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.
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.
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, resources 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.
Take responsibility for the definition, execution and satisfactory completion of medium-scale projects.
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.
Provide monthly report to his/her Projects Portfolio Manager using Agency reporting tool/framework.
Collaborate with, and facilitates stakeholder groups.
Serve as the liaison across all Agency functional elements and external stakeholders.
Responsible for the resource management within the allocated service budget.
Contribute to the service lifecycle processes in accordance with Agency policy and procedures.
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.
Support the day-to-day operation of NCI Academy business activities and further development.
3. SCOPE OF WORK
1. Service delivery management of Complementary Learning Opportunities (CLO) Service
Analyse customers' requests;
Calculate price, create price proposals and manage their internal staffing;
Supervise CLO delivery in coordination with dedicated team;
Manage CLO resources within the allocated service budget;
Map the existing processes and propose the improvements;
Manage risks and issues;
Lead and contribute to weekly service delivery coordination meetings;
Continuously seek and propose improvements towards efficiency, effectiveness and excellence in customer service.
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.
5. COORDINATION AND REPORTING
The contractor shall participate in status update meetings, CLO's planning, and other meetings.
For each sprint to be considered as complete and payable, the contractor must 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 or agreed with the line manager.
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).
This service must be accomplished by ONE contractor.
10. QUALIFICATIONS
This work requires a contractor with the following qualifications and experience:
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.
Proven analytical skills to produce meaningful business intelligence.
Excellent Microsoft Office skills.
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