2024-0259 Service Delivery Manager Support (NS) - WED 6 Nov 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
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.
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 Projects, Services and Product management branch (BSPB) manages, develops and reports on all Academy projects and services and supports Academy resource management.
The Strategic Engagement branch engages with stakeholders to provide strategic support to the implementation of the NCI Academy strategy.
2. OBJECTIVES
Orchestrate the delivery of the Complementary Learning Opportunities (CLO) service across the NATO Enterprise;
Responsible for the definition, execution and satisfactory completion of assigned projects/services;
Provide effective leadership to the project team;
Support the service delivery effort to put the right tools, processes, and resources in place;
Ensure that realistic project plans are maintained and that there is regular and accurate communication to stakeholders;
Ensure project deliverables are completed within agreed cost, schedule and quality;
Collaborate with and facilitate stakeholder groups;
Contribute to the service lifecycle processes in accordance with Agency policy and procedures;
3. SCOPE OF WORK
Service delivery management of Complementary Learning Opportunities (CLO) Service;
Analyse customers' requests and calculate price;
Supervise CLO delivery in coordination with dedicated team;
Manage risks and issues;
Develop and maintain good and long-lasting relationships with customers;
4. DELIVERABLES AND PAYMENT MILESTONES
The NCI Academy team reserves the possibility to exercise the described options, depending on the project priorities and requirements.
5. COORDINATION AND REPORTING
The contractor shall participate in status update meetings and report the outcome of his/her work during the sprint.
6. SCHEDULE
This task order will be active immediately after signing of the contract by both parties.
7. CONSTRAINTS
All the deliverables provided under this statement of work will be based on NCI Agency templates.
8. SECURITY
The security classification of the service will be up to NATO SECRET.
9. PRACTICAL ARRANGEMENTS
The contractor will be required to provide the service on-site in NCI Academy Oeiras (PRT).
10. QUALIFICATIONS
The candidate has a NATO SECRET security clearance;
Fluent in English;
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;
A recognized formal Project Management qualification;
Prior experience of Agile project management;
Excellent Microsoft Office skills.
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