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:
Transparent 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 experi
📌 IT UX Services Operations (Pune)
🏢 BOBST
📍 Pune