IT UX Services Operations & Continuous Improvement Manager

The company seeks a Manager to lead IT UX services operations and continuous improvement, focusing on optimizing global support, enhancing ticket quality, and driving digital self-service initiatives.

This position is dedicated to refining the IT user experience by overseeing daily support operations across global teams. The role involves monitoring service performance metrics, managing ticket backlogs, and implementing strategic improvements to ensure efficient, high-quality support for end users.

Responsibilities

• Attend daily operational meetings with internal teams and external service partners.
• Track ticket volumes, key performance indicators, and service level agreements to identify operational challenges.
• Provide daily assistance to the Global Service Desk and Tech Bar teams to resolve blockers and answer queries.
• Maintain controlled ticket volumes to ensure optimal service levels.
• Review backlog trends weekly and report any significant deviations.
• Conduct regular audits of tickets older than 30 and 60 days to ensure timely resolution.
• Work with resolver groups to prioritize critical and aged tickets.
• Accelerate the resolution of blocked issues by identifying root causes and proposing mitigation actions.
• Ensure all tickets meet quality standards, including clear descriptions, proper categorization, and documented resolutions.
• Reduce ticket reopens and incorrect assignments through proactive quality checks.
• Promote consistent application of processes and best practices across IT services.
• Drive continuous improvement initiatives, including digitalization and self-service enablement via the ServiceNow IT UX Portal.
• Validate delivered features against acceptance criteria and user expectations.
• Use portal analytics and user feedback to identify areas for improvement.
• Analyze recurring issues and service gaps to propose solutions that reduce incident creation and improve efficiency.
• Collaborate with stakeholders to update documentation and processes.
• Communicate progress and results regularly to relevant parties.
• Participate in weekly reviews, including ageing ticket reviews and governance meetings.
• Track and report on KPIs, backlog trends, and overall service performance.
• Highlight risks, deviations, and improvement opportunities.
• Monitor IT UX Portal performance, including usage, deflection rates, and user satisfaction.
• Support the planning and coordination of global support interventions when needed.
• Assist in tracking vendor performance, SLA compliance, and reporting.
• Ensure alignment between interventions, contracts, and requester needs.
• Maintain effective communication with internal teams and external providers.

Requirements

• Experience in IT support operations, service management, or continuous improvement roles.
• Strong understanding of IT Service Management (ITSM) processes, including incident, request, and problem management.
• Experience with ticketing systems, particularly ServiceNow.
• Strong analytical and problem-solving skills.
• Excellent communication and stakeholder management skills.
• Proficiency in reporting tools such as Excel, Power BI, or similar.
• Excellent communication skills in English, both written and spoken.
• Ability to work in a multicultural and remote environment.
• Analytical mindset, attention to detail, and customer-oriented approach.

Nice to have

• Experience in digital product design, UX principles, or self-service platforms.
• Experience working with global service providers.
• Knowledge of End User Computing and IT infrastructure environments.
• Experience in KPI management, SLA tracking, and vendor governance.
• Experience with ServiceNow Portal, Employee Center, or UX frameworks.

What the company offers

• Opportunity to make an impact on a global scale through innovation and advanced technology.
• Opportunity to grow by mastering challenges in a team that strives for excellence.
• Culture of a family-run enterprise where values are truly lived.

About the company

BOBST is an engineering company pioneering intelligent solutions that shape the future of the packaging world. With more than 6,400 employees and business activities in over 50 countries, the company is positioned as the innovation leader in its industry.

• Pioneering intelligent solutions for the packaging industry.
• Global presence with over 6,400 employees in more than 50 countries.
• Family-run enterprise culture with lived values.

How to apply

Application language: English