything that happens after a client says yes, across five service lines, and turn rapid growth into service that is consistent, efficient and genuinely good. This is a hands-on seat for a decisive, commercially sharp operator who likes building the machine, not just running it.

What you'll own

• The delivery engine. Throughput, turnaround times, backlog, capacity and service levels, end to end.

• The people. Lead and coach a group of Practice Leads and senior delivery managers, with a real operating rhythm of reviews and scorecards.

• The economics. Delivery cost, productivity and contribution margin, built with Finance into budgets and forecasts.

• The rebuild. A roadmap to modernize delivery with automation and AI, shaped alongside the CPO and CTO.

• The plan. Turn sales forecasts and growth targets into capacity and hiring plans, and give the COO a clear, data-driven view of what's coming.

Who thrives here

• 5 to 12 years in operations, with 3+ years leading high-volume service delivery.

• You've led teams of 20 to 50+, including managers who run their own teams.

• You've redesigned processes and can show the numbers: productivity up, quality up, cost down.

• You've pushed AI and automation adoption and turned technology spend into results you can point to.

About the company

A long-established, Canadian-headquartered professional services firm with a strong consumer brand. It was an early mover online and has since built a large, loyal audience and one of the most trusted resources in its space. Now it's going all in on becoming an AI-native business, with the brand, the audience and the momentum to actually pull it off.

Your toolkit

A live throughput and KPI dashboard, AI-native case management, client portals, AI and workflow automation tools, and Lean and Six Sigma methods. The foundations are there. You get to make them sing.