Requirement: Provision of Tailored Service Management, Analyzing, Reporting, and Coordination Support
Location: Mons, Belgium
Full Time On-Site: Yes
Time On-Site: 100%
Cost Not to Exceed: 2026 BASE: company to provide (fixed annual fee);
2027 Option: company to provide (fixed annual fee);
2028 Option: company to provide (fixed annual fee)
Period of Performance: 2026 BASE: As soon as possible and not later than 13 July 2026 (tentative) to 31 December 2026;
2027 Option: 01 Jan 2027 to 31 Dec 2027;
2028 Option: 01 Jan 2028 to 31 Dec 2028
Required Security Clearance: NATO Secret
Please do NOT apply for any NATO contract positions unless you meet ALL the following criteria:
- Current National or NATO SECRET clearance
- Nationality of one of the NATO member countries
- Current work visa for the specific location if applying for an in-country position
Introduction
- This Statement of Work (SPS-SOW) defines the scope, deliverables, governance, and conditions for the provision of Service Performance Support to the Customer. The purpose of this support is to enhance the visibility, analysis, and continuous improvement of service
delivery to Partners, under the framework of existing Service Level Agreement. Through structured reporting, regular review meetings, and tailored coordination activities, the Service Provider shall enable effective service monitoring and performance assurance in alignment with the Agency's operational objectives. - The engagement will have a total duration until 31Dec2028, divided into base period (until 31Dec2026) and renewable one (1) year tranches, subject to annual review and mutual
agreement.
- The Service Provider shall deliver proactive, high-quality service management, reporting, analysis, and coordination support services in English to the Customer and its Partners, ensuring continuity, transparency, performance visibility, and continuous service improvement.
- The Service Provider shall not be responsible for the operational resolution of Incidents,
execution of Changes, or direct technical support activities unless explicitly requested by the Customer under separate arrangements. - Two partners are in scope:
SHAPE
NCISG
The services include, but are not limited to:
Tailored Reporting:
- Preparation and delivery of Quarterly Service Level Reports (QSLRs) and Weekly Status Reports, based on both raw operational data provided by the Customer and additional data actively retrieved by the Service Provider from authorized databases and systems.
- The Service Provider is responsible for gathering, analyzing, and integrating all necessary data to produce complete and accurate reports, in line with evolving Customer and Partner requirements.
- The Service Provider's role is to support service visibility, performance monitoring, reporting, coordination, and service improvement activities, and not to perform operational IT service delivery tasks.
Comprehensive analysis and clarification of Incidents, Change Requests, and Service Requests, including root cause identification and trend analysis. Deliver targeted recommendations aimed at reducing resolution times and enhancing overall service quality.
Meeting Preparation and Support:
Comprehensive assistance for operational and service management meetings, including:
- Preparing agendas and necessary pre-reads,
- Conducting ticket and service data analysis ahead of meetings,
- Supporting the Customer during meetings with insights, contextual analysis, and recommendations,
- Documenting key points, action items, and follow-ups, if required.
Provision of customized management information, enhanced dashboards, and tailored reporting beyond the standard outputs defined under the baseline Service Level Agreement.
Monthly Activity Reporting:
Submission of a Monthly Activity Report summarizing activities completed, ongoing initiatives, encountered challenges, and any deviations from the agreed service plan.
Quarterly Service Reviews:
Preparation for and participation in Quarterly Service Review Meetings with the Customer, including report preparation, performance analysis, and proactive service improvement discussions.
The Customer reserves the right to cancel or postpone quarterly reviews as needed.
Tools and Infrastructure Provided
- The services will be performed under standard office working conditions at the Customer's premises in Mons, Belgium.
- Assigned personnel will have access to an office environment equipped with workstations, standard IT equipment, and network connectivity, subject to applicable security requirements.
- Personnel will be authorized to take lunch breaks on-site using Customer facilities where available; however, all associated expenses (including meals and refreshments) shall be fully borne by the Service Provider and shall not be reimbursable by the Customer.
- No travel outside the Customer's premises (SHAPE campus) is anticipated as part of the normal service delivery.
- In the exceptional case where travel is requested by the Customer, travel shall be subject to prior written approval and the cost of all travel and subsistence will be addressed through a contract amendment.
- Extraordinary Travel expenses will be reimbursed in accordance with Article 5.5 of AAS+ Framework Contract. Such costs will be set as a separate PO line with a not to exceed value to cover and reimburse of actual expenses upon submissions of all receipts and invoices in line with NCIA processes.
The Service Provider shall maintain comprehensive and accurate records of all service activities and deliverables produced under this Statement of Work, including but not limited to:
•weekly Status Reports,
• Monthly Activity Reports,
• Quarterly Performance Summaries,
• Tailored Reports (e.g., Quarterly Service Level Reports),
• Best-effort deliverables (where applicable),
• Meeting agendas, analysis outputs, and key decisions (where applicable).
All records shall be stored and organized on the necessary Agency SharePoint portals (NATO RESTRICTED, NATO SECRET) to ensure ease of retrieval upon request by the Customer.
The Service Provider shall retain all service records for the entire duration of the contract
and for a minimum of one (1) year following the completion or termination of the contract, unless otherwise instructed by the Customer.
Upon request, the Service Provider shall promptly provide copies of any requested records to the Customer in a readable and usable format, without additional charge.
Records must be protected in accordance with applicable information security and confidentiality requirements defined by the Customer.
Note:
Failure by the Service Provider to maintain or provide requested records in accordance with this Section may be considered a material breach of contract.
