VP, AI Services - US-Based

Toptal, LLC

Job Overview

Location

North America

Job Type

Full-time

Full Job Description

📋 Description

• Lead the vision, strategy, and P&L for Toptal’s AI Services practice as a differentiated, revenue-generating offering within the managed service provider (MSP) portfolio.
• Design, package, and scale repeatable AI-enabled ITSM service offerings focused on Incident Management, Problem Management, Change Enablement, Service Request, and Knowledge Management using ITIL v4 best practices.
• Define pricing models, go-to-market strategies, and service packaging for AI-powered ITSM solutions 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 ITSM maturity, identify AI opportunities, and co-create AI-driven service roadmaps.
• Lead discovery workshops and maturity assessments to baseline clients’ current ITSM and AI capabilities, translating technical capabilities into business outcomes like MTTR reduction and ticket deflection rates.
• Present ROI models and business cases for AI investments to client executives, demonstrating tangible cost avoidance and operational efficiency gains.
• 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 client operational burden and improve end-user experience.
• Apply deep ITIL v4 expertise to ensure AI augments service management processes without introducing technical debt or risk.
• Establish measurable KPIs, SLAs, and 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.
• Create 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 technologies.
• 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 industry positioning.
• 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 measurable revenue growth within the first year.
• Regularly attend scheduled virtual team meetings on camera and work independently with minimal supervision.
• Use all required digital collaboration tools and self-manage workflows and deadlines in a fast-paced, remote environment.

🎯 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

• Participation in a 401(k) retirement plan
• Medical, dental, and vision health insurance plans
• Basic life insurance coverage and 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

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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