VP, AI Services

Toptal is a global network of top talent in business, design, and technology that enables companies to scale their teams, on-demand. With $200+ million in annual revenue and team members based around the globe
, Toptal is the world’s largest fully remote workforce.

We take the best elements of virtual teams and combine them with a support structure that encourages innovation, social interaction, and fun. We see no borders, move at a fast pace, and are never afraid to break the mold.

We are a managed service provider (MSP) at the forefront of AI-driven IT service transformation. As our Vice President of AI Services, you will be the executive owner of how we design, deliver, and scale AI-powered ITSM solutions for our clients. This is a client-facing leadership role that sits at the intersection of artificial intelligence, ITIL best practices, and Service Now — and is central to our growth strategy.

You will build and lead our AI Services practice, partnering directly with client executives to understand their ITSM challenges and translating those needs into repeatable, high-impact AI-enabled service offerings. You will also work internally to develop the methodologies, tooling, and talent that allow our delivery teams to execute at scale.

This role reports directly to the CEO of Services and carries P&L accountability for the AI Services practice.

This is a remote position. Applicants must be authorized to work in the US at the time of hire. Resumes and communication must be submitted in English.

The following information is intended to describe the general nature and level of work being performed. It is not intended to be an exhaustive list of all duties, responsibilities, or required skills.

• 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 Service Now that reduce time-to-value for clients.

Client Engagement & Advisory.

• 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.

Service Now AI Delivery.

• Oversee the architecture and delivery of Service Now AI solutions for clients:
  Now Assist, Virtual Agent, Predictive Intelligence, ITOM AIOps, NLU, and generative AI integrations. Govern integrations between Service Now 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 Service Now features that measurably reduce client operational burden and improve end-user experience.

ITIL & Process Excellence.

• 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.

Team Building & Talent Development.

• Recruit, develop, and lead a high-performing…