Lead ITSM & AI Virtual Agent Rollout (ServiceNow)

STAFFKING PTE LTD; Singapore; On-site; SGD 67,000 - 89,000; Full time

Benefits offered by this job

AWS bonus

Medical benefits

Flexible benefits

Annual leave 18 days

Job summary

Staffking Pte Ltd in Singapore is seeking an experienced ITSM leader to run day-to-day support for the company’s business application portfolio, ensuring system stability and SLA-compliant incident handling. The role includes planning and deploying an AI virtual agent to resolve common user issues.

You will serve as the L2 escalation point, coordinate upgrades and UAT with vendors, and drive adoption through training while tracking performance and managing budgets.

Qualifications

• Experience leading application support or ITSM teams.
• ITIL Foundation certification preferred.
• Experience delivering chatbots or virtual agents is a plus.

Responsibilities

• Run day-to-day support for the company's business application portfolio and resolve incidents within SLA.
• Act as the L2 escalation point and coordinate vendors and internal teams.
• Drive AI virtual agent rollout: plan scope, escalation rules and L1-to-L2 handover.
• Coordinate upgrades, UAT with users and vendors, enforce ITSM practices.
• Track performance, deflection and catalogue growth, manage vendors and budget.

Skills

ITSM leadership

L2 support

Incident management

Vendor coordination

AI chatbot rollout

Tools

ServiceNow

Copilot Studio

Job description

Staffking Pte Ltd in Singapore is seeking an experienced ITSM leader to run day-to-day support for the company’s business application portfolio, ensuring system stability and SLA-compliant incident handling. The role includes planning and deploying an AI virtual agent to resolve common user issues.

You will serve as the L2 escalation point, coordinate upgrades and UAT with vendors, and drive adoption through training while tracking performance and managing budgets.