VP, AI Services

This is a fully remote position, open to applicants in Canada.

📋 Description

• Take ownership of the vision, strategy, and P&L for the AI Services practice, establishing it as a unique, revenue-generating component within our MSP portfolio.

• Create repeatable service offerings and delivery frameworks that integrate AI into ITIL processes — including Incident Management, Problem Management, Change Enablement, Service Request, and Knowledge Management — for a diverse clientele.

• Define pricing structures, packaging, and go-to-market strategies for AI-enabled ITSM services in partnership with Sales and Marketing.

• Act as the executive-level AI advisor for key clients, engaging with C-suite and IT leadership stakeholders to evaluate maturity, uncover opportunities, and collaboratively develop AI-driven ITSM roadmaps.

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

• Oversee the architecture and delivery of ServiceNow AI solutions for clients, including Now Assist, Virtual Agent, Predictive Intelligence, ITOM AIOps, NLU, and generative AI integrations.

• Establish delivery standards and quality assurance processes to guarantee 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

• A Bachelor’s degree is required.

• Over 10 years of IT services experience, with a minimum of 5 years in a senior leadership position within a managed service provider, systems integrator, or IT consulting firm.

• A proven history of building or scaling an ITSM or AI-focused practice within an MSP or professional services organization.

• Hands-on experience with ServiceNow — ITSM Pro, ITOM, Virtual Agent, or Now Assist — at an architect or delivery leadership level.

• Extensive, practical knowledge of ITIL v4 frameworks; ITIL Managing Professional or Strategic Leader certification is strongly preferred.

• Demonstrated experience in applying AI, automation, or ML within ITSM or IT Operations settings for enterprise clients.

• Experience in engaging and influencing C-suite stakeholders, including the ability to present investment cases and manage executive relationships.

• P&L management experience with responsibility for practice revenue, margin, and utilization targets.

• Exceptional written and verbal communication skills.

• Capability to thrive in a fast-paced, rapidly growing organization while managing a diverse array of challenges, deadlines, and contacts.

• You must be a top-tier individual contributor to succeed at Toptal; your role will not be solely about directing others.

• ServiceNow Certified Implementation Specialist (CIS-ITSM) or a higher-level ServiceNow partner certification is preferred.

• Familiarity with LLMs, generative AI APIs (OpenAI, Azure OpenAI, Anthropic), and prompt engineering in enterprise environments is preferred.

• Experience with AIOps platforms (Moogsoft, BigPanda, Dynatrace) and their integration with ServiceNow is preferred.

• A background in solution architecture for multi-tenant or multi-client MSP environments is preferred.

• An MBA or an advanced degree in Computer Science, Information Systems, or a related field is preferred.

• An active presence in the ServiceNow partner ecosystem or ITSM industry community is preferred.

🏝️ Benefits

• Resumes and communication must be submitted in English.