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. • 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

• 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

• 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