Associate Vice President driving AI operations and observability strategies at TD Bank. Leading transformation for enterprise technology operations to enhance resilience and incident intelligence.
About the role
- Vice President of AI Services leading AI-powered ITSM solutions for clients. Overseeing practice strategy, client engagement, and team development in a fully remote setup.
Responsibilities
- 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.
- 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.
- Maintain trusted advisor relationships across a portfolio of accounts, ensuring client satisfaction and identifying expansion opportunities.
- Oversee the architecture and delivery of ServiceNow AI solutions for clients: Now Assist, Virtual Agent, Predictive Intelligence, ITOM AIOps, NLU, and generative AI integrations.
- Establish delivery standards and quality assurance processes to ensure 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
- 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.
- Proven track record of building or scaling an ITSM or AI-focused practice within an MSP or professional services organization.
- Hands-on expertise with ServiceNow — ITSM Pro, ITOM, Virtual Agent, or Now Assist — at an architect or delivery leadership level.
- Deep, applied knowledge of ITIL v4 frameworks; ITIL Managing Professional or Strategic Leader certification strongly preferred.
- 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.
- Outstanding written and verbal communication skills.
- 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. You will not be here just to tell other people what to do.
- ServiceNow Certified Implementation Specialist (CIS-ITSM) or higher-level ServiceNow partner certification preferred.
- Familiarity with LLMs, generative AI APIs (OpenAI, Azure OpenAI, Anthropic), and prompt engineering in enterprise contexts preferred.
- Experience with AIOps platforms (Moogsoft, BigPanda, Dynatrace) and their integration with ServiceNow preferred.
- Background in solution architecture for multi-tenant or multi-client MSP environments preferred.
- MBA or advanced degree in Computer Science, Information Systems, or a related field preferred.
- Active presence in the ServiceNow partner ecosystem or ITSM industry community preferred.
Benefits
- Resumes and communication must be submitted in English.
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