{"id":3038623,"url":"https://alion.io/job/bobst-it-ux-services-operations-continuous-improvement-manager","title":"IT UX Services Operations & Continuous Improvement Manager","company":{"id":1835322,"name":"BOBST","domain":"bobst.com","url":"https://alion.io/company/bobst-com","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Umantis","truth_index":{"grade":"B","score":78,"open_postings":9,"ghost_share":0,"stale_share":0.889,"repost_share":0,"time_to_fill_p50_days":41,"computed_at":"2026-11-05T05:54:30Z"}},"role":"Operations","role_family":"Operations","seniority":null,"employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Pune, India"],"countries":["IN"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"ITSM","optional":false},{"name":"Power BI","optional":false},{"name":"Service Desk","optional":false},{"name":"ServiceNow","optional":false}],"status":"live","first_seen_at":"2026-07-01T12:00:00Z","employer_posted_date":"2026-10-21","last_verified_at":"2026-11-05T02:51:38Z","board_verified":true,"closed_at":null,"days_open":126,"trust":{"level":"stale","repost_count":0,"flags":["stale"],"days_open":126},"description":"IT UX Services Operations & Continuous Improvement Manager\nBIN - Bobst India Pvt Ltd.\nApply now\n\nPosition Summary:\n\nWe 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.\nThis 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).\nKey Responsibilities:\n\n Operations Monitoring & Coordination:\n Participate in daily operational calls with internal and external service providers.\n Monitor ticket volumes, KPIs, SLAs, and operational challenges on IT UX.\n Provide day-to-day support to GSD and IT Tech Bar teams by addressing queries and helping resolve blockers.\n Backlog & Ticket Management:\n Ensure optimal service levels by maintaining a controlled volume of tickets.\n Monitor backlog evolution weekly and report deviations.\n Perform regular reviews of tickets older than 30 and 60 days.\n Collaborate with resolver groups to:\n Prioritize critical and ageing tickets\n Accelerate resolution of blocked issues\n Identify root causes of ticket ageing and propose mitigation actions.\n Quality Assurance & Service Excellence:\n Ensure all tickets meet quality standards:\n Clear descriptions\n Proper categorization\n Documented root cause and resolution\n Reduce ticket reopens and incorrect assignments.\n Perform regular quality checks and proactively correct gaps.\n Promote consistent application of processes and best practices.\n Continuous Improvement:\n Drive continuous improvement initiatives across IT services.\n Drive improvements through digitalization and self-service enablement via the ServiceNow IT UX Portal.\n Validate delivered features and ensure they meet acceptance criteria and user expectations.\n Leverage portal analytics and user feedback to identify improvement opportunities.\n Analyse recurring issues and service gaps.\n Propose and implement improvements to:\n Reduce incident creation\n Improve user experience\n Increase efficiency of support teams\n Collaborate with stakeholders to update documentation and processes.\n Communicate progress and results regularly.\n Reporting & Governance:\n Participate in weekly reviews:\n Ageing ticket review (with GSD)\n Hardware & Tech Bar governance meetings\n Track and report KPIs, backlog trends, and service performance.\n Highlight risks, deviations, and improvement opportunities.\n Track and report on IT UX Portal performance and adoption (usage, deflection rate, user satisfaction).\n Backup Role - Global Support Intervention Coordinator\n Support planning and coordination of global support interventions when required.\n Assist in tracking vendor performance, SLA compliance, and reporting.\n Ensure alignment between interventions, contracts, and requester needs.\n Maintain effective communication with internal teams and external providers.\n Required Profile: Experience in IT support operations, service management, or continuous improvement roles.\n Strong understanding of IT Service Management (ITSM) processes (incident, request, problem management).\n Experience with ticketing systems (e.g., ServiceNow).\n Strong analytical and problem-solving skills.\nExcellent communication and stakeholder management skills.\n Proficiency in reporting tools (Excel, Power BI, or similar).\n Excellent communication skills in English (written and spoken).\n Ability to work in a multicultural and remote environment.\n Analytical mindset, attention to detail, and customer-oriented approach.\n Experience in digital product design, UX principles, or self-service platforms.\n Additional requirement : Experience working with any global service providers.\n Knowledge of End User Computing and IT infrastructure environments.\n Experience in KPI management, SLA tracking, and vendor governance.\n Experience with ServiceNow Portal / Employee Center / UX frameworks.\n Join us - and grow with us.\nBOBST 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.\nApply now\nFollow us\n\nWorking at BOBST: The Guided Tour","description_format":"text","description_chars":4612,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"English","level":"All levels","optional":false}]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Paper & Pulp Manufacturing","Packaging Design"],"lifecycle":[{"event":"open","at":"2026-10-21T22:09:00Z"}],"visa":[],"liveness":{"score":11,"band":"cold","label":"Long shot","p_open":1,"p_active":0.393,"p_room":0.28,"age_days":126,"expected_fill_days":41,"reasons":["conf:3","win:tail","crowd:"],"computed_at":"2026-11-05T05:54:30Z"},"pay":null,"html_url":"https://alion.io/job/bobst-it-ux-services-operations-continuous-improvement-manager","json_url":"https://alion.io/job/bobst-it-ux-services-operations-continuous-improvement-manager.json","meta":{"generated_at":"2026-11-05T06:54:30Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":8546,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-06T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":1835322},"rest":"https://alion.io/mcp/rest/get_company?id=1835322"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fbobst-it-ux-services-operations-continuous-improvement-manager"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fbobst-it-ux-services-operations-continuous-improvement-manager"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fbobst-it-ux-services-operations-continuous-improvement-manager"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/bobst-it-ux-services-operations-continuous-improvement-manager\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fbobst-it-ux-services-operations-continuous-improvement-manager"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3038623}},{"tool":"search_jobs","arguments":{"company":"bobst.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3038623},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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