Toptal

VP, AI Services - US-Based

North America · Vp · Full-time

No sponsorshipDetected 37 days ago

AWSAzureMachine LearningLLMsLeadershipCommunicationCollaborationPublic Speaking

About the role

We are a managed service provider (MSP) at the forefront of AI-driven IT service transformation.
This is a client-facing leadership role that sits at the intersection of artificial intelligence, ITIL best practices, and ServiceNow - and is central to our growth strategy.
This role reports directly to the CEO of Services and carries P&L accountability for the AI Services practice.

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.
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.
Maintain trusted advisor relationships across a portfolio of accounts, ensuring client satisfaction and identifying expansion opportunities.

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.
Hands-on expertise with ServiceNow - ITSM Pro, ITOM, Virtual Agent, or Now Assist - at an architect or delivery leadership level.
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.
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.
Familiarity with LLMs, generative AI APIs (OpenAI, Azure OpenAI, Anthropic), and prompt engineering in enterprise contexts.
Experience with AIOps platforms (Moogsoft, BigPanda, Dynatrace) and their integration with ServiceNow.

Deep, applied knowledge of ITIL v4 frameworks
ITIL Managing Professional or Strategic Leader certification strongly preferred.

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.
Represent the company at industry events, conferences, and ServiceNow communities as a thought leader in AI-powered ITSM.

With $200+ million in annual revenue and team members based around the globe, Toptal is the world's largest fully remote workforce.

Learn about Toptal's history, culture, and vision, with a focus on the state of our industry, the Future of Work, and the core messages important to Toptal.
This position receives a base salary and is eligible to earn both a quarterly discretionary bonus based on the achievement of assigned objectives and monthly commissions based on revenue generated from engagements sold.
Own the vision, strategy, and P&L for the AI Services practice, establishing it as a differentiated, revenue-generating offering within our MSP portfolio.

Grow and operate a profitable AI Services practice.
Continue to grow the revenue line.
Ensure the practice is recognized externally as a differentiator in the company's MSP positioning.

This listing is sourced directly from Toptal's careers page and normalized into a canonical job model.