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VP, AI Services

2 weeks, 5 days ago
Canada
Full-time
Executive
AI (Artificial Intelligence)
Artificial Intelligence and Machine Learning
Generative AI LLM Machine Learning
Apply Now
Toptal

Toptal

Toptal is a curated talent marketplace connecting freelance software developers, designers, finance experts, product managers, and project managers with businesses globally. With a focus on top 3% talent in software engineering, design, and finance, To...

Construction & Engineering
5K-10K
Founded 2010
$4M raised
View All Jobs 17

Description

  • Own the vision, strategy, and P&L for the AI Services practice as a differentiated revenue-generating offering.
  • Develop repeatable AI-enabled service offerings and delivery frameworks for ITIL processes such as Incident Management, Problem Management, Change Enablement, Service Request, and Knowledge Management.
  • Define pricing models, packaging, and go-to-market strategy in collaboration with Sales and Marketing.
  • Build internal playbooks, accelerators, and pre-configured AI assets on ServiceNow to reduce client time-to-value.
  • Serve as an executive AI advisor to clients, engaging C-suite and IT leadership to assess maturity and co-create AI-driven ITSM roadmaps.
  • Lead discovery workshops and maturity assessments to baseline client ITSM and AI capabilities.
  • Present business cases and ROI models for AI investments, translating technical outcomes into business impact.
  • Oversee the architecture and delivery of ServiceNow AI solutions, including Now Assist, Virtual Agent, Predictive Intelligence, ITOM AIOps, NLU, and generative AI integrations.
  • Govern integrations between ServiceNow and external AI platforms such as Azure OpenAI, AWS Bedrock, and Anthropic.
  • Establish delivery standards, quality assurance processes, governance frameworks, and performance metrics for AI-enhanced ITSM services.
  • Recruit, develop, and lead a high-performing team of AI architects, ServiceNow practitioners, and ITSM consultants.
  • Manage the ServiceNow partner relationship and evaluate complementary AI and AIOps vendor partnerships.

Requirements

  • Bachelor’s degree is required.
  • 10+ years of IT services experience, including at least 5 years in a senior leadership role at an MSP, systems integrator, or IT consulting firm.
  • Proven experience building or scaling an ITSM or AI-focused practice within an MSP or professional services organization.
  • Hands-on expertise with ServiceNow at an architect or delivery leadership level, including ITSM Pro, ITOM, Virtual Agent, or Now Assist.
  • Deep applied knowledge of ITIL v4 frameworks; ITIL Managing Professional or Strategic Leader certification is strongly preferred.
  • Demonstrated experience applying AI, automation, or ML within ITSM or IT Operations environments for enterprise clients.
  • Experience influencing C-suite stakeholders, including presenting investment cases and managing executive relationships.
  • P&L management experience with accountability for revenue, margin, and utilization targets.
  • Outstanding written and verbal communication skills.
  • Ability to work in a fast-paced, rapidly growing company and manage a wide variety of challenges, deadlines, and contacts.
  • Must submit resumes and communication in English.
  • ServiceNow Certified Implementation Specialist (CIS-ITSM) or higher-level ServiceNow partner certification is preferred.
  • Familiarity with LLMs, generative AI APIs such as OpenAI, Azure OpenAI, and Anthropic, and prompt engineering in enterprise contexts is preferred.
  • Experience with AIOps platforms such as Moogsoft, BigPanda, or Dynatrace and their integration with ServiceNow is preferred.
  • Background in solution architecture for multi-tenant or multi-client MSP environments is preferred.
  • MBA or advanced degree in Computer Science, Information Systems, or a related field is preferred.
  • Active presence in the ServiceNow partner ecosystem or ITSM industry community is preferred.

Benefits

  • Remote position.
  • Full-time employment.
  • Opportunity to lead a globally distributed, fully remote organization.
  • Executive ownership of a strategically important practice with P&L accountability.
  • Chance to build a new AI Services offering and shape the company’s MSP growth strategy.

Interested in this position?

Apply directly on the company website

Apply Now

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