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About the Role
The Service Center department is seeking support for the Information Service division. This role is responsible for the strategic development, economic stabilization, and positioning of the information service as a reliable partner for the Berlin administration. The department is undergoing significant structural and economic development, facing increasing demands for efficiency and service quality.
Responsibilities
- Manage the Information Service division with clear accountability for results, driving economic, organizational, and strategic development.
- Analyze performance, cost, and operational structures to derive concrete measures for efficiency improvement and economic stabilization.
- Oversee key performance indicators (KPIs), capacities, and service quality, ensuring compliance with relevant KPIs.
- Conduct solution-oriented discussions with clients and stakeholders, even in challenging customer constellations.
- Lead and develop employees with clear responsibilities, high commitment, and a shared focus on customer orientation and results.
- Ensure the reliable provision of sound management information for the executive board and administrative board.
Requirements
- Completed Master's or university degree, or equivalent knowledge and skills, preferably with a business administration focus.
- In-depth knowledge and several years of experience in the economic management of teams in complex service or call center structures.
- Sound knowledge and many years of leadership experience, including disciplinary and budgetary personnel responsibility.
- Sound knowledge and several years of experience in managing service quality, efficiency, capacities, and KPI-based operating models in service or call center structures.
- In-depth knowledge and experience in addressing management, stakeholders, and customers in strategic topics related to service or call centers.
- German language skills at C1 level (CEFR).
Skills
- Strong leadership and decision-making competence
- Excellent communication skills
- Consulting competence
- Confident demeanor
- Strong entrepreneurial thinking
- Ability to develop viable solutions in challenging customer constellations
- Strong service and process orientation
- Willingness to continuously develop existing processes and adapt them to future requirements
Location
- Berlin
Work Type
- Full-time
- Mobile work possible
Experience Level
- Several years of experience in economic management of teams
- Many years of leadership experience
- Several years of experience in managing service quality, efficiency, capacities, and KPI-based operating models
Education Level
- Master's or university degree
- Comparable knowledge and skills
Salary/Compensations
- Entgeltgruppe 15 EntTV ITDZ Berlin / TV-L Berlin / 3. ÄTV ITDZ Berlin
Benefits
- Agile teamwork
- Mentorship program for onboarding
- Secure employment
- 30 days of vacation
- Days off on December 24th and 31st
- Flexible working hours
- Overtime compensation possible
- Individual part-time models
- Possibility of mobile work
- Company childcare
- Diverse training opportunities
- Company health management
- Company sports groups
- Sports events
- Mobile massages
- Social and employee counseling
- Health courses
- Remuneration according to 3. ÄTV ITDZ Berlin ITDZ
- Additional benefits according to Tarifvertrag der Länder (TV-L)
- Annual special payment
- Supplementary pension from VBL
- Investment-linked benefits
- Subsidy for BVG company ticket
- Company bike leasing option
- Covered bicycle parking space
- Option to rent a parking space
- Referral bonus for recruiting new employees
About the Company
- IT-Dienstleistungszentrum Berlin
- Modern perspectives for administration.
Equal Opportunity
- We value and promote diversity and equal opportunities and welcome applications regardless of gender, age, disability, ethnic background, religion and worldview, or sexual orientation.
- Applications from people with disabilities and people with a migration background are explicitly welcome.
- In case of equal qualifications, severely disabled people and those with equivalent status will be given preferential employment, and people with a migration background will be given special consideration.
- Part-time employment is possible.