Requirement: Senior Service Management Support to NIMSC Land/Air Business Unit - Mission Integrated Portfolio Team
Location: NCI Agency facilities located within Joint Force Command Brunssum NLD, Wiesbaden Air Base DEU and/ or NCIA Braine L'Alleud BEL complex. Travel to other NATO locations may be requested by the NIMSC Senior Service Delivery Manager Land/Air Business Unit- Mission Integrated Portfolio Team. (Refer to clause 7. Travel)
Not to Exceed: Base Period 2026: Q1-4: € 150,480
2027: Q1-4 Option: € 154,980
2028: Q1-4 Option: € 159,660
Period of Performance: Base 2026: 05 January 2025
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
Any applications that do NOT meet all the above - and do not CLEARLY show these on the CV - will be deleted.
Introduction:
Problem Statement:
Due to significant increases in the Mission Support requirements, NIMSC Land/ Air (NIMSC LA) Business Unit- Integrated Portfolio Team requires additional Senior Service Management Support capability, as it is currently
consequently unable to maximise strategic partnering, effectively bridge the gap between NIMSC LA, NIMSC Services, ACQ, CSO and Mounting Headquarters (the requirements holders) and commercial partners in support
of service delivery.
Outcome:
The Contractor shall provide specialist services, by strategic partnering of NIMSC stakeholders, deliver full end-to-end Service Management support; bridging the capability gaps, ensuring effective NATO Support to Missions and
Services, identify synergies and opportunity for continuous improvement.
Output:
The Contractor shall provide those services defined in section 3 - Scope of Work; to ensure required outcome defined in section 1.2.
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).
- Tracking, by using NCIA EBA and Service Now tool sets, financial status (OPEX & CAPEX) including ACQ progress (PR to PO) upon a daily basis, including Resource Management, Cost planning and Timeline planning within Service Now.
- Updating NIMSC SharePoint Portal upon a weekly basis with progress and recommendations.
- Delivering a monthly written project and financial Status and related expenditure budget Report; highlighting Problems, Issues, Trend and Analysis, Risks and recommended Solutions for assigned Services/ Missions and Projects.
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.
- 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.
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.
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.
Strategic partnerships and effective customer relationship management to be fostered and built within NCI Agency, other NATO entities, Commercial and Industry partners.
The deliverable to be justified and executed while:
- Tracking and Documenting upon a daily basis, any Customer Engagements.
- Updating NIMSC SharePoint Portal upon a weekly basis, with any Customer Engagements Outcomes and recommendations.
- Delivering a monthly written Customer Engagement Report, detailing Customer Engagements and Outcomes; 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, all partner and customer engagement, including Outcomes and Output.
- Is submitted by the agreed date, which is the last working day of the month.
- Any Customer Engagements are documented.
- SharePoint is updated and provides details on any Customer Engagements Outcomes / recommendations.
- Provides details concerning Customer Engagements and Outcomes; highlights Problems, Issues, Trend and Analysis, Risks / recommended Solutions.
Coordinate, monitor and track all NIMSC Land/ Air Mission portfolio assigned Service, Mission and Project Incidents, Service Requests, Change Requests and Work Orders in support of assigned Services, Missions and Projects (including support of Project Managers); utilizing NATO ITSM tools and systems.
The above to be executed by means of:
- Tracking and Documenting upon a daily basis, all ITSM Incidents, Service Requests, Change Requests and Work Orders, collaborating with the Service Managers and Project Managers relating to assigned Services and Missions.
- Updating NIMSC SharePoint Portal upon a weekly basis the status and recommendations.
- Delivering a monthly written Report, detailing status of all ITSM tickets, highlighting Problems, Issues, Trend and Analysis, Risks and recommended Solutions.
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.
- ITSM Incidents, Service Requests, Change Requests and Work Orders, collaborations with the Service Managers and Project Managers relating to assigned Services and Missions are documented.
- SharePoint is updated with the status / recommendations concerning ITSM Incidents, Service Requests, Change Requests and Work Orders.
- Provides detailed status of ITSM tickets, highlighting Problems, Issues, Trend and Analysis, Risks / recommended Solutions.
In coordination with the Senior Service Delivery Manager Land/ Air Business Unit- Mission Integrated Portfolio Team, supporting the assigned Services/ Missions/ Projects in coordination with Service Delivery Managers, External and Commercial Product Owners, and Project Managers monitoring and tracking all NIMSC Land/ Air
Business Unit Mission service obsolescence plans, with a 5 year out perspective.
The deliverable to be implemented via:
- Tracking and Documenting upon a daily basis, the Service and Mission 5 year Obsolescence Plans, collaborating with the Service Managers and Project Managers.
- Updating NIMSC SharePoint Portal upon a weekly basis the Service and Mission 5 year Obsolescence Plan, changes and recommendations.
- Delivering a monthly written Service and Mission 5 year Obsolescence plan Report, detailing changes to previous report; highlighting Problems, Issues, Trend and Analysis, Risks and recommended Solutions.
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.
- Service and Mission 5-year Obsolescence Plans are updated and documented.
- SharePoint related to the Service and Mission 5-year Obsolescence Plan is up-to-date and provides details on the changes / recommendations.
- Contains in writing Service and Mission 5-year Obsolescence plan Report,detailing changes to previous report; highlighting Problems, Issues, Trend and Analysis, Risks and recommended Solutions.
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, allissued 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.
Qualifications:
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.
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.
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.
At least 3 years' prior NATO experience (in particular with NCI Agency).
- Shall have a Bachelor degree and Bachelor level education.
Awarded by a nationally recognised/ certified University (ideally within a Service Management related discipline)
- Shall have a thorough understanding of ITIL ® methodology.
At least Foundation level qualified
- Shall have a thorough understanding of Programme Management methodology.
At least MSP ® or equivalent qualified
- Shall have a thorough understanding of Project Management methodology.
At least Prince2 ® or equivalent qualified
- Shall have a thorough understanding NCIA Service Now tool set.
At least 1 years' experience using NCIA Service Now tool set
- Shall have a thorough understanding NCIA EBA tool set.
At least 2 years' experience using NCIA EBA tool set
- Shall have a thorough understanding NCIA ITSM tool set.
At least 2 years' experience using NCIA ITSM tool set
- Shall have a thorough understanding of NATO Allied Operations and Mission processes and procedures.
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.
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
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.
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.
At least 3 years' experience of using the Microsoft Office tool set.
- Shall have excellent communication, written and verbal in English.
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.
No AQL applied to this deliverable, as these are "Desirable" attributes only.