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
Continuously measure and improve the end-user digital experience (DEX)
Collect, analyze, and act on user feedback using surveys, analytics, and support insights
Advocate for user needs and influence IT roadmaps
Own the “voice of the customer” within IT
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
Own and maintain IT knowledge content (internal + external)
Ensure high-quality, consistent, and up-to-date documentation
Identify trends from ticket data, analytics, customer feedback, and service metrics. Collaborate with IT teams to reduce friction points and improve service delivery
Partner with HR, Communications, Security, and Business Units to align IT enablement activities
Communicate complex IT topics in business-friendly language
Run and manage the Walk-In; deliver standardized, multilingual onboarding sessions monthly to welcome and equip new hires with digital tools knowledge

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
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
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
Excellent German and English skills

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

IT Success & Enablement Manager

Key skills