IT Service Manager (Virtual Desktop)

Quick Facts

Permanent position as an IT Service Manager focused on the Virtual Workplace (vAP) covering Office and base applications.

Description

You will be responsible for managing the virtual workplace environment and ensuring service quality for Office and core applications. The role includes SLA monitoring and ownership of request, change, problem, and escalation management, while continuously evolving the service to meet new requirements such as Microsoft 365. You will lead IT experts and external providers and manage budgeting, cost control, and IT procurement according to public tender rules.

Responsibilities

• Own responsibility for the virtual workplace (vAP) and its Office and base applications.
• Steer operations and coordinate external operations providers; work closely with specialist departments and software vendors.
• Ensure service quality for the virtual environment with the provided Office and base applications.
• Monitor SLAs and manage request, change, problem, and escalation processes for the service.
• Develop the service independently from a customer perspective and drive adaptations to new requirements (e.g., Microsoft 365).
• Provide technical leadership to IT experts and external providers; lead smaller projects as needed.
• Handle budget planning, cost control, and IT procurement (licenses, services) for the vAP in compliance with public procurement regulations.
• Develop ITSM processes (ITIL-based) relevant to the service, such as client management and release management.
• Advise stakeholders (MaxIT) and network with Max Planck institutes and facilities.

Requirements

• Relevant university degree in a related field (e.g., Computer Science, Business Informatics) or equivalent qualification supported by multi-year experience.
• Several years of proven experience in managing virtual workplace environments and software distribution (required).
• In-depth product knowledge of Citrix (XenDesktop/XenApp), VMware (vSphere), Microsoft operating systems, software distribution tools (e.g., baramundi Management Suite), and Microsoft 365 / Office products (advantageous).
• Experience as a technical line manager for IT experts and in steering expert teams and external service providers.
• Independent working style combined with team collaboration.
• Strong communication skills, empathy, and ability to act as an internal service provider.
• Enjoyment of proactively and structurally solving complex technical and creative tasks.
• Experience with cost and budget planning, budget monitoring, and economically managed IT services.
• Knowledge of procurement processes, ideally with experience in public procurement/tendering.
• Experience leading IT projects, ideally with certifications such as PRINCE2 or similar methodologies.
• Very good German and good English skills.

Benefits

• Unlimited employment contract
• Flexible working hours
• Up to 60% mobile work
• Regular training opportunities
• Company pension plan
• Employer subsidy for a discounted Deutschlandticket
• Additional social benefits
• Pay up to TVöD (Bund) pay group 14 depending on qualifications and experience