2025-0254 Project Support (EBA, SNOW, etc.) (NS) BELGIUM - 29 Aug

Deadline Date:  Friday 29 August 2025
 
Requirement:   Project Support (EBA, SNOW, etc.)
 
Location:  Mons, BELGIUM
 
Full Time On-Site:  Yes
 
Time On-Site:  100%
 
Not to Exceed:  2025 BASE: 8,775 EUR/ work package (max. 3 Work Packages total NTE 26,325)
2026, 2027, 2028 OPTIONS
 
Period of Performance:  01 October 2025
 
Required Security Clearance:  NATO SECRET
 
Introduction:
This Statement of Work (SoW) defines the objectives, scope of work and milestones required to be achieved by the company and the performance based contractor in regards to their role attached to the NDWC Personal Workspace team. The expectation from the deliverables is to support the team that is responsible to deliver the AV/V service via this SoW. The defined deliverables of this SOW require the contractor to participate in most of the tasks that the day to day work mandates, in order to ensure the effective and efficient service operation. Practical arrangements are described below, in accordance with what the above-mentioned team applies on a daily bases.
 
Background:

• NATO Digital Workplace Centre (NDWC), part of NCI Agency, provides simple yet innovative solutions that underpin the Digital Transformation of NATO by providing feature-rich Digital Workplace, which enable NATO staff members to connect, communicate, and collaborate. Shared Workspace service area deliver the following user-facing services to NATO Commands, NATO Force structure and Nations in all 32 Allied Nations:
• - The Shared Workspace (SWG) provides a persistent, shared conversational workspace that helps NATO staff initiate, organize and complete their daily work. The Shared Workspace Group aims to deliver added value services, in all security domains, to its customers both in NATO Enterprise and outside, that facilitates collaboration and consultation in real time audio and video, AV services and printing services, as well as screen to paper services for ordinary users and C2 community.
• The services integrate with other services and enable NATO-specific functional applications higher up the software stack.
• Through several on-going streams of work in Q4'24 and onwards, the services are rapidly evolving from using fully on-premise to a mixture of on-premise and public cloud technologies.

• Leverage industry expertise and best practices in installation, configuration, monitoring and daily operation of commercial off the shelf (COTS) technologies and software in the collaboration area.
• Ensure healthy and functional backend environment providing to the devices end users consume the services with the security and functional requirements.
• Improve the fault tolerance and disaster recovery of the IT systems by implementing continuous service improvement initiatives, thus enhancing the overall business continuity.
• Improve the maturity of the IT Operations by standardizing and optimizing activities and documenting procedures.

• The deliverables will be produced on-site at Purchaser's premises in Mons, Belgium.
• The working environment is a typical office working environment designated as Class II or Class I security area.

• The Contractor staff is expected to follow the Purchaser's working hours—Monday to Thursday from 08h30 until 17h30 and Friday from 08h30 until 15h30 and observe Purchaser's official holidays.
• The Purchaser's official holidays may differ from the public holidays in the Host Nation.

• Depending on Purchaser's priorities, travel may be required to both NATO and non-NATO nations.
• Travel arrangements will be the responsibility of the contractor and the expenses will be reimbursed in accordance with Article 5.5 of AAS Framework Contract and within the limits of the NCIA Travel Directive.

• The contractor shall manage and be responsible for all Contractor personnel.
• The Contractor's personnel shall be knowledgeable and experienced in the nature of the tasks and activities of the Service.
• The Contractor's personnel shall possess valid Personal Security Clearances for the duration of the Contract performance.
• The Contractor's personnel shall be courteous and professional in dealing with NATO and Purchaser's staff.
• The Contractor's personnel shall have sufficient knowledge in English language to allow smooth verbal and written communication.
• The Contractor's shall strive to lower the rotation of personnel and maintain the same staff working under this SoW.
• The Contractor shall seek Purchaser's approval prior to appointing new personnel to work under this Statement of Work.
• The Purchaser will support the Contractor's personnel with access to the IT systems as required. The Contractor shall submit requests for change of Contractor's personnel at least 30 days in advance.
• The Contractor shall handle the Purchaser's furnished equipment (PFE) with due care.
• The Contractor shall operate the equipment following the manufacturer's requirements.
• The Contractor shall minimize the impact to the end users during the execution of the work.
• The Contractor shall bring immediately to the attention of the Purchaser Point of Contact any issues preventing the execution of the work.
• The Contractor's personnel will report to and receive guidance from Purchaser Point of Contact on-site, Service Owner and assigned immediate supervisor.
• The Contractor's personnel shall follow local site procedures to obtain physical unescorted access to the assigned work position and logical access to the networks in scope.
• The Contractor's personnel shall liaise with other Purchasers' support teams as necessary.
• The Contractor's personnel shall use the Purchaser Information Technology Service Management (ITSM) ticketing system following the Purchaser's procedures and observe relevant KPIs.

• All the deliverables provided under this statement of work will be based on Purchaser templates or agreed with the Purchaser's Point of contact.
• All scripts, documentation, etc. will be stored under configuration management and/or in the provided Purchaser tools and systems.
• Part of the work will involve handling classified networks, therefore, a valid security clearance at NATO SECRET level is required for the Contractor's staff undertaking this project.
• Due to the high security profile of the work to be carried out, there is a requirement for traceability and accountability, the criticality of the information Contractor's staff will have access to (voice mailboxes, voice user accounts, VTC Accounts and VTC Sessions of VIPs, Skype phones, etc..) demands that all the 12 Work Packages during the performance period must start and
• end with the same staff as long as there are no grounds for rotation or termination.

• The following personnel is considered Key personnel in the context of this SoW:
• Service Owner - the person accountable for the end-to-end delivery of the IT services. Unless decided otherwise, the Service Owner is the Purchaser's designated representative to sign the acceptance documents under this SoW.
• Service Delivery Manager - the person responsible for delivering the assigned IT service(s) on a day-to-day basis.
• Section Head - the person responsible for the engineering cell.
• Same person may perform more than one role.

• The Contractor shall assign a project (or service) manager for the duration of the work under this SoW.
• The Contractor's Project Manager shall be the single point of contact for any matters related to this SoW.
• The Contractor shall strive to maintain the same person for as long as possible.
• The Contractor shall seek Purchaser's approval prior to appointing new Project Manager. When the reasons to appoint a new Project Manager are beyond Contractor's control, the Contractor shall inform the Purchaser at least 30 days in advance.

• The first point of contact is the Purchaser's site point of contact.
• The first escalation point is the Purchaser's Service Delivery Manager.
• The second escalation point is the Purchaser's Service Owner.

• Education: Bachelor's degree in Finance, business administration, or related field (or equivalent experience).
• Advanced proficiency and 3+ years experience with EBA Knowledge: Minimum of 3 years of hands-on experience in financial system (EBA) or similar financial systems for IT products/services.
• Intermediate proficiency and 2+ years expreriece with Service NOW (SNOW): Minimum 2 years working with resource management systems like SNOW or similar ones.
• Intermediate proficiency and 2+ years expreriece with NATO: Knowledge of NATO responsibilities and organization, including ACO and ACT. This can be compensated with equal or more amount of time spent in a governmental position or a military position.
• Soft Skills: 3+ Years experience and strong analytical and problem-solving skills. Excellent communication and collaboration abilities. Ability to work effectively in a dynamic, fast-paced environment.
• Admin skills: 2+ years experience and familiar with different admin activities in NATO or any other government/military organization. Analytical thinking and active listening. Knowledge of NATO financial and resource management applications, like (EBA, SNOW, ect)