IT Operations & Service Manager

Job Posting Organization:
NATO DIANA, the Defence Innovation Accelerator for the North Atlantic, is a NATO body established to accelerate innovation in defense and security" style="border-bottom: 1px dotted #007bff !important;">security. It operates with a Board of Directors representing all 32 NATO nations and an operational team known as the DIANA Executive (DX). The organization aims to foster deep-tech innovation and is committed to providing a positive, inclusive, and collaborative work environment. DIANA operates from three offices across Europe and North America, leveraging a network of military end users, accelerator sites, test centers, and experts to drive technological advancements.

Job Overview:
The IT Operations & Service Manager is tasked with the operational management of IT services across all DIANA locations, ensuring effective service delivery, supplier performance, operational security, and technology enablement. This role is crucial in maintaining a secure, reliable, and responsive technology ecosystem that includes Microsoft 365, Microsoft Azure, and various SaaS platforms. The incumbent will work closely with internal stakeholders and managed service providers to align technology services with business needs and organizational priorities. The position emphasizes service excellence, operational resilience, and continuous improvement, contributing to IT planning, governance, procurement, and the adoption of digital workplace technologies.

Duties and Responsibilities:
The duties of the IT Operations & Service Manager include managing the delivery and continual improvement of IT services, acting as the primary point of accountability for managed service providers, maintaining operational oversight of Microsoft 365 and Azure, implementing operational security controls, leading and developing IT staff, managing IT procurement activities, supporting IT strategy and planning, promoting the effective use of digital workplace tools, and performing any other related duties as required.

Required Qualifications:
Candidates must possess a Bachelor's degree in Information Technology, Computer Science, or a related field, or have 10 years of progressive professional experience in lieu of a degree. A minimum of 3 years' experience in IT service management and people leadership is essential, along with demonstrated experience in managing Microsoft 365, Azure, and cloud-based collaboration platforms. Candidates should have a working knowledge of cybersecurity principles and experience in IT financial planning and procurement. Strong communication and stakeholder management skills are also required.

Educational Background:
A Bachelor's degree from a recognized university in Information Technology, Computer Science, or a related discipline is required. Alternatively, candidates with 10 years of relevant professional experience may be considered in lieu of a degree.

Experience:
The position requires at least 3 years of experience in IT service management, people leadership, and managing suppliers or managed service providers. Experience in managing Microsoft 365, Azure, and cloud-based collaboration platforms is also necessary, along with a background in implementing IT service management frameworks and governance processes.

Languages:
Candidates must have a minimum level of NATO's official languages, with V (Advanced) proficiency in one language and I (Beginner) in the other. Most internal work at DIANA is conducted in English.

Additional Notes:
The successful candidate will receive a definite duration contract of three years, with the possibility of extension. The position offers a tax-free salary, household and children's allowances, excellent private health insurance, a NATO pension scheme, and generous annual leave. The role is based in Halifax, Canada, and candidates must be residents in the host nation for the duration of their contract. DIANA has a flexible teleworking policy, allowing for work in the office, at home, and across NATO Allied Nations, subject to managerial approval.