Job Description & How to Apply Below
OVERVIEW OF DIANA
NATO DIANA is the Defence Innovation Accelerator for the North Atlantic, a NATO body dedicated to finding and accelerating innovation to provide decisive defence and security effects for the Alliance, while fostering deep-tech innovation.
NATO DIANA is comprised of a Board of Directors, representing all 32 nations, and an operational team referred to as the DIANA Executive (DX"). Operating from three offices in Europe and North America, the DX leverages a network of military end users, world-leading accelerator sites, test centres, professional mentors and experts, and Allied expertise to accelerate the most innovative technologies from across the NATO Alliance.
DIANA is a dynamic, agile workplace, which strives for innovative thinking, diversity, and performance excellence across all teams. To achieve our mission, DIANA is committed to providing our people with an environment that is positive, inclusive and collaborative.
OVERVIEW OF
THE ROLE
DIANA's operations depend on a secure, reliable, and responsive technology ecosystem comprising Microsoft 365, Microsoft Azure, and a portfolio of SaaS platforms. The IT Operations & Service Manager is responsible for the operational management of IT services across all DIANA locations, ensuring effective service delivery, supplier performance, operational security, and technology enablement.
Operating within a geographically distributed organisation, the role works closely with internal stakeholders, managed service providers, and DIANA's security function to ensure that technology services remain aligned with business needs and organisational priorities. The incumbent drives service excellence, operational resilience, and continuous improvement across the IT estate, while contributing to IT planning, governance, procurement, and the successful adoption of digital workplace technologies that enable staff to work effectively and securely.
* Reserve candidates may be considered for similar posts in United Kingdom or Estonia, if appropriate.
* Reporting to the Chief Transformation Officer, Regional Director, North America.
Manage the delivery and continual improvement of IT services across DIANA locations, including incident, request, problem, and service-level management.
Act as the primary point of accountability for managed service providers, monitoring performance, leading service reviews, and ensuring delivery against agreed service levels.
Maintain operational oversight of Microsoft 365, Azure, endpoint management, and corporate SaaS platforms, ensuring secure, reliable, and compliant operation.
Implement and monitor operational security controls, support cyber incident management activities, and work closely with DIANA's security function to maintain a secure technology environment.
Lead and develop IT staff across DIANA locations, promoting service excellence, professional development, and organisational digital capability.
Lead IT procurement activities, including requirements definition, supplier evaluation, licensing, hardware acquisition, and service contracts.
Support IT strategy, planning, budgeting, business continuity, and the transition of new technologies into secure and supportable operational services.
Promote the effective use and adoption of digital workplace tools and IT services by improving staff digital literacy and communicating IT policies, best practices, and acceptable-use standards.
Perform any other related duties as may be required.
ROLE REQUIREMENTS , QUALIFICATIONS AND EXPERIENCE
ESSENTIAL
The incumbent must have:
A Bachelor's degree from a nationally recognized/certified University in Information Technology, Computer Science, or a related discipline with at least 3 years' relevant experience, or exceptionally 10 years' progressive professional experience in lieu of a degree.
A minimum of 3 years' experience in IT service management, people leadership, and the management of suppliers or managed service providers.
Demonstrated experience managing Microsoft 365, Microsoft Azure, identity…
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