Deadline Date: Wednesday 6 November 2024
Requirement: Service Delivery Manager Support / Complementary Learning Opportunities
Location: Oeiras, PORTUGAL
Full-Time On-Site: Yes
Time On-Site: 100%
Not to Exceed: 2025 BASE: NTE 91,080 EUR (44 sprints at 2,070 EUR NTE/ sprint) in case of project managers or NTE
2026 - 2027: Up to maximum of 44 sprints per year (Price per sprint will be determined by applying the price adjustment.)
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
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 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 work shall be primarily conducted onsite at the NCI Academy in Oeiras, Portugal.
Objectives 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.
Responsible for the definition, execution and satisfactory completion of assigned projects/services, including preparation and submission of a Price Proposal.
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 in place for the successful delivery and reporting of the CLO service.
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.
Provide monthly report to the Projects Portfolio Manager using Agency reporting tool/framework.
Collaborate with and facilitate 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.
Identify delivery issues and ways to reduce costs without affecting the quality of the CLO Delivery service to the customer.
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.
Requirements Qualification: 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.
Prior experience of Agile project management.
Proven analytical skills to produce meaningful business intelligence for decision makers using BI tools such as PowerBI.
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.
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.
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