IT Service Experience & Adoption Manager

Quick Facts

• Role: IT Service Experience & Adoption Manager
• Focus: IT service experience, user adoption, and continuous service improvement

Description

Drive IT service experience and user adoption by analyzing feedback, improving service quality and usability, and turning insights into concrete enhancements. Plan and support rollouts of new IT solutions with communication, training, and enablement to ensure tools are understood and securely used. Represent the user side in IT projects and coordinate solution finding with internal IT units while providing transparent reporting.

Responsibilities

• Analyze feedback and usage of IT services; develop feedback formats and derive concrete improvements for service quality and user-friendliness
• Support introductions of new IT solutions with communication, training, and enablement formats for understanding, adoption, and safe use
• Capture requirements and complaints; coordinate solution finding with participating IT units and make developments transparent via meaningful evaluations and reports
• Represent the user side in IT projects; contribute service experience and user adoption concepts through support and rollout planning, project communication, and own work packages
• Take on selected cross-functional tasks in IT customer support and ensure reliable delivery with internal and external partners

Requirements

• IT-focused degree or training or comparable qualification plus strong understanding of IT services and digital work environments
• Experience at the interface between IT and end users (IT service management, IT support, change/adoption management, or IT projects)
• Ability to communicate technical topics clearly and win different audiences for new solutions
• Solid understanding of user needs and structured, analytical working style to translate feedback into improvements
• Communication skills, initiative, and enjoyment in bringing stakeholders together and reliably seeing topics through implementation

Benefits

• Tariff-based pay with 13th salary and performance-based special payment
• Company benefits: employer contributions for retirement savings, capital-forming benefits, JobRad, discounted job ticket
• Flexible working: up to 40% home office, flexible hours, family-friendly framework
• 30 days of vacation; sabbatical option
• Development opportunities: training, coaching, network events, team events, health offers