2024-0259 Service Delivery Manager Support (NS) - WED 6 Nov

Deadline Date: Wednesday 6 November 2024

Requirement: Service Delivery Manager Support / Complementary Learning Opportunities

Location: Oeiras, PT

Full Time On-Site: Yes

Time On-Site: 100%

Period of Performance: 2025 BASE: As soon as possible not later than 06th January – 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

Start date is as soon as possible but not later than 06th January 2025

Required Security Clearance: NATO SECRET

 

1. 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 centre of knowledge for business applications such as ServiceNow, EBA, JIRA and the business module of Training Management System (TMS).

The Strategic Engagement branch engages with stakeholders to provide strategic support to the implementation of the NCI Academy strategy and consolidate internal and external inputs for its sustainment and evolution. The branch provides the secretariat for the Academy board and leads on strategic communication. The branch leads the implementation of selected strategic initiatives such as the Complementary Learning Opportunities.

The work shall be primarily conducted onsite at the NCI Academy in Oeiras, Portugal

2. OBJECTIVES

The main objectives of this statement of work can be summarized as follows:

• Under the direction of the Head Project, Service and Product management branch and Head of Strategic Engagement branch, but mainly on own initiative the incumbent will perform duties such as the following:
• Orchestrate the delivery of the Complementary Learning Opportunities (CLO) service across the NATO Enterprise in accordance with the service levels defined in the service model and supporting documentation (Service Design Package / Service Delivery Plan, service description, catalogue of services, etc.) and relevant service provisioning agreements both internal and external to the Agency;
• Responsible for the definition, execution and satisfactory completion of assigned  projects/services, including preparation and submission of a Price Proposal, support in the release of Contractual Package, contribute to Source Selection process according to the defined procurement strategy (either as evaluator or as Project Evaluation Chairperson for simple procurement) , and monitor, manage, and control the project through to completion;
• Provide effective leadership to the project team; in particular, capture appropriate resource plans required to support the project;
• Support the service delivery effort to put the right tools, processes, resources (including funds) in place for the successful delivery and reporting of the CLO service;
• Support development and staffing of the service rates and the execution of the overall service budget, making sure the service budget is used effectively and efficiently within the scope of the service;
• Take responsibility for the definition, execution and satisfactory completion of medium-scale projects, including the identification, assessment and management of risks and issues related to the project;
• Ensure that realistic project plans are maintained and that there is regular and accurate communication to stakeholders;
• Take responsibility for understanding customer requirements, collecting data, delivering analysis and problem resolution;
• Ensure project deliverables are completed within agreed cost, schedule and quality and are signed off, including management of any change requests using appropriate processes;
• Provide monthly report to his/her Projects Portfolio Manager using Agency reporting tool/framework;
• Collaborate with, and facilitates stakeholder groups, as part of formal or informal consultancy agreements;
• Serve as the liaison across all Agency functional elements and external stakeholders required to enable the service provision;
• Responsible for 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.);
• Contribute to the service lifecycle processes in accordance with Agency policy and procedures;
• Contribute to and maintain service related documents (e.g. Service Delivery Plans, service definition in the service catalogue, service-related processes, etc);
• Manage support contracts with industry;
• Identify delivery issues and ways to reduce costs without affecting the quality of the CLO Delivery service to the customer;
• Contribute to NCI Academy customer engagement activities (conferences, workshops, meetings);
• Support the day-to-day operation of NCI Academy business activities and further development;
• Daily use of available tools: SNOW, EBA, JIRA, TMS, SP for service management and reporting

3. SCOPE OF WORK

1. Service delivery management of Complementary Learning Opportunities (CLO) Service

1.1. Analyse customers’ requests;

1.2. Calculate price, create price proposals and manage their internal staffing;

1.3. Analyse vendors offers;

1.4. Supervise CLO delivery in coordination with dedicated team;

1.5. Manage CLO resources 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.);

1.6. Map the existing processes and propose the improvements;

1.7. Manage risks and issues;

1.8. Create supporting document and support standardization of newly implemented CLO service and gradual transition to product management;

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

1.10. Daily SNOW processing, drafting service task structure, requesting and management of resource plans, time cards processing;

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

1.12. Contribute to the business intelligence and automation;

1.13. Lead and contribute to weekly service delivery coordination meetings;

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

1.15. Act as a knowledge hub in AOR and support other Service Delivery Managers.

2. Customers and stakeholders engagement

2.1. 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;

2.2. Develop and maintain customers personas and customers journey mapping;

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

2.4. Respond customers’ e-mails and phone calls in timely manner as per the given targets;

2.5. Collaborate with and facilitate stakeholder and customer groups communication;

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

2.7. Represent PSPB or SEB and deliver presentation to customers as required;

2.8. Issue customer reports and support FIN in production of invoices;

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

2.10. Maintain relevance of NCI Academy Catalogue, webpage and other customers facing platforms within AOR;

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

3. Support other Service Delivery Managers

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

3.2. Daily SNOW processing, including timesheet processing and approvals, resource requests/plans submission;

3.3. Produces and generate reports and support dashboards creation and their maintenance;

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

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

3.6. Support the annual cycle set of activities from demand collection to agreement production: Price Proposals (PP), Operational Level Agreements (OLA), Service Support Training (SST) agreement;

3.7. Contribute to Lesson Learned and Risk registers.

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-functionalities of internal tools spotted and liaise with team in charge for the earliest resolution.

The contractor 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.

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

4. 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: 02 January 2025 to 31 December 2025

Deliverable:  Up to 44 sprints (Number of sprints is estimated considering a starting date as 1st 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.

5. COORDINATION AND REPORTING

The contractor shall participate in status update meetings, CLO’s 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 with 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.

6. SCHEDULE

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

The BASE period of performance is as soon as possible but not later than 6th January 2025 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.

7. 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, although the contractor may start working already while the clearance process is ongoing.

8. 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

9. PRACTICAL ARRANGEMENTS

The contractor will be required to provide the service on-site in NCI Academy Oeiras (PRT)

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 work 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.

10. QUALIFICATIONS

[See Requirements]

Requirements

10. QUALIFICATIONS

This work requires a contractor 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)