VP, AI Services

Toptal, LLC

Job Overview

Location

Canada

Job Type

Full-time

Full Job Description

📋 Description

• Lead the vision, strategy, and P&L for Toptal’s AI Services practice as a revenue-generating offering within the managed service provider (MSP) portfolio.
• Design and scale repeatable AI-enabled IT Service Management (ITSM) solutions grounded in ITIL v4 best practices, targeting processes such as Incident Management, Problem Management, Change Enablement, Service Request, and Knowledge Management.
• Define pricing models, packaging, and go-to-market strategies for AI-powered ITSM services in collaboration with Sales and Marketing teams.
• Build internal intellectual property including playbooks, accelerators, and pre-configured AI assets on ServiceNow to reduce time-to-value for clients.
• Serve as the executive-level AI advisor to key clients, engaging C-suite and IT leadership 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, translating technical capabilities into business outcomes like MTTR reduction, ticket deflection, and cost avoidance.
• Oversee the architecture and delivery of ServiceNow AI solutions including Now Assist, Virtual Agent, Predictive Intelligence, ITOM AIOps, NLU, and generative AI integrations.
• Govern integrations between ServiceNow and external AI platforms such as Azure OpenAI, AWS Bedrock, and Anthropic to extend client capabilities.
• Establish delivery standards, quality assurance processes, and governance frameworks to ensure consistent, best-practice implementation across all client engagements.
• Champion a shift-left philosophy through AI-driven self-service, knowledge deflection, and automated resolution to reduce operational burden and improve end-user experience.
• Develop and implement measurement frameworks using KPIs, SLAs, and OLAs to quantify the impact of AI-enhanced ITSM processes.
• Recruit, develop, and lead a high-performing team of AI architects, ServiceNow practitioners, and ITSM consultants with clear career paths and capability-building programs.
• Foster a culture of innovation and continuous improvement, encouraging the team to test and adopt emerging AI capabilities.
• Manage and deepen Toptal’s strategic partnership with ServiceNow, 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 Toptal as a thought leader at industry events, conferences, and ServiceNow communities on AI-powered ITSM.
• Onboard into Toptal’s culture and operations in the first week, shadowing key teams and learning the company’s vision and core messages.
• Deepen understanding of the client portfolio and internal capabilities within the first month, establishing relationships with key clients and the ServiceNow partner team.
• Define the AI Services practice roadmap and land the first client AI-ITSM engagement within the first three months.
• Finalize repeatable delivery playbooks and document measurable client outcomes (e.g., ticket deflection, MTTR improvement) within the first six months.
• Grow and operate a profitable AI Services practice with sustained revenue growth within the first year, ensuring external recognition as a differentiator in Toptal’s MSP positioning.

🎯 Requirements

• Bachelor’s degree required
• 10+ years of IT services experience with at least 5 years in a senior leadership role within an MSP, 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

🏖️ Benefits

• Fully remote position with global team members
• Opportunity to lead a high-impact, revenue-generating AI Services practice with P&L accountability
• Direct engagement with C-suite and IT leadership at enterprise clients
• Access to ServiceNow partnership programs and co-sell opportunities
• Culture that encourages innovation, social interaction, and professional growth
• Exposure to cutting-edge AI platforms including Azure OpenAI, AWS Bedrock, and Anthropic

Skills & Technologies

AWS

Azure

Remote

Degree Required

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Toptal, LLC

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About Toptal, LLC

Toptal operates a global marketplace that screens and connects businesses with freelance software engineers, designers, finance experts, product managers, and project managers. Founded in 2010, the company uses a rigorous vetting process—accepting fewer than 3% of applicants—to supply on-demand talent for short-term contracts or long-term engagements. Clients range from startups to Fortune 500 enterprises seeking scalable teams without traditional hiring overhead. Toptal handles talent matching, contracts, and payments, enabling remote collaboration across time zones. The fully distributed organization itself has no central headquarters and relies on the same freelance model internally.

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