VP, AI Services

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 mol d. Job Summa ry: We are a managed service provider (MSP) at the forefront of AI-driven IT service transformation. As our Vice President of AI Services, you will be the executive owner of how we design, deliver, and scale AI-powered IT Service Management (ITSM) solutions for our clients. This is a client-facing leadership role that sits at the intersection of artificial intelligence, ITIL best practices, and ServiceNow — and is central to our growth strat egy. This role carries P&L accountability for the AI Services practice. You will build and lead our AI Services practice, partnering directly with client executives to understand their ITSM challenges and translating those needs into repeatable, high-impact AI-enabled service offerings. You will also work internally to develop the methodologies, tooling, and talent that allow our delivery teams to execute at s cale. This is a remote position. Resumes and communication must be submitted in En glish. Responsibi lities: 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. AI Services Practice Le • adership. Own the vision, strategy, and P&L for the AI Services practice, establishing it as a differentiated, revenue-generating offering within our MSP • portfolio.Develop repeatable service offerings and delivery frameworks that apply AI to ITIL processes — including Incident Management, Problem Management, Change Enablement, Service Request, and Knowledge Management — across a diverse cl • ient base.Define pricing models, packaging, and go-to-market strategy for AI-enabled ITSM services in collaboration with Sales and • Marketing.Build internal IP: playbooks, accelerators, and pre-configured AI assets on ServiceNow that reduce time-to-value fo r clients. Client Engagement & • ; Advisory. Serve as the executive-level AI advisor to key clients, engaging C-suite and IT leadership stakeholders to assess maturity, identify opportunities, and co-create AI-driven IT • SM roadmaps.Lead discovery workshops and maturity assessments to baseline clients’ current ITSM and AI c • apabilities.Present business cases and ROI models for AI investments to client executives, translating technical capabilities into tangible outcomes (e.g., MTTR reduction, ticket deflection rates, cost • avoidance).Maintain trusted advisor relationships across a portfolio of accounts, ensuring client satisfaction and identifying expansion op portunities. ServiceNow • AI Delivery. Oversee the architecture and delivery of ServiceNow AI solutions for clients: Now Assist, Virtual Agent, Predictive Intelligence, ITOM AIOps, NLU, and generative AI integrations. Govern integrations between ServiceNow and external AI platforms (e.g., Azure OpenAI, AWS Bedrock, Anthropic) to extend client • capabilities.Establish delivery standards and quality assurance processes to ensure consistent, best-practice implementation across all clien • t engagements.Drive adoption of AI-powered ServiceNow features that measurably reduce client operational burden and improve end-us er experience. ITIL & Proc • ess Excellence. Apply deep ITIL v4 expertise to ensure AI augments and elevates client service management processes rather than introducing risk or • technical debt.Champion a shift-left philosophy through AI-driven self-service, knowledge deflection, and automated resolut • ion for clients.Establish governance and measurement frameworks (KPIs, SLAs, OLAs) for AI-enhanced ITSM processes deliv ered to clients. Team Building & Ta • lent Development. Recruit, develop, and lead a high-performing team of AI architects, ServiceNow practitioners, and • ITSM consultants.Establish career paths and capability-building programs to grow AI and ITSM expertise across the broader serv • ices organization.Foster a culture of innovation and continuous improvement, encouraging the team to test and adopt emergin • g AI capabilities.Lead by example for your team and exercise discretion and ind ependent judgment. Partnershi • ps & Ecosystem. Manage and deepen the company’s relationship with ServiceNow as a partner, including ISV/reseller programs and co • -sell opportunities.Evaluate and manage relationships with complementary AI and AIOps vendors to enrich the client • solutions portfolio.Represent the company at industry events, conferences, and ServiceNow communities as a thought leader in AI-powered ITSM. Qualifications • and Job Requirements: Bachelor • ’s degree is required.10+ years of IT services experience, with at least 5 years in a senior leadership role within a managed service provider, systems integrator, • or IT consulting firm.Proven track record of building or scaling an ITSM or AI-focused practice within an MSP or professional • services organization.Hands-on expertise with ServiceNow — ITSM Pro, ITOM, Virtual Agent, or Now Assist — at an architect or deli • very leadership level.Deep, applied knowledge of ITIL v4 frameworks; ITIL Managing Professional or Strategic Leader certificati • on strongly preferred.Demonstrated experience applying AI, automation, or ML within ITSM or IT Operations environments f • or enterprise clients.Experience engaging and influencing C-suite stakeholders, including presenting investment cases and managing ex • ecutive relationships.P&L management experience with accountability for practice revenue, margin, an • d utilization targets.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 dive • rse array of contacts.You must be a world-class individual contributor to thrive at Toptal. You will not be here just to tell ot her people what to do. Pr • eferred Qualifications: ServiceNow Certified Implementation Specialist (CIS-ITSM) or higher-level ServiceNo • w partner certification.Familiarity with LLMs, generative AI APIs (OpenAI, Azure OpenAI, Anthropic), and prompt engineering • in enterprise contexts.Experience with AIOps platforms (Moogsoft, BigPanda, Dynatrace) and their inte • gration with ServiceNow.Background in solution architecture for multi-tenant or multi- • client MSP environments.MBA or advanced degree in Computer Science, Information Syst • ems, or a related field.Active presence in the ServiceNow partner ecosystem or ITSM industry community.

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