Requirement: Provision and Ongoing Delivery of the Service Level Management Service
Location of Performance: Oeiras, Portugal (on-site)
Cost Not to Exceed: 2026 BASE NTE: 62,370 EUR
Period of Performance: 2026 BASE: As soon as possible, no later than 1 July 2026 - 31 December 2026 (tentative start date 1 July 2026).
2027 OPTION: 1 January 2027 - 31 December 2027 (if exercised).
2028 OPTION: 1 January 2028 - 31 December 2028 (if exercised).
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
Purpose:
The purpose of this Statement of Work is to define the scope and requirements for the provision of Service Level Management (SLM) services in Oeiras, Portugal. The NCI Agency (hereinafter referred to as the Purchaser) seeks a qualified Contractor to deliver continuous and effective SLM services in support of Purchaser personnel based in Oeiras, Portugal, as well as personnel on official duty at that location.
Objectives:
- The objective of this role is to ensure the effective planning, implementation, control, review, and audit of service provision in order to meet the Purchaser's business requirements. This includes the negotiation, implementation, and monitoring of Service Level Agreements (SLAs), as well as the ongoing management of operational services to deliver agreed performance levels.
- The Contractor shall proactively and continuously seek to improve service quality, efficiency, and sustainability in service delivery. Key objectives include improving user satisfaction, reducing support response times, and enhancing overall IT service delivery to end users. During the performance of the contract, the Contractor shall operate as an integral part of the Purchaser's IT support organization, providing on-site IT support services.
The Purchaser, CSU Lisbon, located in Oeiras on the outskirts of Lisbon, is the western-most footprint of the NCI Agency in Europe. The challenges the CSU currently faces consist mainly of providing continuous support to the static STRIKFORNATO HQ and ensuring the successful upgrade of the NATO Lessons Learned Portal hosted and maintained by ACT JALLC. CSU Lisbon is also providing IT support to the NCI Academy, contributing to establishing a modern, state-of-the-art Academy of Information and Communications Systems in Oeiras.
Requirements:
- The Contractor providing the services under this SOW is required to hold a valid NATO SECRET security clearance.
Education
- Higher vocational training in a relevant discipline with 3 years of post-related experience; or a secondary educational qualification with 5 years of post-related experience.
- A minimum of 3 years of working experience in a Service Management environment.
- Working knowledge of Service Level Management with experience of executing corporate-wide SLM processes.
- Relating and Networking: Establishes and maintains effective working relationships with stakeholders at all organizational levels; builds and leverages a broad network of contacts; communicates in a professional and approachable manner.
- Delivering Results and Meeting Customer Expectations: Maintains a strong customer focus; consistently meets agreed service levels and performance targets; ensures high standards of quality and productivity through structured and methodical work practices.
- Adapting and Responding to Change: Demonstrates flexibility in dynamic environments; adapts to evolving requirements and priorities; remains effective under uncertainty; adjusts interpersonal approach to different stakeholders.
- Service Level Management Expertise: Demonstrates practical experience in defining, negotiating, monitoring, and reporting on Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).
- Analytical and Problem-Solving Skills: Identifies service performance issues, conducts root cause analysis, and implements corrective actions to improve service delivery.
- Communication and Reporting: Produces clear, concise, and structured reports; effectively communicates service performance, risks, and improvements to stakeholders.
- Planning and Organization: Effectively plans, prioritizes, and coordinates activities to meet deadlines and contractual obligations.
- Continuous Improvement Mindset: Proactively identifies opportunities to enhance service quality, efficiency, and sustainability.
- Level 3 English language skills according to NATO STANAG 6001: Listening (3); Speaking (2); Reading (3); and Writing (2), or equivalent to Common European Framework of Reference for Languages level B2-C1 (Upper Intermediate to Advanced).
