Service Delivery Manager Support / Agreement Management

Spektrum supports apex purchasers (NATO, UN, EU, and National Government and Defence) and their Tier 1 supplier ecosystem with a wide range of specialist services. We provide our clients with professional services, specialised aerospace and defence sales, delivery, and operational subject matter expertise. We are looking for personnel to join our team and support key client projects.

Who we are supporting 

The NATO Communication and Information Agency (NCIA) is responsible for providing secure and effective communications and information technology (IT) services to NATO's member countries and its partners. The agency was established in 2012 and is headquartered in Brussels, Belgium.

The NCIA provides a wide range of services, including:

• Cyber Security: The NCIA provides advanced cybersecurity solutions to protect NATO's communication networks and information systems against cyber threats.
• Command and Control Systems: The NCIA develops and maintains the systems used by NATO's military commanders to plan and execute operations.
• Satellite Communications: The NCIA provides satellite communications services to enable secure and reliable communications between NATO forces.
• Electronic Warfare: The NCIA provides electronic warfare services to support NATO's mission to detect, deny, and defeat threats to its communication networks.
• Information Management: The NCIA manages NATO's information technology infrastructure, including its databases, applications, and servers.

Overall, the NCIA plays a critical role in ensuring the security and effectiveness of NATO's communication and information technology capabilities.

The program

Assistance and Advisory Service (AAS)

The NATO Communications and Information Agency (NCI Agency) is NATO’s principal C3 capability deliverer and CIS service provider. It provides, maintains and defends the NATO enterprise-wide information technology infrastructure to enable Allies to consult together under Article IV, and, when required, stand together in the face of attack under Article V.

To provide these critical services, in the modern evolving dynamic environment the NCI Agency needs to build and maintain high performance-engaged workforce. The NCI Agency workforce strategically consists of three major categorise's: NATO International Civilians (NIC)'s, Military (Mil), and Interim Workforce Consultants (IWC)'s. The IWCs are a critical part of the overall NCI Agency workforce and make up approximately 15 percent of the total workforce.

Role Background

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).

Role Duties and Responsibilities

• Agreement Management
• 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 etc.;
• Analyse customers requests;
• Create agreement amendments, and manage their internal staffing;
• Annually review agreement template wording and propose enhancements;
• Continuously seek improvement of processes, particularly Resource to Proposal (R2P) process;
• Support gradual transition to product management;
• Monitor budget uploads and their execution;
• Produces and generate agreement status reports and support dashboards creation and their maintenance.
• Support to service delivery management of Education and Individual Training (EIT) Service
• Support standardization and automation based on available internal tools (SNOW, EBA, TMS);
• Contribute to Training Management System (TMS) enhancements;
• Contribute to weekly service delivery coordination meetings, daily stand-ups and ad-hoc sprints;
• Contribute to Lesson Learned register;
• Continuously seek and propose improvements towards efficiency, effectiveness and excellence in customer service;
• Act as a knowledge hub in AOR and support other Service Delivery Managers.
• Customers and stakeholders engagement
• 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;
• Act as the focal POC, both externally and internally on agreement aspect;
• Analyse Customer requests, respond customers’ e-mails and phone calls in timely manner as per the given targets;
• Contribute to development and maintenance of customer personas and customers journey mapping;
• Develop and maintain good and long-lasting relationship with customers;
• Monitor and process Customer Mutual Agreements (CMAs) requests;
• Monitor agreements status, execution weekly and provide reports and updates to the stakeholders and customers;
• Contribute to Academy customer engagement activities (conferences, workshops, meetings);
• Contribute to quarterly and annual customer survey development, analysis and reporting;
• Maintain relevance of NCI Academy Catalogue, webpage and other customers facing platforms within AOR;
• Develop and maintain new Training Coordinator and new Customer on-boarding package;
• Contribute to development of leaflets, instructional brochures and instructional videos;
• Represent PSPB and deliver briefs and presentation to customers as required;
• Lead coordination and distribution of e-Newsletter to Customer, this may include critical deadlines, actions, changes and course updates, as well as marketing aspects;
• Contribute to marketing strategy and communication plans.
• Control Data accuracy support
• Regularly check Training Management System data accuracy and functionalities to assure accurate customers and service delivery manager facing outputs;
• 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.

Essential Skills and Experience

• 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 Skills 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.

Education

• Bachelor’s degree in a relevant field with 2+ years of experience OR 6+ years of relevant experience without a degree.

Language Proficiency

• Business English

Working Location

• Braine-l’Alleud, Belgium

Working Policy

• On-Site
• Due to the multinational aspect of NATO, part of the services shall be delivered during national public holidays at the respective locations of performance.

Travel

• Some travel to other NATO sites may be required

Security Clearance

• Valid National or NATO Secret personal security clearance