VP, AI Services

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Toptal

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2010

🤝 B2B

🎯 Recruiter

🏪 Marketplace

💰 Seed Round on 2012-06

B2B • Recruitment • Marketplace

Toptal is an exclusive network of the top freelance software developers, designers, marketing experts, finance experts, product managers, and project managers in the world. The company provides businesses with access to highly skilled professionals to tackle their most important projects. Toptal's offerings allow companies to quickly and flexibly hire top talent for various roles, including developers, designers, and finance experts, among others. These professionals are rigorously tested and vetted to ensure high quality and an excellent trial-to-hire success rate of 98%. With a global presence and a focus on embracing advanced skills such as blockchain and AI, Toptal is leading the future of on-demand work. Companies rely on Toptal for high-skilled freelance talent across various sectors, ensuring they can build amazing teams rapidly and efficiently as per their project needs.

📋 Description

• 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. • 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. • 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. • Establish delivery standards and quality assurance processes to ensure consistent, best-practice implementation across all client engagements. • Recruit, develop, and lead a high-performing team of AI architects, ServiceNow practitioners, and ITSM consultants.

🎯 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 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. • 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. • ServiceNow Certified Implementation Specialist (CIS-ITSM) or higher-level ServiceNow partner certification preferred. • Familiarity with LLMs, generative AI APIs (OpenAI, Azure OpenAI, Anthropic), and prompt engineering in enterprise contexts preferred. • Experience with AIOps platforms (Moogsoft, BigPanda, Dynatrace) and their integration with ServiceNow preferred. • Background in solution architecture for multi-tenant or multi-client MSP environments preferred. • MBA or advanced degree in Computer Science, Information Systems, or a related field preferred. • Active presence in the ServiceNow partner ecosystem or ITSM industry community preferred.

🏖️ Benefits

• Resumes and communication must be submitted in English.