Head, Service Operations Branch

About the role

Based in Poggio Renatico, Italy, the Head of the Service Operations Branch will lead the local Service Management Authority for the NATO Communications and Information Agency (NCIA). The role is central to transforming IT services to support NATO’s Digital Endeavour across peacetime, crisis and war.

Key responsibilities

• Develop, communicate, implement and review processes that embed strategic management into operational management.
• Provide detailed advice on applying specialised knowledge to planning and operations.
• Form, maintain and lead workgroups to achieve organisational objectives.
• Determine and delegate objectives and tasks, including people‑management responsibilities.
• Facilitate workgroups to deliver defined goals and outcomes.
• Plan and manage acquisition and deployment of resources to meet demand.
• Define and manage implementation of resourcing processes and tools.
• Update and improve risk assessment and management methods.

Required profile

• Proven leadership experience in IT service management or related fields.
• Strong ability to advise senior management on strategic and operational matters.
• Excellent collaborative and problem‑solving skills.
• Experience in resource planning and risk management.

Required skills

• Communication and Information Systems (CIS)
• Enterprise Service Delivery Management (ESDM)

What we offer

• Opportunity to work within a multinational defence organisation.
• Engagement in critical missions that support NATO’s security.
• Professional development in a cutting‑edge technology environment.