VP, AI Services

Toptal

VP of AI Services at Toptal overseeing AI-driven IT service transformation and managing client relationships. Building and leading AI Services practice for delivering high-impact solutions.

Posted 6/15/2026full-timeRemote • 🇺🇸 United StatesLeadWebsite

Tech Stack

Tools & technologies

AWSAzureITSMServiceNow

About the role

Key responsibilities & impact

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 client 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 for clients.
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 ITSM roadmaps.
Lead discovery workshops and maturity assessments to baseline clients’ current ITSM and AI capabilities.
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 opportunities.
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 client engagements.
Drive adoption of AI-powered ServiceNow features that measurably reduce client operational burden and improve end-user experience.
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 resolution for clients.
Establish governance and measurement frameworks (KPIs, SLAs, OLAs) for AI-enhanced ITSM processes delivered to clients.
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 services organization.
Foster a culture of innovation and continuous improvement, encouraging the team to test and adopt emerging AI capabilities.
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.

Requirements

What you’ll need

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 delivery leadership level.
Deep, applied knowledge of ITIL v4 frameworks; ITIL Managing Professional or Strategic Leader certification strongly preferred.
Demonstrated experience applying AI, automation, or ML within ITSM or IT Operations environments for enterprise clients.
Experience engaging and influencing C-suite stakeholders, including presenting investment cases and managing executive relationships.
P&L management experience with accountability for practice revenue, margin, and 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 diverse array of contacts.

Benefits

Comp & perks

Participation in a 401(k) retirement plan
Medical, dental, and vision health insurance plans
Basic life insurance coverage
Short-term and long-term disability coverage
Access to flexible spending, dependent care, and health savings accounts
Access to telehealth virtual doctors
Employee assistance program
Flexible paid time off

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

AIITIL v4ServiceNowITSMAIOpsautomationmachine learningP&L managementgo-to-market strategydelivery frameworks

Soft Skills

leadershipcommunicationclient relationship managementstrategic thinkinginnovationteam developmentproblem-solvinginfluencingpresentation skillsadaptability

Certifications

Bachelor's degreeITIL Managing ProfessionalITIL Strategic Leader