2025-0339 Senior Service Mgt Support to NIMSC Land/Air (NS) NETHERLANDS - 8 Dec

Scope of work:

• The Contractor is required to provide specialist services with the Service Management to the NCI Agency- NIMSC Land/Air (NIMSC LA) Business Unit (BU) - Mission Integrated Portfolio Team.
• Coordinated Service Management and Service Delivery support of NIMSC Land/ Air (NIMSC LA) Business Unit- Mission Integrated Portfolio Team; for assigned Services/ Missions/ Projects and the support of Project Managers, utilizing NATO tools and systems (EBA, Service Now and SharePoint).

• Is submitted by the agreed date, which is the last working day of the month.
• Contains updated status of PRs/POs for active procurement procedures, including Resource Management, Cost planning and Timeline planning within Service Now.
• SharePoint is up-to-date and indicates the progress / recommendations.
• Highlights Problems, Issues, Trends and Analysis, Risks and recommended Solutions for assigned Services/ Missions and Projects.
• Data matches the EBA system snapshot and SharePoint updates. If the above criteria are met, the deliverable is considered accepted.

As part of the Continuous Improvement process, identify process bottlenecks and opportunities for End-to-End process improvements and process synergies.
 
The above to be implemented via:

• Tracking and Documenting upon a daily basis, any opportunities for Continuous Improvement and process synergies.
• Updating NIMSC SharePoint Portal upon a weekly basis with any opportunities for Continuous Improvement and process synergies and recommendations.
• Delivering a monthly written Continuous Improvement Report, detailing Opportunities for Continuous Improvement in Service Delivery and Mission Support; highlighting Problems, Issues, Trend and Analysis, Risks and recommended Solutions.
• Reporting monthly to the NIMSC Senior Service Delivery Manager Land/ Air Business Unit- Mission Integrated Portfolio Team, opportunities for process improvements and synergies.

The Acceptance criteria for the monthly report are the following:

• Is submitted by the agreed date, which is the last working day of the month.
• Any opportunities for Continuous Improvement and process synergies are documented.
• SharePoint is up-to-date and indicates opportunities for improvement and process synergies / recommendations.
• Provides details for Opportunities for Continuous Improvement in Service Delivery and Mission Support; as well as highlights Problems, Issues, Trend and Analysis, Risks and recommended Solutions.

If the above criteria are met, the deliverable is considered accepted.
 
Strategic partnerships and effective customer relationship management to be fostered and built within NCI Agency, other NATO entities, Commercial and Industry partners.
 
Practical Arrangements:

• The Purchaser will provide a fixed office space within the Host Nation complex, which meets Host Nation standards.
• The Service environment will be a normal office environment within the Host Nation complex, but Remote and Mobile service delivery will be permitted, as and when necessary; with the prior approval of the NCI Agency Senior Service Delivery Manager, Land/ Air Business Unit- Mission Integrated Portfolio Team or his delegated staff.
• The services will be provided during normal office hours (Mon-Thu 0830-1730, Fri 0830-1530), maximum 220 days per calendar year, following the Host Nation calendar.
• The Purchaser will provide one NATO RESTRICTED REACH laptop computer and NCIA mobile phone to the Contractor during the execution of the Contract. In addition, the Purchaser will also provide CIS assets necessary for Remote and Mobile service.
• Access to the relevant NCIA networks and software tools will be provided as necessary by the Purchaser.
• At the end of this contract, the Contractor shall ensure the return of the laptop, all issued CIS assets and mobile phone to the Purchaser.
• The Contractor will provide designated the Service Support Management. The contractor personnel will report to NCI Agency Senior Service Delivery Manager, Land/ Air Business Unit- Mission Integrated Portfolio Team or his delegated staff; and shall support the activities listed within Section 3 - Scope of Work; with guidance from
  the NIMSC Senior Service Delivery Manager, Land/ Air Business Unit- Mission Integrated Portfolio Team or his delegated staff.
• These services shall be provided by the Contractor's personnel in close coordination and collaboration with the NIMSC Senior Service Delivery Manager, Land/ Air Business Unit- Mission Integrated Portfolio Team or his delegated staff.

Qualification:
Delivery of the services within this SOW requires the Contractor to provide personnel with the following qualifications and experience:

• Shall have a proven record in Service Management, within the NATO and Commercial environments.

AQL:
At least 10 years' prior Commercial experience.
At least 3 years' prior NATO experience (in particular with NCI Agency).

• Shall have a proven record in Customer Relationship Management, and ability to communicate effectively with NATO civilian staff, Military staff and Commercial Partner staff, at all levels.

AQL:
At least 10 years' prior Commercial experience.
At least 3 years' prior NATO experience (in particular with NCI Agency).

• Shall have a thorough understanding of NCI Agency C2 structure and service lines/ centers.

AQL:
At least 3 years' prior NATO experience (in particular with NCI Agency).

• Shall have a Bachelor degree and Bachelor level education.

AQL:
Awarded by a nationally recognised/ certified University (ideally within a Service Management related discipline)

• Shall have a thorough understanding of ITIL ® methodology.

AQL:
At least Foundation level qualified

• Shall have a thorough understanding of Programme Management methodology.

AQL:
At least MSP ® or equivalent qualified

• Shall have a thorough understanding of Project Management methodology.

AQL:
At least Prince2 ® or equivalent qualified

• Shall have a thorough understanding NCIA Service Now tool set.

AQL:
At least 1 years' experience using NCIA Service Now tool set

• Shall have a thorough understanding NCIA EBA tool set.

AQL:
At least 2 years' e:xperience using NCIA EBA tool set.

• Shall have a thorough understanding NCIA ITSM tool set.

AQL:
At least 2 years' experience using NCIA ITSM tool set

• Shall have a thorough understanding of NATO Allied Operations and Mission processes and procedures.

AQL:
At least 3 years' experience of NATO Allied Operations and Mission processes and procedures.

• Shall have a thorough understanding of NATO DCIS processes and procedures.

AQL:
At least 3 years' experience of NATO DCIS processes and procedures (in particular NCI Agency NIMSC DCIS processes and procedures).

• Shall have a thorough understanding of OLA and SLA processes and procedures

AQL:
At least 3 years' experience of NATO OLA and SLA processes and procedures (in particular NCI Agency processes and procedures).

• Shall have a thorough understanding of Risk Management techniques when applied in a commercial environment.

AQL:
At least 3 years' experience of applying Risk Management techniques in a commercial environment, delivering value stream improvement to the End-to-End Service Management support.

• Shall be conversant with Microsoft Office tool set.

AQL:
At least 3 years' experience of using the Microsoft Office tool set.

• Shall have excellent communication, written and verbal in English.

AQL:
The Contractor personnel shall be able to listen, speak, read and write in English to or above the NATO SLP 3333 (= good/minimum professional) in accordance with STANAG 6001.

• Shall have the following "Desirable" attributes:
  A holistic understanding of NATO Deployable and Mobile systems.
  A holistic understanding of NATO Static infrastructure.
  Experience in the development of documentation and report writing.
  Critical thinking and problem-solving ability, approaching tasks and problems
  with an analytical mind.
  Able to function unsupervised for long periods.

AQL:
No AQL applied to this deliverable, as these are "Desirable" attributes only.