Head of IT Platform & Services

As Head of IT Platform & Services, you will ensure that Brainlab's IT foundation is reliable, secure, and scalable — enabling our global workforce to work efficiently across 25 locations worldwide. You will lead the Service Desk, Network, Infrastructure, and Workplace teams, setting the standard for IT service excellence while driving strategic initiatives in IT security and compliance. As an experienced manager you steer, coordinate and support a group of senior team leads. Reporting to the leader of the Global IT Division, you will be a key member of the D&IT leadership team and a critical enabler of Brainlab's growth.  Areas of Responsibility   Service Desk & IT Support  Set the strategic direction for a high-performing, customer-centric global Service Desk organization, and hold the team lead accountable for operational excellence  Define the governance framework for ITSM processes (Incident, Problem, Change, Request) in line with ITIL / fitSM best practices; support the team lead in embedding these consistently  Establish SLA/KPI standards and review performance at a strategic level, empowering the team lead to drive continuous improvement in service quality and end-user satisfaction  Sponsor automation and self-service initiatives, guiding the team in identifying and prioritizing efficiency opportunities  Network  Maintain strategic oversight of the global network infrastructure (LAN, WAN, Wi-Fi, SD-WAN), holding the team lead accountable for performance, availability, and reliability across all Brainlab locations  Guide the team lead in major network architecture decisions and vendor management for connectivity services  Ensure that secure connectivity requirements for clinical and R&D environments are factored into network strategy; collaborate actively with the IT Security team to align on shared standards and controls  Infrastructure  Hold overall accountability for the on-premise and cloud infrastructure landscape (servers, storage, virtualization, cloud platforms); steer strategic direction and empower the team lead to manage day-to-day operations  Define the cloud strategy and roadmap (e.g., Azure, AWS) in collaboration with the team lead and relevant business stakeholders  Set standards for backup, disaster recovery, and business continuity; review team-level controls to ensure compliance with those standards  Guide the team lead on infrastructure lifecycle decisions, capacity planning, and cost optimization targets  Workplace & End-User Computing  Define and continuously evolve the Workplace strategy for approximately 2,000 users; support the team lead in translating strategy into consistent execution  Set the framework for device and software lifecycle management (Windows, macOS, mobile) as well as collaboration tooling (Microsoft 365); strengthen FinOps as a key IT governance discipline  Champion workplace standardization at the strategic level, ensuring the team addresses the diverse needs of different user groups and geographies  Act as an advocate for a seamless, secure and productive end-user experience   IT Security — Cross-Cutting Collaboration  While IT Security sits within a dedicated team outside this role's direct line responsibility, all teams under this remit carry shared accountability for security as a cross-cutting discipline  Ensure that Service Desk, Network, Infrastructure, and Workplace teams actively embed security standards into their processes, in close and ongoing collaboration with the IT Security team  Contribute to and champion the ISO 27001 compliance program at the leadership level, ensuring all owned domains are audit-ready and aligned with certification requirements  Foster a culture of security awareness and proactive risk mitigation across all teams; escalate strategic security topics and conflicts into the appropriate governance forums  Ensure regulatory compliance requirements relevant to a global MedTech company (e.g., MDR, FDA, HIPAA where applicable) are understood and operationalized across all owned teams, in coordination with the IT Security and Compliance functions  Education & Experience  University degree in Computer Science, Information Technology, Engineering, or a related field  10+ years of professional IT experience, with at least 5 years in an IT leadership role  Proven track record managing IT infrastructure and services in a complex, international environment  Technical Expertise  Expertise in ITSM, fitSM and/or other frameworks & standards  Experience with ISO 27001 incl. audit processes  Good background in network technologies, cloud infrastructure, and workplace management  Familiarity with SIEM, endpoint security, identity management, and Zero Trust concepts  Experience with ITSM tools (e.g. Jira Service Management), automation and monitoring platforms  Leadership & Business Acumen  Demonstrated success leading IT teams  Strong service orientation with a customer-first mindset  Ability to balance operational excellence with strategic innovation  Excellent vendor and contract management skills  Soft Skills & Mindset  Entrepreneurial, solution-oriented “drivers” mindset with a passion for digital innovation  Ability to coach and support direct reports / managers  High degree of integrity, accountability, and ownership  Clear and confident communicator — able to engage at all organizational levels  High resilience and composure in critical incident or outage situations  Business fluent in English and German  At the forefront of health technology for over 35 years, Munich-based Brainlab digitizes medical workflows, fro