Requirement: NSATU Site Engineering Management Support
Location: Wiesbaden, Germany - 100% onsite
Not to Exceed: Year 1 Monthly Fee: 16,515 EUR
Period of Performance: Year 1 (Base Period): Commencing as soon as possible, but no later than 13th July 2026
until 31st December 2026.
Year 2 (Option Year 1): A period of twelve (12) months immediately following the completion of Year 1.
Year 3 (Option Year 2): A period of twelve (12) months immediately following the completion of Year 2.
Required Security Clearance: NATO COSMIC TOP 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:
- The NATO Integrated Mission Services Centre (NIMSC) is responsible for the coordination, planning, and
delivery of engineering and operational support capabilities across NATO Enterprise Architecture and Mobile
CIS Infrastructure, including Deployable CIS Services (DCIS), Dispersible Systems, Highly Mobile Systems,
SATCOM, and Wireless Communications supporting NATO Missions. To ensure the sustained availability,
performance, and resilience of these mission-critical capabilities, NIMSC requires structured, continuous
engineering Operations and Maintenance (O&M) support, aligned with NATO governance, processes and
operational priorities. - Through this Statement of Work (SoW), the NIMSC seeks industry support to deliver technical, operational,
engineering and service-governance activities for the NATO Security Assistance and Training for Ukraine
(NSATU), and its NATO Enterprise Architecture and Deployable CIS (DCIS). The objective is to ensure
uninterrupted service delivery, effective incident and change management, accurate and auditable reporting,
and continuous service improvement across all NSATU functional locations. The Contractor, through the
provision of qualified personnel, shall deliver dedicated Senior On-Site Engineering Management service, for
NSATU supporting NATO CIS Services. This shall include ownership of the on-site customer relationship
management and oversight of engineering performance, ensuring that services are delivered in accordance
with agreed service levels, and issues are proactively managed and resolved.
The intended business outcome of this Statement of Work is to ensure the reliable, secure, and continuous
operation of NATO CIS services supporting the NATO Security Assistance and Training for Ukraine (NSATU)
mission, through proactive engineering management, governance, and continuous improvement.
Specifically, the objectives of this Statement of Work are to:
- Ensure service continuity and availability through effective monitoring of engineering service compliance
across NSATU mission's supporting NATO CIS Services and architecture; - By reducing operational disruptions through proactive engineering intervention, performance monitoring,
trend analysis, and timely escalation to resolver teams; - Enable proactive and effective Engineering Management at a Senior Level, through structured service
reviews (monthly and quarterly), supported by comprehensive reporting; - Strengthen governance and compliance by ensuring that all engineering and service management
activities are executed in accordance with NATO engineering policies and procedures, as well the
application of NCIA ITIL-based processes, policies, and standards; - Support continuous service improvement through the active management of a Service Improvement Plan
(SIP) targeted specifically and tailored for engineering services and periodic customer satisfaction
assessments; - Ensure alignment with NSATU operational priorities, maintaining responsiveness to mission requirements
and evolving operational demands.
NSATU NATO CIS architecture, capable of supporting mission-critical operations across all supported security
domains.
Scope of Work:
The scope covers Site Engineering Management of the Missions NATO Enterprise Architecture and
Deployable CIS Services (DCIS) including engineering and service performance management; customer
relationship management, incident and change coordination, and continuous service improvement. The
Contractor shall deliver the services in a continuous, structured and proactive manner, ensuring alignment with
operational priorities, service levels, and NATO governance processes. The services shall be delivered through
the assignment of one (1) qualified personnel as set out in Section 8.
The assigned personnel shall perform the activities defined herein and contribute to the achievement of the
agreed service levels and performance targets.
The Contractor shall ensure that the assigned personnel:
- Possess the required qualifications and experience.
- Perform the tasks in accordance with NATO processes and procedures.
- Maintain continuity and quality of service delivery.
The Contractor shall provide Site Engineering Management services, contributing to the availability,
performance, and continuous operation of NSATU supporting NATO Enterprise Architecture and DCIS.
This includes, but is not limited to, the following:
Engineering Management:
- Own end-to-end service performance NATO Enterprise Architecture and DCIS services and systems
supporting the mission; - Monitor engineering compliance, analyse performance trends, and drive corrective actions with
technical resolver teams; - Lead monthly and quarterly service reviews with customers, external and internal stakeholders,
supported by structured reporting;
- Act as the primary on-site point of contact for the Operational Community for all NATO Enterprise
Architecture and DCIS service and systems supporting the Mission; - Establish and maintain effective working relationships with the Operational Community, stakeholders,
ensuring understanding of operational priorities and service needs; - Manage customer expectations and provide proactive communication on service performance,
incidents, planned changes and project transition;
- By apply working holistic knowledge of, NATO Enterprise Architecture and DCIS service and systems
supporting the Mission, covering OSI Layers 1-7. For example, but not limited to: Network (LAN/WAN,
routing/switching, firewalls) and platforms (VoIP, video conferencing, collaboration tools) to ensure
technically credible Engineering management; - Liaise with technical service owners and engineering teams to translate technical information into
deliverables meeting Operational requirements; - Support in the onboarding of new services, ensuring that service documentation and operational
procedures are established and maintained;
- Coordinate customer-facing communication during major incidents and service disruptions;
- Coordinate incident recovery by interfacing with resolver teams and ensuring timely updates to
stakeholders; - Oversee the impact of changes on service levels, ensuring that risks are communicated and disruption
is minimised;
- Produce monthly Engineering Performance Reports in accordance with NCIA reporting requirements;
- Maintain and drive a Service Improvement Plan (SIP), tracking actions and measurable
improvements;
The Contractor shall produce and maintain the following deliverables as part of the Site Engineering
Management services:
- Monthly Engineering Performance Report:
A structured report providing visibility of Engineering
Service performance, incidents, risks, and customer-related topics. - Monthly updates to a Mission specific Service Improvement Plan (SIP):
A maintained and tracked
plan of improvement actions, including ownership, timelines, and status reporting. - Quarterly Customer Satisfaction Survey Results:
Quarterly customer satisfaction survey, including
analysis of results and identification of improvement actions. - Annual Service Catalogue Inputs:
Contribution to and maintenance of DCIS service catalogue entries
for NATO Enterprise Architecture and DCIS service and systems, supporting the Mission.
acceptance as part of the service performance validation.
Continuous Service Improvement
The Contractor shall:
- Identify opportunities for service and efficiency improvements
- Propose and track corrective and preventive actions
- Monitor trends and recurring issues to drive long-term improvements
- Documented and reported monthly
- Reviewed during governance meetings
- Tracked to completion
traceability, and auditability.
Qualifications:
The support required under this SoW demands a combination of advanced technical expertise, operational
experience, and strong communication and coordination skills. The Contractor's personnel shall meet the
following minimum qualifications:
Specific Technical Qualifications and experience:
Assigned personnel shall possess the following qualifications and levels of experience:
- Bachelor's degree in Information Technology, Computer Science, Engineering, or a related technical
discipline. - PMP certification from the Project Management Institute (PMI) or equivalent project management
certification. - ITIL v4 Foundation certification with strong understanding of IT service management processes.
- CCNA Certified and strong networking knowledge with CCNA-level competency in routing, switching, and
network troubleshooting. - 10 years proven experience working upon NATO, defence, military, or other high-security project delivery.
- 10 years proven experience NATO experience in IT service delivery, implementation engineering, in
Mission support environments. - 10 years proven experience with NATO Incident, Change, Problem, Request, and Configuration
Management processes in Mission support environments. - 10 years demonstrated experience in team leadership, mentoring, and technical supervision in NATO
Mission environments. - 5 years proven experience with Windows Server administration and enterprise infrastructure support,
including Windows desktop environment, within NATO enterprise or mission-critical environments. - 5 years proven experience with VMware virtualization deployment and troubleshooting, within NATO
enterprise or mission-critical environments. - 5 years proven experience in network/system security and secure communications within NATO
enterprise or mission-critical environments. - 5 years proven experience in Voice and Video communications within NATO enterprise or mission-critical
environments. - 5 years proven experience with cryptographic systems, COMSEC, or secure communication platforms, within NATO enterprise or mission-critical environments.
- 5 years proven experience with firewall and boundary protection services, within NATO enterprise or mission-critical environments.
- 5 years proven experience with NATO Core Services and Functional Service Applications, within NATO
enterprise or mission-critical environments. - 5 years proven experience with Microsoft technologies including Active Directory, Group Policy, Exchange
Server, and SharePoint, within NATO enterprise or mission-critical environments. - 5 years proven experience administering SQL Server and System Centre Configuration Manager (SCCM),
within NATO enterprise or mission-critical environments.
It is Desirable that Personnel have:
- Certification with Windows Server administration and Windows desktop environment.
- Certification with VMware virtualization.
- Certification in network/system security and secure communications systems.
- Certification in Voice and Video communications systems.
- Certification with cryptographic systems, COMSEC, or secure communication platforms.
- Certification with NATO Functional Service Applications.
Personnel shall possess:
- 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. - Excellent English language communication and presentation skills, with the ability to clearly articulate
complex service and technical topics; - Strong interpersonal skills, enabling effective interaction with customers, technical teams, and senior
stakeholders; - Ability to work independently with minimal supervision while contributing effectively as part of a team;
- Strong analytical and problem-solving capabilities, with a customer-focused approach; High level of
motivation, adaptability, and collaboration; - In depth practical understanding of NATO Command structures, roles, and organisational context.
- In depth practical Knowledge of NATO Enterprise Architecture and DCIS service and systems supporting
the Mission, covering OSI Layers 1-7
