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 position is remote; visa sponsorship is not offered. Resumes and communication must be in English.
Responsibilities
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.
Onboarding Expectations
First Week
Onboard and integrate into Toptal; meet 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 to learn Toptal’s core operations and capabilities.
First Month
Begin developing relationships with key leaders and stakeholders across the organization.
Deepen understanding of operations of key teams (e.g., Sales, Talent Operations).
Establish collaborative relationships with sales leaders and practice leaders to define the approach for identified service offerings.
Understand and embed yourself within the flow of Delivery operations.
First Three Months
Be a well‑integrated member of the organization with positive relationships in Sales, Marketing, and Talent Operations.
Be in front of clients regularly to hear from them firsthand, exercising discretion and independent judgment.
Identify initial optimization opportunities within all delivery models.
First Six Months
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.
First Year
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 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.
#J-18808-Ljbffr