Position Summary:

We are seeking an IT UX Services Operations & Continuous Improvement Manager to support and optimize IT support operations across Global Service Desk (GSD), Tech Bar, and Field Support activities.

This role is responsible for monitoring service performance, ensuring ticket quality, managing backlog and ageing tickets, and driving continuous improvement initiatives to enhance the overall IT user experience (IT UX).

Key Responsibilities:

Operations Monitoring & Coordination:

Participate in daily operational calls with internal and external service providers.
Monitor ticket volumes, KPIs, SLAs, and operational challenges on IT UX.
Provide day-to-day support to GSD and IT Tech Bar teams by addressing queries and helping resolve blockers.

Backlog & Ticket Management:

Ensure optimal service levels by maintaining a controlled volume of tickets.
Monitor backlog evolution weekly and report deviations.
Perform regular reviews of tickets older than 30 and 60 days.
Collaborate with resolver groups to:

Prioritize critical and ageing tickets
Accelerate resolution of blocked issues

Identify root causes of ticket ageing and propose mitigation actions.

Quality Assurance & Service Excellence:

Ensure all tickets meet quality standards:

Clear descriptions
Proper categorization
Documented root cause and resolution

Reduce ticket reopens and incorrect assignments.
Perform regular quality checks and proactively correct gaps.
Promote consistent application of processes and best practices.

Continuous Improvement:

Drive continuous improvement initiatives across IT services.
Drive improvements through digitalization and self-service enablement via the ServiceNow IT UX Portal.
Validate delivered features and ensure they meet acceptance criteria and user expectations.
Leverage portal analytics and user feedback to identify improvement opportunities.
Analyse recurring issues and service gaps.
Propose and implement improvements to:

Reduce incident creation
Improve user experience
Increase efficiency of support teams

Collaborate with stakeholders to update documentation and processes.
Communicate progress and results regularly.

Reporting & Governance:

Participate in weekly reviews:

Ageing ticket review (with GSD)
Hardware & Tech Bar governance meetings

Track and report KPIs, backlog trends, and service performance.
Highlight risks, deviations, and improvement opportunities.
Track and report on IT UX Portal performance and adoption (usage, deflection rate, user satisfaction).

Backup Role – Global Support Intervention Coordinator

Support planning and coordination of global support interventions when required.
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.

Required Profile:

Experience in IT support operations, service management, or continuous improvement roles.
Strong understanding of IT Service Management (ITSM) processes (incident, request, problem management).
Experience with ticketing systems (e.g., ServiceNow).
Strong analytical and problem-solving skills.
Excellent communication and stakeholder management skills.
Proficiency in reporting tools (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.

Additional requirement :

Experience working with any 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 / UX frameworks.

Join us – and grow with us.

BOBST is an engineering company, pioneering intelligent solutions that shape the future of the packaging world. At BOBST, you make an impact on a global scale – through innovation and advanced technology. You grow by mastering challenges – in a team that strives for excellence. And you enjoy a culture of a family-run enterprise, where values are truly lived. With the combined forces of more than 6400 people and business activities in more than 50 countries, we are positioned as the innovation leader in our industry.