Delivery Director

About Toptal

Toptal is a global network of top talent in business, design, and technology that enables companies to scale their teams, on-demand. With $200+ million in annual revenue and team members based around the globe, Toptal is the world’s largest fully remote workforce.

We take the best elements of virtual teams and combine them with a support structure that encourages innovation, social interaction, and fun. We see no borders, move at a fast pace, and are never afraid to break the mold.

Job Summary:

The Delivery Director is a key position responsible for driving delivery excellence, revenue growth, and operational transformation within the Services organization. This role combines strategic oversight with hands-on leadership to ensure consistent, high-quality service delivery, strong financial performance, and continuous improvement through AI-enabled automation and process standardization.

The ideal candidate will have deep experience building and scaling delivery organizations, driving revenue growth, leading multiple delivery managers, improving margins through disciplined execution, and transforming delivery models with technology.

This is a remote position. We do not offer visa sponsorship or assistance. Resumes and communication must be submitted in English.

Responsibilities:

The following information is intended to describe the general nature and level of work being performed. It is not intended to be an exhaustive list of all duties, responsibilities, or required skills.

Revenue Retention and Growth.

·        Own the end-to-end delivery lifecycle to ensure consistent client satisfaction and revenue retention.

·        Partner with Sales, PreSales, and Practice teams to identify and expand existing client engagements into new services.

·        Support pre-sales efforts with delivery insights, solutions design, and resource planning to drive growth.

Delivery Quality and Consistency.

·        Establish and enforce standardized delivery methodologies, SLAs, and best practices.

·        Continuously measure project performance, delivery quality, and client satisfaction through structured governance and feedback loops.

·        Drive operational predictability and consistency across all accounts and projects.

Margin Improvement and Operations.

·        Support P&L for assigned portfolio, ensuring revenue targets and margin commitments are achieved.

·        Implement performance metrics, utilization tracking, and pricing governance to optimize delivery economics.

·        Identify and eliminate inefficiencies, improving cost-to-serve through proactive resource and engagement management.

Leadership and Organizational Development.

·        Lead a team of Delivery Managers across multiple clients and domains.

·        Build a performance-driven culture focused on accountability, collaboration, and continuous improvement.

·        Develop talent pipelines and succession plans to support organizational scalability.

·        Accomplish work objectives through leading and supervising other Toptal team members on the Delivery team.

·        Establish objectives and initiatives for the team, recommend the team’s structure and jobs, and organize, assign, delegate, oversee, and monitor work.

·        Coach and mentor team members, provide feedback, conduct performance reviews, and implement performance improvement plans, if needed.

AI-Enabled Delivery Transformation.

·        Partner with internal AI and Operations teams to introduce automation and data-driven insights across delivery processes.

·        Implement AI-driven tools for quality monitoring, forecasting, and resource optimization.

·        Champion technology adoption to improve productivity and enhance client outcomes.

Key Performance Indicators (KPIs):

·        Revenue growth and expansion in existing accounts.

·        Delivery margin target achievement.

·        Client satisfaction.

·        On-time delivery and SLA compliance.

·        Delivery productivity improvement (hours saved, efficiency ratios).

·        Delivery automation and AI adoption metrics.

In the first week, expect to:

·        Onboard and integrate into Toptal; meet your colleagues.

·        Learn about Toptal’s history, culture, and vision, with a focus on the state of our industry, the Future of Work, and the core messages important to Toptal.

·        Shadow critical teams throughout the organization to learn Toptal’s core operations and capabilities.

In the first month, expect to:

·        Begin developing relationships with key leaders and stakeholders across the organization. Dive deeper into the operations of key teams (e.g., Sales, Talent Operations) across the company.

·        Establish collaborative relationships with sales leaders and practices leaders to define the approach for the identified service offerings.

·        Understand and embed yourself within the flow of Delivery operations.

In the first three months, expect to:

·        Be a well-integrated member of the organization with positive relationships in Sales (Enterprise and SMB), Marketing, and Talent Operations.

·        Be in front of clients on a regular basis to hear from them firsthand, while exercising discretion and independent judgment.

·        Identify initial optimization opportunities within all delivery models.

In the first six months, expect to:

·        Deliver client wins with high-profile deployments.

·        Build Thought leadership presence.

·        Become embedded with Toptal’s sales and practice leaders, participating in account planning and other strategy development.

In the first year, expect to:

·        Lead your portfolio’s revenue retention, client satisfaction, and delivery efficiency.

·        Have implemented optimizations across the broader Delivery organization (Talent, Professional Services).

·        Have a defined plan for continued expansion into new service areas.

Qualifications and Job Requirements:

·        Bachelor’s degree is required.

·        15+ years in IT/Professional Services delivery, with at least 5 years in a multi-account or director-level leadership role.

·        5+ years managing global delivery teams.

·        Proven success in managing large delivery portfolios exceeding $50M annually, and complex client engagements.

·        Strong understanding of both project-based and managed services delivery models.

·        Expertise in setting up governance, quality frameworks, and P&L management.

·        Experience leading delivery transformation through technology, automation, or AI platforms.

·        Deep understanding of the Professional Services business model (utilization, margin, SOWs).

·        Excellent leadership, executive-level client communication, and stakeholder management skills.

·        P&L and financial management experience.

·        Strategic thinker with hands-on execution ability.

·        Data-driven and outcome-oriented.

·        Collaborative, empathetic leader who builds trust and drives accountability.

·        Comfortable leading through change and ambiguity in a fast-scaling environment.

·        Outstanding written and verbal communication skills.

·        Ability to work in a fast-paced, rapidly growing company and handle a wide variety of challenges, deadlines, and a diverse array of contacts.

·        You must be a world-class individual contributor to thrive at Toptal. You will not be here just to tell other people what to do.