Deadline Date:
Thursday 3 July 2025
Requirement:
Project Implementation Support
Location:
Off-Site
Not to Exceed:
Initial BASE period NTE 1,031,940 EUR
Future options 2026 – 2027 – 2028
Period of Performance:
Initial BASE period: 28 June 2025
Required Security Clearance:
NATO SECRET
Special Terms and Conditions:
Non-Disclosure Undertaking
Introduction:
This effort will take place within the NATO Communications and Information Agency (NCIA), an organization of the North Atlantic Treaty Organization (NATO).
NCIA – PAN Migration to NATO Public Cloud Project:
The PAN Migration to NATO Public Cloud project is organized under the NCIA Cloud Portfolio. The project aims to transition roughly 15.000 staff within the NATO Enterprise from the on-premises Public Access Network (PAN) to the NATO Public Cloud (NPCL). At the time of this engagement, the first major site
(Norfolk VA, USA) will have transitioned and the project will continue to transition an additional 18 sites across various locations in the alliance.
Migration Support:
One of the main objectives of the project is to ensure a structured rollout at each of the 19 PAN locations and provide early lifecycle support for the staff transitioning networks. Under the direction of the PAN Migration to NATO Public Cloud project (NPCL) manager and site-specific
implementation managers, the Project Implementation Staff will provide various implementation activities during the rollout. Including IT administration, first-line technical support, user-communication, ticket
creation, technical troubleshooting, explanation of basic M365 functionality, and explanation of the specific NATO Public Cloud Environment.
Objectives:
The NCIA is embracing cloud services by transitioning to Microsoft 365 with a security-centric design. This shift aims to enhance operational efficiency, collaboration, and security across the organization. We are
looking for individuals with strong knowledge, a willingness to learn, and a desire to grow as part of this new challenge.
The main objectives of this statement of work can be summarized as follow:
Provide early lifecycle support for users at all CIS Support Unit (CSU) locations during / after rollout:
- Provide user-support for self-enrolment process of NPCL
- Provide support to CSU personnel as instructed by appointed line manager from CSU
- Providing 1-12 different staff per location
- Providing this staff based on the rollout schedule or requirements for support defined by Directorate of CIS Support Units (DCSU)
- Provide user-support for users seeking technical assistance from IT Kiosk
- Perform troubleshooting through diagnostic techniques and pertinent questions
- Training users in best practices
- End user client hardware delivery, lifecycle and replacement imaging/re-imaging workstations (tablets, desktops, laptops, iPhones)
- Direct unresolved issues to the next level of support
- Liaise with other NCIA service lines concerning to incidents resolution/management and requests fulfilment support (i.e. CloudOps team established for supporting NPCL)
- Pass on any feedback or suggestions by users to the appropriate internal channels
Initial Training:
Providing local support to the users in various NATO locations will require bespoke knowledge about
the specific setup and background of the NPCL solution. To this end the Project Implementation Staff
will be required to attend familiarization training:
- Online learning about the specific elements of the NPCL solution (based on the VIVA learning module in the M365 solution)
- A full day of familiarization training in the NHQ location in Brussels – Belgium
- Initial on-site familiarization training with CSU personnel (orientation training)
- Any additional lifecycle support training (remote) as it becomes available during the rollout
User support will be the core responsibility of the project implementation staff. Each location will transition approximately 50 users per day from the PAN to the NPCL. The team is to provide user support during this transition.
- Provide technical troubleshooting during the enrolment by:
- Applying known fixes that are stored in the issue management database
- Create, track, and follow-up on issued tickets created in the JIRA ticketing system and BMC ITSM
- Providing direct support on M365-related topics and provide technical troubleshooting during the live training
- Provide walk-in support for the users, including answering basic technical questions and providing guidance on the use of M365 and the Azure environment;
- Specific tasks are detailed in Annex D.
Part of after enrolment phase will contain:
- Support to devices and replacements with peripheral issues support (printers, docking stations,
monitors ...), - Network infrastructure management containing troubleshooting of CSU managed devices,
- Specific tasks are detailed in Annex D.
Part of the enrolment is also a structured approach for the physical transport and delivery of end-device
to the end-users. To this end, the team will support the logistical element by:
- Provide IT administrative tasks like account resets, attendance updates, issue log updates, and updates to the IMDB;
- Support in logistic efforts like laptop handout, transport, logistical administration, disposal, and destruction of obsolete laptops;
- Identify areas for improvement in the enrolment process, documentation, and best practices;
- Proactively identify potential vulnerabilities and coordinate preventive measures.
- Contribute to the knowledge base of the implementation team.
- Ensure that NCIA has a single point of contact for all travel arrangements that all staff travel is booked and executed according to the NCIA Travel Directive
- Ensure coordination of the clearance and VISA requirements that allow staff to work at all NATO locations (with a security clearance up to NATO SECRET).
- Ensure any staff logistics (transport etc.) is managed by the Contractor and that all administrative coordination happens through a single point of contract to the NCIA
- Ensure that any staff turnover is anticipated so that the NCIA can rely of 12 FTE in project support at any given NATO location at any time.
- Ensure that the time management and sprint signoff process are conducted by a single point of
contact for the NCIA
All the deliverables provided under this statement of work will be based on NCIA templates or agreed with the project point of contact.
Security:
The resources providing services to support the implementation will require a valid NATO SECRET security clearance as from the start of the contract.
Practical Arrangements:
- The contractor will be required to provide the service on-site at various NATO site as part of this engagement. There is no possibility to provide remote services during this engagement
- This service must be accomplished by at least twelve (12) contractors. In the event one of the contractors leaves during the contract period, they shall be replaced by a new consultant who has the required qualifications and is acceptable.
- The basis for travel under this contract will be based on each individual’s duty location and subject to the NCIA travel directive. Booking, stay, and all travel-related administration remains the responsibility of the contractor.
- Travel costs are out of scope and will be borne by the NCIA separately in accordance with Article 5.5 of the AAS+ Framework Contract and within the limits of the NCIA Travel Directive. The individuals providing
services under this RFQ will be part of the PAN Migration to NATO Public Cloud project.
This service requires twelve (12) implementation support resources with the following qualifications:
Technical Proficiency:
- Intermediate understanding of end-user devices (desktops, laptops, tablets, smartphones) running Windows OS and Apple iPhones/iPads managed through Intune.
- Familiarity with Microsoft 365 services and tools, including Outlook, Teams, SharePoint Online, and OneDrive for Business.
- Understanding of active and passive network infrastructure. ( router, switches, patching )
- Strong troubleshooting skills to diagnose and resolve hardware, software, and network issues.
- Ability to guide users through problem-solving steps effectively.
- Experience with PowerShell scripting to automate routine support tasks.
- Ability to identify and implement automation opportunities to enhance efficiency.
- Excellent verbal and written communication skills.
- Full proficiency in English.
- Ability to communicate technical information to non-technical users in a clear and concise manner.
- Strong customer service focus with a commitment to user satisfaction.
- Patience and empathy when dealing with user issues and concerns.
- Ability to manage multiple support tickets and prioritize tasks effectively.
- Attention to detail in documenting support activities and maintaining accurate records.
- Ability to work effectively as part of a team and share knowledge and resources.
- Willingness to collaborate with colleagues to solve complex issues.
- The candidate has strong customer relationship skills, including negotiating complex and sensitive situations under pressure.
- Full proficiency in the English language. French language proficiency is of advantage.
- The candidate must have the nationality of one of the NATO nations.
- The candidate must possess a NATO Se#cret Se#curity Clearance or national equivalent that
can be transferred to a NATO Se#cret Se#curity Clearance. - This role is critical for maintaining efficient IT support operations, ensuring users receive timely and effective assistance with their devices and Microsoft 365 services. If you are a motivated
technician with strong problem-solving skills, full proficiency in English, and a passion for customer service.