Senior Manager, Operations

Work Arrangement

This role is primarily office-based in downtown Toronto (with a satellite location in Oakville) and requires a regular on-site presence to support workplace operations, service delivery, and stakeholder needs. The successful candidate is expected to work in the office a minimum of four (4) days per week, with flexibility to attend the office more frequently as required to support operational needs, projects, meetings, or business priorities.

Position Summary

The Senior Manager, Operations leads the firm's workplace operations functions, including facilities, reception, hospitality, catering, and mail and printing services, ensuring the delivery of responsive, high-quality services that support lawyers, employees, clients, and visitors.

The Senior Manager provides strategic and operational leadership across multiple service areas, overseeing budgets, managing key vendor relationships, driving continuous improvement, and advancing initiatives that support operational excellence, an exceptional workplace experience, and the firm's long-term growth.

As a member of the Business Services leadership team, the role collaborates closely with stakeholders across the firm.

Key Responsibilities

Operations & Service Delivery

• Lead the firm's workplace operations functions, including facilities, reception, hospitality, catering, and mail and printing services.
• Ensure the delivery of responsive, efficient, and high-quality services that support lawyers, employees, clients, and visitors.
• Establish service standards, monitor performance, and drive operational excellence across all areas of responsibility.

Facilities & Workplace Experience

• Oversee facilities, physical office infrastructure, security, space planning, workplace services, and office improvement initiatives.
• Lead workplace experience programs, including hospitality, reception, and catering services, that support employee engagement, client service, and the firm's operational needs.

Leadership & Team Development

• Lead, develop, and mentor operational staff, fostering a high-performing, service-oriented culture.
• Establish clear performance expectations and accountability while supporting employee engagement, professional development, and workforce planning.

Vendor, Financial & Risk Management

• Manage budgets, monitor expenditures, and identify opportunities for operational efficiencies and cost savings.
• Oversee procurement activities, vendor relationships, contract negotiations, and service performance to ensure quality, value, and business alignment.
• Ensure compliance with health and safety requirements, business continuity planning, emergency preparedness, physical security standards, and operational risk management.

Strategic Projects & Continuous Improvement

• Lead facilities and workplace-related projects and initiatives that support the firm's strategic objectives and growth.
• Drive process improvements, leverage technology solutions, and implement best practices to enhance service delivery and operational effectiveness.

 

Qualifications

Education

• Bachelor's degree in Business Administration, Facilities Management, Operations Management, Hospitality Management, or a related field. An equivalent combination of education and experience will be considered.
• Relevant professional designation (e.g., FMP, IFMA, PMP, or related certification) considered an asset.

Experience

• 8-12+ years of progressive leadership experience in workplace operations, facilities, business services, hospitality, or a related environment.
• Experience in a law firm, professional services, corporate, or other client-service focused environment preferred.
• Experience leading multidisciplinary operational or business services teams, including oversight of facilities, workplace services, vendors, budgets, and operational projects.
• Experience managing vendor relationships, procurement activities, and service contracts.
• Experience leading workplace, facilities, or operational improvement projects.
• Experience developing service standards, driving process improvements, and delivering exceptional client, visitor, and employee experiences.

Knowledge, Skills & Abilities

• Strong leadership and people management capabilities.
• Proven ability to lead through change and organizational growth.
• Strong understanding of workplace technologies, operational systems, and process improvement methodologies.
• Exceptional relationship-building and stakeholder management skills.
• Strong financial and business acumen.
• Excellent project management capabilities.
• Strategic thinker with strong execution skills.
• Ability to influence senior leaders and build consensus.
• Strong communication and presentation skills.

Success Measures

In the first 12-18 months, success will be measured by:

• High levels of stakeholder satisfaction and consistently strong service delivery across facilities, reception, hospitality, catering, and workplace operations.
• Improved operational efficiency and process effectiveness.
• Successful delivery of workplace and operational projects.
• Strong employee engagement within the operations team.
• Effective cost management and budget performance.
• Development of scalable operational capabilities to support firm growth.