IT UX Services Operations & Continuous Improvement Manager

BOBST; Maharashtra; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

BOBST in Maharashtra is looking for an IT UX Services Operations & Continuous Improvement Manager to oversee service performance and enhance user experience across various IT functions. Your primary responsibility will be to ensure operational efficiency by managing ticket quality and driving continuous improvement initiatives.

The ideal candidate should have robust experience in IT support operations and service management, along with strong communication skills. Knowledge of ServiceNow is essential.

Qualifications

• Experience in IT support operations, service management, or continuous improvement roles.
• Strong understanding of ITSM processes: incident, request, and problem management.
• Analytical mindset, attention to detail, and customer-oriented approach.

Responsibilities

• Monitor ticket volumes, KPIs, SLAs, and operational challenges on IT UX.
• Drive continuous improvement initiatives across IT services.
• Participate in daily operational calls with internal and external service providers.

Skills

Experience in IT support operations

Strong understanding of IT Service Management (ITSM)

Experience with ticketing systems such as ServiceNow

Strong analytical and problem‑solving skills

Excellent communication and stakeholder management skills

Proficiency in reporting tools (Excel, Power BI)

Excellent written and spoken English

Ability to work in a multicultural environment

Analytical mindset and attention to detail

Experience in digital product design

Tools

ServiceNow

Excel

Power BI

Job description

Position Summary

IT UX Services Operations & Continuous Improvement Manager – 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 across Global Service Desk, Tech Bar, and Field Support activities.

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 resolving blockers.
• Backlog & Ticket Management
  • Maintain controlled ticket volume to ensure optimal service levels.
  • Monitor backlog evolution weekly and report deviations.
  • Review tickets older than 30 and 60 days.
  • Collaborate with resolver groups to prioritize critical and ageing tickets and 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 to 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, and increase support team efficiency.
  • 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, and problem management.
• Experience with ticketing systems such as ServiceNow.
• Strong analytical and problem‑solving skills.
• Excellent communication and stakeholder management skills.
• Proficiency in reporting tools (Excel, Power BI, or similar).
• Excellent written and spoken English communication skills.
• 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 Requirements

• 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 / UX frameworks.