IT Success & Enablement Manager (f/m/d), 100%

To drive our continuous organic growth, we are constantly looking for highly qualified professionals. To strengthen our team in the Global IT department, we are looking for a dedicated IT Success & Enablement Manager (f/m/d), 100%.

The IT Success & Enablement Manager is responsible for ensuring employees and support teams get maximum value from the organization's IT services, tools, and technologies and are fully enabled to achieve measurable success.
This role combines change management, training, communication, digital adoption, continuous improvement, and customer experience, ensuring that IT solutions are effectively adopted and that employees are empowered to work efficiently and securely.

This role acts as the bridge between IT, business stakeholders, and end users, driving a positive digital experience and ensuring high customers satisfaction across all IT touchpoints.

Your tasks:

User Enablement & Digital Adoption

• Develop and execute adoption strategies for new and existing IT services, applications, tools, and platforms
• Create and deliver user training, guides, knowledge base content, and onboarding materials
• Lead IT-related communication campaigns for changes, updates, and lifecycle events
• Promote best practices and drive awareness of available IT services
• Self-Service & Automation Expansion

Employee Experience & Success Management

• Continuously measure and improve the end-user digital experience (DEX)
• Collect, analyze, and act on user feedback using surveys, analytics, and support insights
• Definition of Success and implementation of metrics to measure and report it
• Advocate for user needs and influence IT roadmaps
• Own the "voice of the customer" within IT

Change Management

• Support organizational change activities for IT initiatives in alignment with frameworks such as ITIL
• Work with technical teams to prepare the business for upcoming changes and ensure smooth transitions
• Support rollout of new systems through communication, training, and stakeholder alignment

Knowledge Management

• Own and maintain IT knowledge content (internal + external)
• Ensure high-quality, consistent, and up-to-date documentation
• Implement knowledge governance aligned with ITIL Knowledge Management

Service Improvement & Performance Insights

• Identify trends from ticket data, analytics, customer feedback, and service metrics.
• Collaborate with IT teams to reduce friction points and improve service delivery
• Track KPIs such as adoption rates, satisfaction (CSAT), DEX scores, and training effectiveness
• Executive & Stakeholder Reporting

Stakeholder Engagement

• Partner with HR, Communications, Security, and Business Units to align IT enablement activities
• Support executives and departments with targeted IT success initiatives
• Communicate complex IT topics in business-friendly language

Others

• Run and manage the Walk-In
• Delivers standardized, multilingual onboarding sessions monthly to welcome and equip new hires with digital tools knowledge
• Support Head of Service Desk on various tasks

Your profile:

Education & Experience

• Bachelor's degree in IT, Business, Communication, or related field (or equivalent experience)
• More than 7 years' experience in roles such as IT Service Management, Digital Workplace, Change Management, Training, or Customer Success with a regional or global reach
• Experience in pharma and chemical industries - Nice to Have
• Experience in GxP environments and validation systems - Nice to Have
• Experience in Labor or Manufacturing equipments and systems - Nice to have

Skills & Competencies

• Strong communication and presentation skills
• Experience with ITIL processes, especially Incident and Knowledge. ITIL Foundation certification is a plus
• Overall understanding about various IT systems, infrastructure and how they connect to each other
• Experience in ServiceNow or other ITSM platforms is an advantage
• Get things done in a global matrix organization
• Understanding of modern workplace technologies (Microsoft 365, endpoint management, collaboration tools, Windows 11, etc.)
• Understanding of modern workplace devices (Notebooks, Tablets and Mobiles devices)
• Ability to translate technical concepts into user-friendly content
• Strong analytical mindset; able to interpret experience/usage metrics
• Stakeholder management and cross-functional collaboration experience

Key Personal Attributes

• Customer‑centric mindset
• Empathy and ability to understand end‑user needs
• Proactive and improvement-oriented
• Excellent organizational and project coordination skills
• Ability to influence without authority

KPIs & Measures of Success

• Increase in digital adoption of IT services
• Improvement in IT Customer Satisfaction (CSAT)
• Reduction of support tickets through enablement and improved knowledge
• Improved DEX scores
• Successful delivery of training and communication programs

Our offer:

• A dynamic and rapidly growing work environment with internal development and training opportunities

• Flexible working hours with home office days and an option for obtaining additional vacation days through workload reduction
• Company‑run daycare center on the Bachem Campus in Bubendorf
• 60% coverage of pension fund contributions by Bachem AG as well as option for extra-mandatory pension provision with our Pension Plan Plus
• Access to benefits platforms with discounts from external partners
• Fresh, healthy and varied food in our staff restaurant
• A wide range of free sports activities on the Bachem Campus

Would you like to drive innovation together with us?

We look forward to receiving your complete application documents via our application portal.

Learn more about the Bachem Group and get inspired by our exciting work environment at our location in Bubendorf!