Deadline Date: Monday 13 May 2024
Requirement: SLA/SSP Account Manager (OPEX) 2024
Location: Brussels, BE
Full Time On-Site: Yes
Time On-Site: 100%
Total Scope of the request (hours): 1321
Required Start Date: 16 June 2024
End Contract Date: 31 December 2024
Required Security Clearance: NATO SECRET
Duties and Role:
Under the direction of Branch Chief perform duties such as the following:
- Support the Branch Chief and other Principal Account Managers (PAMs) in managing the portfolio of services assigned to Service Level Agreement and Service Support Package Account Management (SSAM) Branch;
- Act as the AM in addressing request from sponsors, ensuring proper internal assignment and timely response;
- Act as the AM during the start-up and initiation stages of SLA/SSPs, coordinating the necessary stakeholders for the preparation of the formal NCI Agency offers;
- Ensure that formal NCI Agency offers meet Agency's quality standards and are in line with the expectations of sponsors, including quality acceptance criteria, scope and timelines of the formal NCI Agency offers;
- Manage, monitor, understand, and communicate to sponsors the progress on request processing, all through the project or service lifecycle.
- Manage relationships and engage with both sponsors and relevant stakeholders for the resolution of issues should they arise;
- Manage project closure, where appropriate, ensuring that deliverables are properly reported and submitted to sponsors, followed by a formal acceptance, and adequate feedback on the Agency performance is obtained from the sponsor;
- Manage portfolio with regard to its financial status (Planned versus Contracted and actual incomes), operational status (delivery of services and milestones), and forecast (future cooperation);
- Support the Chief SSAM in providing reporting material on the status of the portfolio, including for the development of SLAs/SSPs, monthly reports, quarterly Service Level Reviews and annual report.
- Support the Chief SSAM in initiating, developing and maintaining business relationships with sponsors, thereby ensuring developments of coherent SLAs, SSPs and Programmes of Work, are well managed and consistent.
- Take proactive initiative in nurturing sponsor relationships and promote the NCI Agency's capabilities across the different C4ISR domains;
- Develop, collect and maintain material for customers as well as lessons learned from contacts
- Support the organisation of workshops and symposia and speak at appropriate venues on items of interest to the sponsors in the NATO context. Coordinate participation of other branches of the NCI Agency in these venues;
- Support the Chief SSAM in contributing to the development of the Demand Forecast, based on understanding of the Customer Requirements and the Agency offer based on the Agency Catalogue;
- The improvement of all relevant portfolio management processes, also liaising with other relevant stakeholders as necessary. This includes development and implementation of SOPs, Reporting Metrics Measures and KPIs;
- The planning and prioritization of the activities in the Account.
- Deputize for higher grade staff, if required;
- Manage and lead other SSAM staff as part of the SSAM Branch as required
- Performs other duties as may be required.
This post is based in Brussels with occasional travel to Mons.
Requirements
Skill, Knowledge & Experience:
- The candidate must have a currently active NATO SECRET security clearance
- Master of Science (MSc) or a Bachelor of Science (BSc) degree or any other relevant Bachelor education at a nationally recognized/certified University in a related subject with 5 years post related experience;
- Or exceptionally, the lack of a degree may be compensated by a lower academic qualification combined with the demonstration of particular abilities or experience of relevance to this post, or with a military experience on operations;
- Demonstrable knowledge and experience of Service Management principles and execution in a similar organization or environment;
- Knowledge and experience of Account Management in a business or military organization that is relevant in the NATO context;
- Knowledge and experience in project management and in-service support planning and operations in a business or military organization that is relevant in the NATO context;
- Knowledge and experience involving the development or acquisition, implementation and sustainment of major Command and Control systems and/or programmes;
- Experience in the management, preparation and promotion of service proposals, principally:
- Proven knowledge and understanding of Customer Relationship Management;
- Proven ability to effectively communicate orally and in writing with excellent briefing and presentation skills and the ability to produce clear and concise reports;
- Proven experience in the use of computer-based support tools with an emphasis on Microsoft Office and planning tools
