IT UX Services Operations & Continuous Improvement Manager

Bobst seeks an IT UX Services Operations & Continuous Improvement Manager to optimize global IT support, enhance user experience, and drive service quality through data-driven improvements and digitalization.

This position focuses on refining IT support operations across the Global Service Desk, Tech Bar, and Field Support teams. The manager monitors service performance, manages ticket backlogs, and leads initiatives to improve the overall IT user experience through better processes and digital tools.

Responsibilities

• Lead daily operational calls with internal teams and external service providers.
• Track ticket volumes, KPIs, SLAs, and operational challenges within IT UX.
• Provide daily support to GSD and IT Tech Bar teams to resolve queries and blockers.
• Maintain controlled ticket volumes to ensure optimal service levels.
• Review backlog evolution weekly and report any deviations.
• Conduct regular reviews of tickets older than 30 and 60 days.
• Work with resolver groups to prioritize critical and aging tickets.
• Accelerate the resolution of blocked issues.
• Identify root causes of ticket aging and propose mitigation actions.
• Ensure all tickets meet quality standards, including clear descriptions and proper categorization.
• Reduce ticket reopens and incorrect assignments through quality checks.
• Promote consistent application of processes and best practices.
• Drive continuous improvement initiatives across IT services.
• Implement improvements through 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 improvement opportunities.
• Analyze recurring issues and service gaps.
• Propose and implement changes to reduce incident creation and improve support efficiency.
• Collaborate with stakeholders to update documentation and processes.
• Communicate progress and results regularly.
• Participate in weekly reviews, including aging ticket reviews and governance meetings.
• Track and report KPIs, backlog trends, and service performance.
• Highlight risks, deviations, and improvement opportunities.
• Monitor IT UX Portal performance, adoption, usage, deflection rate, and user satisfaction.
• Support planning and coordination of global support interventions.
• 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 (written and spoken).
• Ability to work in a multicultural and remote environment.
• Analytical mindset, attention to detail, and customer-oriented approach.
• 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.

About the company

Bobst is a global engineering company and innovation leader in the packaging industry, pioneering intelligent solutions that shape the future. With over 6,400 employees across more than 50 countries, the company operates with a family-run culture where values are deeply embedded. Employees have the opportunity to make a global impact through advanced technology and innovation while growing within a team that strives for excellence.

• Bobst is an engineering company pioneering intelligent solutions for the packaging world.
• Employees make a global impact through innovation and advanced technology.
• The company fosters a culture of excellence and continuous growth.
• Bobst operates with a family-run enterprise culture where values are lived daily.
• The company has over 6,400 employees and business activities in more than 50 countries.
• Bobst is positioned as the innovation leader in its industry.