You are responsible for the target and result-oriented leadership and control of a team in professional, human and organizational terms. In your role as a manager, you create a healthy, lively and diverse working culture and create a working environment where talents can develop and support your team in which you actively work in the daily business. You are responsible for ensuring a smooth day-to-day business in 1st and 2nd level support, ensuring compliance with service-level agreements (SLA) and ensuring ongoing hotline/support operation (incident and service request processing). Your tasks include the continuous improvement of the process sequences of the area including their digitalization or Automation. You conduct regular market analyses, identify customer requests (internal and external) and derive from them products and services. You monitor the key figures such as availability, reaction time and solution rate. Your tasks include the development and further development of the self-service portal (knowledge database, FAQs, automated forms) as well as the evaluation, conception, introduction and further development of chatbot and AI-based support functions. You automate recurring standard requests (e.g. password reset, access rights, ordering processes) and reduce ticket revenue by targeted digitization measures.

You have a relevant technical/university training or a comparable qualification in a relevant subject area relevant to the designated body. Other educational paths or well-founded professional experiences with a similar orientation can also be suitable to meet the requirements of this position. You have well-founded knowledge in the field of ITIL/Service management as well as the internal organisation and processes of PBeaKK. You have very good knowledge of support/hostline business and good knowledge of incident/service request management. In addition, you have knowledge of project management and have a good basic IT understanding as well as knowledge of the IT strategy/roadmap. Their thinking is proactive and solution-oriented to drive and optimize processes and transformation. You are characterized by a sense of responsibility, self-employment and problem-solving competence, as well as an analytical and conceptual way of thinking and working. You can convey complex facts in a comprehensible way and enjoy taking responsibility and actively developing the organization in the team.

Benefit from fair remuneration – according to the collective agreement for the employees of the Deutsche Bundespost (TV Ang). Ensure your future – with an employee-funded, attractive occupational pension (claim after three years of service). Grow with us – through targeted professional and personal training opportunities. Design your working day flexibly – with extensive Germany-wide home office options. Enjoy generous leisure arrangements – with 30 days of vacation, up to 12 days per year as well as work-free days on Christmas Eve and New Year's Eve. Combine work and private life – thanks to family-friendly working hours, a grant to child care costs and care support. Stay healthy with ever new offers and actions around physical and mental health. Benefit from employee benefits – such as an ÖPNV grant, employee rebates and the possibility of e-bike leasing. Experience diversity and equal opportunities in a positive environment – we stand for fairness, equality and an open, value-adding relationship. Take an active part – and participate in the future of PBeaKK in exciting projects. The PBeaKK ensures the professional equality of all sexes. Senior Consultant (m/w/d) In principle, the job is also suitable for parttime employment. .