Senior Platform Operations Specialist (f/m/d)

We are at the beginning of the era of Government Technology (“GovTech”). New technologies are rapidly transforming government and public administration. The scale of this change will be more far-reaching than any previous phase of administrative transformation. It is a shared responsibility of government and the tech industry to harness the potential of these new digital technologies to address the major challenges of our time and make our state tech-ready.

Unser Leitbild 
We believe in the transformative power of new technologies to modernize government, administration, and society. To this end, we make it easier for government and administration to adopt and scale digital technologies and solutions, build strong partnerships between government and the tech sector, and are committed to secure use of technology. At the same time, we create the operational and organizational foundations needed to bring these solutions into sustainable, efficient, and scalable live operation.

GovTech Deutschland is a joint initiative of the federal government, the German states, and the tech industry. Since its founding in 2022, GovTech Deutschland has made digital innovations and technologies accessible, scalable, and applicable for government and public administration.
As the world's first organization of its kind, we are building a cross-cutting development, testing, and scaling environment in Germany for digital solutions and other technologies for the federal government, states, and municipalities — as well as for other areas of the public sector such as healthcare or national security. At the center of our work is the development and operation of platforms for public administration (Deutschlandplattform) and healthcare (MEDI:CUS), through which digital solutions can be provided, integrated, and scaled in a standardized way. These platforms enable federal, state, and local government bodies, as well as healthcare institutions, to use and reuse technologies efficiently and integrate them into their existing structures.
Our innovation ecosystem includes, alongside the federal government and the states, more than 150 renowned organizations and institutions from the (tech) industry, public administration, research, and civil society as supporting members. GovTech Deutschland develops and implements concrete, scalable, and productizable innovation and technology projects between the tech industry and the public sector, pilots their application, develops reuse models, builds one of the world's leading GovTech ecosystems, and makes government and public administration tech-ready.

As Senior Platform Operations Specialist (m/f/d), you support Platform Operations in running and continuously improving the operational and organizational processes around our SaaS and platform offerings. You bring strong hands-on ITSM experience, particularly with service management tools such as JIRA or ServiceNow, and help ensure stability, reliability, and on-time delivery in day-to-day operations.
This role reports directly to the Manager, Platform Operations & Support, and covers a defined part of the team's overall operational scope.


Your main responsibilities include: 

• Supporting responsibility for ongoing operations, including the MEDI:CUS and Deutschlandplattform platforms, including the support function and optimization of operational workflows in platform operations.
• Ensuring the scalability of platform operations through standardization, automation, and the development of reusable operations and support concepts across multiple usage contexts.
• Establishing and further developing support processes, documentation, and service standards.
• Structuring and further developing the operations and support organization across both platforms, including roles, responsibilities, and interfaces.
• Coordinating vendors, operations partners, and internal operations staff.
• Monitoring, error analysis, and continuous improvement of ongoing operations.
• Driving automation and the use of leading AI tools in the market to continuously improve and modernize platform operations.
• Growing into incident management responsibilities over time, including participation in a 24x7 on-call rotation.

We live a culture of personal ownership and collaboration. We are looking for an entrepreneurial, well-organized individual with the following qualifications:

• Above-average degree in a technical or scientific field.
• Ideally, several years of experience in operations management of digital platforms or SaaS solutions.
• Solid knowledge of IT service processes, ticketing systems, and technical operating models, including an ITIL 4 Foundation certification.
• Experience creating dashboards and managing ticketing tools for service requests as well as incident and change management, e.g., JIRA Service Management (JSM) or ServiceNow.
• Demonstrated experience in vendor/service provider management, including steering external partners and tracking agreed deliverables and deadlines.
• Strong personal accountability for the timely and reliable delivery of assigned tasks.
• Knowledge of ISO 27001 and/or IT-Grundschutz, along with experience supporting audits.
• Excellent technical understanding, strong process orientation, and a strong sense of service, along with a pragmatic, solution-oriented way of working.
• Very good written and spoken German and English skills.

GovTech Deutschland ensures gender equality and promotes diversity among its employees. We give our employees room to develop their personal potential and successfully achieve their tasks and goals, while fostering a culture of mutual support. 

• You will become part of a growing team building the first federal- and state-driven development environment for the modernization of government and public administration, working in a dynamic, multifaceted, and forward-looking work environment.
• You will have extensive scope to shape and develop your role within an independent, entrepreneurially-run organization at the intersection of government, public administration, and the tech industry.
• You will work in a technology-focused work and development environment based in Berlin.
• You will work closely with experts from technology and public administration, as well as with top decision-makers at the state and federal level, and have the opportunity to actively help shape the modernization of our country.

Would you like to become part of our team in Berlin? We look forward to receiving your CV, references, degree certificates, and a short personal cover letter explaining your motivation for applying.

Any questions about us or the role? Feel free to reach out to:
Ben Thies 
Chief of Staff to the Executive Board
ben.thies@gov.tech