Remote VP, AI Services & ITSM Innovation

Toptal; United States; Remote; USD 250,000 - 380,000; Full time

Benefits offered by this job

401(k) retirement plan

Health insurance

Disability coverage

Paid time off

Dental & vision

Job summary

Toptal is seeking a VP of AI Services to own the design, delivery, and scale of AI-powered ITSM offerings. You will lead the AI Services practice, partnering with client executives to translate ITSM challenges into repeatable, high-impact AI-enabled services. This role carries P&L accountability and reports to the CEO of Services.

Remote position in the United States. You will build methodologies, tooling, and talent to enable delivery at scale and drive strategic growth for the MSP portfolio.

Qualifications

• Bachelor's degree required.
• 10+ years of IT services experience.
• 5+ years in a senior leadership role within MSP/IT consulting.
• Hands-on ServiceNow experience (ITSM/ITOM/Virtual Agent/Now Assist).
• Strong ITIL v4 knowledge; leadership in ITIL processes.
• Proven ability to engage C-suite and manage client executive relationships.
• P&L ownership for a services practice.
• Exceptional written and verbal communication; fast-moving, high-growth environment.

Responsibilities

• Lead the AI Services practice, defining vision, roadmap, and P&L.
• Engage client executives, assess maturity, and co-create AI-driven ITSM roadmaps.
• Oversee ServiceNow AI delivery, including AI features and integrations.
• Apply ITIL v4 to align AI-driven ITSM with client processes.
• Build and develop a high-performing AI/ITSM delivery team.
• Foster partnerships with ServiceNow and other AI vendors to expand capabilities.

Skills

Executive leadership

AI strategy

ServiceNow

ITIL v4

C-suite engagement

P&L management

Education

Bachelor's degree

Tools

ServiceNow ITSM

AIOps platforms

Job description

Toptal is seeking a VP of AI Services to own the design, delivery, and scale of AI-powered ITSM offerings. You will lead the AI Services practice, partnering with client executives to translate ITSM challenges into repeatable, high-impact AI-enabled services. This role carries P&L accountability and reports to the CEO of Services.

Remote position in the United States. You will build methodologies, tooling, and talent to enable delivery at scale and drive strategic growth for the MSP portfolio.