2024-0256 Service Delivery Manager Support / Agreement Mgmt (NS) - WED 6 Nov

Deadline Date: Wednesday 6 November 2024

Requirement: Service Delivery Manager Support / Agreement Management

Location: Braine-l’Alleud, BE

Full Time On-Site: Yes

Time On-Site: 100%

Period of Performance: 2025 BASE: 06th January (tentative) – 31st December 2025 with possibility to exercise the following options:

• 2026 Option: 1st January 2026 until 31st December 2026

• 2027 Option: 1st January 2027 until 31st December 2027

Required Security Clearance: NATO SECRET

Special Terms and Conditions: Due to the multinational aspect of NATO, part of the services in this SoW shall be delivered during national public holidays at the respective locations of performance. The contractor might be occasionally required to travel. If it is the case, separate Purchase Requisition will be raised and related travel cost will be reimbursed based on provided claim and receipt.

INTRODUCTION

The NATO Communications and Information Academy (NCI Academy) located in Portugal, Belgium and The Netherlands reinforces NATO’s technological edge through excellence in Cyberspace learning.

The NCI Academy has the Academy Learning Environment, which is the toolset associated with all back-end learning and development activities, the transfer of knowledge from trainers to students and the support of the student learning process. To secure the Academy Learning Environment, there is a team responsible for all activities related to the operation and maintenance of this infrastructure. In addition to setting up courses, maintaining them and deploying them as they iterate, the team is also responsible for running projects to ensure that the Academy Learning Environment is state of the art.

The Business Management Department (BMD) is led by the Business Manager who is accountable to the Director for developing, maintaining and prioritising the Business portfolio and the planning of all Academy business. The BMD function ensures that the Academy revenue and resourcing are balanced and adequate to address the NATO Enterprise and NCI Agency Corporate requirements. This department manages all agreements with customers, Operation Level Agreements (OLAs) with Service lines and business arrangements for Education and Individual Training services and projects. The Business Manager supports the Director, who is the service owner, with relevant data to ensure the Academy will remain in the remits of funding. Learning Design and Development functions are also delivered by the Business Management Department. The Business Management Department consists of three Branches, which are Strategic Engagements & Opportunities; Project, Service and Product Management; and Learning Design & Development. The department also plays a key role in Agency and NATO-wide innovation in the E&T domain.

The Projects, Services and Product management branch (BSPB) manages, develops and reports on all Academy projects and services and supports Academy resource management. The branch manages Academy agreements with customers and internal to the Agency and defines the pricing and the quantitative requirement for Academy courses. The branch drives gradual transition to product management and is the center of knowledge for business applications such as ServiceNow, EBA, JIRA and the business module of Training Management System (TMS).

SCOPE OF WORK

The following activities require support under this SOW:

1. Project, Service and Product Management Branch (PSPMB) customer facing shared mailbox processing

1.1. Develop and maintain the knowledge of Customers portfolio, Catalogue listed products, regulatory frameworks, directives, policies, internal processes, and terms and conditions in order to provide cohesive service/response to customers;

1.2. Act as the first-line customer service support/help desk, including production and maintenance of supporting documentation;

1.3. Revise daily the shared mailbox, categorize all the customers emails and respond to them in timely manners as per the given targets;

1.4. When unable to respond, assign remaining emails as tasks to other team members and follow them until responded to customers.

2. Customers and stakeholders engagement

2.1. Develop and maintain good and long-lasting relationship with customers;

2.2. Act as the knowledge hub and first-line customers’ POC;

2.3. Contribute to Academy customer engagement activities (conferences, workshops, meetings);

2.4. Contribute to quarterly and annual customer survey development, analysis and reporting;

2.5. Issue customer reports and support FIN in production of invoices on regular basis;

2.6. Produce the reports and slide decks for monthly and ad-hoc customers’ meetings;

2.7. Represent PSPMB and delivery briefs and presentation to customers as required;

2.8. Contribute to development and maintenance of customer personas and customers’ journey mapping;

2.9. Develop and maintain new Training Coordinator and new Customer on-boarding package;

2.10. Contribute to development of leaflets, instructional brochures and instructional videos.

3. Support Service Delivery Managers

3.1. Daily EBA processing, including purchase requisitions, travel requests approvals;

3.2. Monitor budget uploads and their execution;

3.3. Support the resource management within the allocated service budget (incl. the creation of Purchase Requisitions through to the receipting and control of the time accounting for resources supporting delivery of the service.);

3.4. Produce and generate reports and support dashboards creation and their maintenance;

3.5. Contribute to weekly service delivery coordination meetings, daily stand-ups and ad-hoc sprints;

3.6. Contribute to Lesson Learned register;

3.7. Support standardization and automation based on available internal tools (SNOW, EBA, TMS);

3.8. Support the annual cycle set of activities from demand collection to agreement production;

3.9. Continuously seek and propose improvements towards efficiency, effectiveness and excellence in customer service.

4. Control Data accuracy

4.1. Regularly check Training Management System data accuracy and functionalities to assure accurate customers and service delivery manager facing outputs;

4.2. Take instant corrective course of action when incorrect data, mal-functionality of internal tools spotted and liaise with team in charge.

The resource providing services under this SOW will be part of a team and will provide the service using an Agile and iterative approach during multiple sprints.

Each sprint is planned for a duration of 1 week, with delivery location being onsite in Braine L’Alleud, Belgium.

It is expected that ONE resource is providing the above services.

The content and scope of each sprint will be agreed in writing, during the sprint-planning meeting, based on the activities mentioned above.

DELIVERABLES AND PAYMENT MILESTONES

The NCI Academy team reserves the possibility to exercise the described options, depending on the project priorities and requirements.

The payment shall be dependent upon successful acceptance of the Delivery Acceptance Sheet (DAS) – (Annex A) including the EBA Receipt number.

Invoices shall be accompanied with a Delivery Acceptance Sheet (Annex A) signed by the Contractor and line manager.

2025 BASE: 01 January 2025 to 31 December 2025

Deliverable:  Up to 44 sprints of service delivery management support. Number of sprints is estimated considering a starting date as 6th of January 2025. This will be adjusted depending on the actual start date.

Payment Milestones: Upon completion of each fourth sprint and at the end of the work.

2026 OPTION: 01 January 2026 to 31 December 2026

Deliverable: Up to 44 sprints of service delivery management support.

Payment Milestones: Upon completion of each fourth sprint and at the end of the work.

2027 OPTION: 01 January 2027 to 31 December 2027

Deliverable: Up to 44 sprints of service delivery management support.

Payment Milestones: Upon completion of each fourth sprint and at the end of the work.

COORDINATION AND REPORTING

The resource shall participate in status update meetings, sprint planning, and other meetings, physically in the office, or in person via electronic means using Conference Call capabilities, according to line manager’s instructions.

For each sprint to be considered as complete and payable, the contractor must report the outcome of his/her work during the sprint, first verbally during the retrospective meeting and then in written within three (3) days after the sprint’s end date. The format of this report will be aligned the line manager mentioning briefly the work held and the development achievements during the sprint.

Acceptance of each sprint completion will be documented in Annex A – Delivery Acceptance Sheet.

SCHEDULE

This task order will be active immediately after signing of the contract by both parties.

The BASE period of performance starts on 06th January 2025 (tentative) and will end no later than 31st December 2025.

If the 2026 option is exercised, the period of performance is 01st January 2026 to 31st December 2026.

If the 2027 option is exercised, the period of performance is 01st January 2027 to 31st December 2027.

CONSTRAINTS

All the deliverables provided under this statement of work will be based on NCI Agency templates or agreed with the line manager.

All documentation will be stored under configuration management and/or in the provided NCI Agency tools.

All the deliverables of this project will be considered NATO UNCLASSIFIED.

Part of the work may involve handling classified networks, therefore, a security clearance at the right level is expected for the contractor(s) undertaking this service.

SECURITY

The security classification of the service will be up to NATO SECRET.

The contractor providing the services under this SOW is required to hold a valid NATO SECRET security clearance.

PRACTICAL ARRANGEMENTS

The contractor will be required to provide the service on-site in NCI Academy Braine-l’Alleud (BEL).

Travel costs are out of scope and will be borne by the NCI Agency separately in accordance to the provisions of the AAS+ Framework Contract. He or she will provide services under the direction and guidance of the NCI Academy Technical Capability Support Section Head or their designated representative.

This service must be accomplished by ONE contractor.

QUALIFICATIONS

[See Requirements]

Requirements

QUALIFICATIONS

Delivery of the services within this SOW require a resource with the following qualifications and experience:

• The candidate has a NATO SECRET security clearance, provided by the national security organization valid at the time of submission of the bid and covering the period of the contract;
• Fluent in English and must be able to read and write technical and user documentation;
• Bachelor’s degree in a relevant field with 2+ years of experience OR 6+ years of relevant experience without a degree;
• Proven experience of service or project management including resource management (people, budgets, time, etc.) in a training environment;
• A recognized formal Project Management qualification, such as PRINCE2 or PMP. The lack of formal qualifications can be compensated by the demonstration of expertise and experience in the domain;
• Prior experience of Agile project management;
• Prior experience of Business Development;
• Proven analytical skills to produce meaningful business intelligence for decision makers using BI tools such as PowerBI;
• Proven experience in customer focused roles and customers relationship management, including excellent communication skills;
• Excellent Microsoft Office skills and in particular advance Microsoft Excel skills.

Desirable qualifications and experience

• Practical experience in working for other NATO agencies or organizations;
• Prior experience of working in an international environment comprising both military and civilian elements;
• Prior experience in engagement techniques, survey management and data analysis;
• Knowledge of NATO responsibilities and organization, including ACO and ACT;
• Excellent understanding of NCI Agency processes and procedures relating initiating and staffing projects in the NCI Agency (E.g. Customer Request Forms, Request to Proposals, Price Proposals, EBA, etc.);
• Evidence of prior experience and in-depth knowledge of the ServiceNow Project Management tool;
• Prior experience and in-depth knowledge of the NCI Agency Enterprise Business Applications (EBA);
• Prior experience of the NCI Agency Training Management System (TMS);
• Prior experience in JIRA;
• Prior experience in MS VISIO;
• Prior experience of Business Relationship Management;
• Prior experience of Design & Creative Thinking;
• Prior experience of Lean 6 Sigma principles.

Language Proficiency

• Level 3 English language skills according to NATO STANAG 6001: Listening (3); Speaking (3); Reading (3); and Writing (3) or according to Common European Framework of Reference for Language level C1/Advanced level)