SLA/SSP Account Manager > Brussels > Joboolo BE :

10pt;>Who we are supporting 

10pt;>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.

10pt;>The NCIA provides a wide range of services, including:

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  10pt;>
  10pt;>Cyber Security:
  
  The NCIA provides advanced cybersecurity solutions to protect NATO's communication networks and information systems against cyber threats.
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  10pt;>
  10pt;>Command and Control Systems:
  
  The NCIA develops and maintains the systems used by NATO's military commanders to plan and execute operations.
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  10pt;>
  10pt;>Satellite Communications:
  
  The NCIA provides satellite communications services to enable secure and reliable communications between NATO forces.
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  10pt;>
  10pt;>Electronic Warfare:
  
  The NCIA provides electronic warfare services to support NATO's mission to detect, deny, and defeat threats to its communication networks.
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  10pt;>Information Management:
  
  The NCIA manages NATO's information technology infrastructure, including its databases, applications, and servers.

10pt;>Overall, the NCIA plays a critical role in ensuring the security and effectiveness of NATO's communication and information technology capabilities.

10pt;>The program

10pt;>Assistance and Advisory Service (AAS)

10pt;>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.

10pt;>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 Duties and Responsibilities

• Support the development of jointly owned Customer Agreements (incl.
  
  resolving basic legal issues), e.g.
  
  Service Level Agreements (SLA)/Service Support Packages (SSP), Price Proposals


• Build long-term, strategic relationships with senior stakeholders (internal and external) and support actions to improve relations and open communications with and between stakeholders.


• Understand Customer's business and needs, and support a joint and coordinated approach to requirement coherence within a given portfolio of Customer Agreements.


• Manage Business Intake for supported Customers and deliver Price/Project Proposals for supported Customers in accordance with the relevant processes and Direction & Guidance by Management and Governance.


• Support the customer in the budgetary screening process.


• Ensure that the formal NCI Agency Customer Agreements are in line with expectations of Customers.


• Monitor in-year execution of Agreements once they are in force, including customer issue/problem handling and participating in review meetings.


• Contribute to the NCI Agency, COO and Branch business planning process.


• Provide reporting material as required.


• Take proactive initiative in nurturing and managing customer relationships, and promote the NCI Agency's capabilities across the different ICT/C4ISR domains.


• Build and Maintain a Customer CRM picture that will help the rest of the agency to understand the Customer's responsibilities, key players, issues, forecast, satisfaction levels, key initiatives, etc.


• Engage with both Customers and relevant stakeholders for the resolution of issues should they arise, including supporting the complaint handling process.


• Support the Principal/Senior Account Manager in contributing to:
  
  


• The development of the Demand Forecast, based on the understanding of Customer Requirements;


• The improvement of all management processes, liaising with other relevant stakeholders as necessary.
  
  This includes development and implementation of relevant SOPs, Reporting Metrics Measures and KPIs;


• The planning and prioritization of activities in the Account;


• Deputize for higher grade staff, if required.


• Performs other duties as may be required.

Essential Skills and Experience

• Demonstrable knowledge, experience and understanding of Customer Management and skills in negotiation; must have a sense of diplomacy and propriety in order to work harmoniously with colleagues and other staff, in an international environment, as well as with staff from private scientific/industrial organisations as required.


• Proven ability to effectively communicate orally and in writing with excellent briefing and presentation skills and the ability to produce clear and concise reports;


• Experience working in a multilateral environment or an environment with a variety of stakeholders from multi-cultural backgrounds;


• Proven ability to successfully prioritise work, and manage staff;


• Proven experience in the use of computer-based support tools with an emphasis on Microsoft Office and planning tools;

Job specific:

• Demonstrable knowledge and experience of Service Management principles and execution in a similar organisation or environment.

Desirable Skills and Experience

• Demonstrable NATO experience or equivalent national experience dealing with NATO agencies that includes knowledge of NATO responsibilities and organizations.
  
  In addition knowledge of the NATO budget cycle and procurement policies, processes and associated documentation;


• Recent operational experience (at least 2 years) in the use of fielded ICT/C4ISR systems;


• ITIL, PRINCE2 , MSP and/or PMP certification;


• Prior experience of working in an international environment comprising both military and civilian elements;


• Proven potential to lead, inspire and engage a small, diverse and multidisciplinary team;


• Tact, judgement and adaptability, as well as good political awareness and motivational and listening skills.

Competencies or Personal Attributes:

• Deciding and Initiating Action:
  
  Takes responsibility for actions, projects and people; takes initiative and works under own direction; initiates and generates activity and introduces changes into work processes; makes quick, clear decisions which may include tough choices or considered risks.


• Relating and Networking:
  
  Easily establishes good relationships with customers and staff; relates well to people at all levels; builds wide and effective networks of contacts; uses humour appropriately to bring warmth to relationships with others.


• Delivering Results and Meeting Customer Expectations:
  
  Focuses on customer needs and satisfaction; sets high standards for quality and quantity; monitors and maintains quality and productivity; works in a systematic, methodical and orderly way; consistently achieves project goals.


• Entrepreneurial & Commercial Thinking:
  
  Keeps up to date with best practice and industry trends; identifies business opportunities for the organization; maintains awareness of developments both internally and externally; demonstrates financial awareness; controls costs and thinks in terms of gains, losses and added value.

Education

• A minimum requirement of a Bachelor's degree at a nationally recognised/certified University in a related discipline and 2 years post-related experience.


• Or exceptionally, the lack of a university degree may be compensated by the demonstration of a candidate's particular abilities or experience that is/are of interest to NCI Agency, that is, at least 6 years extensive and progressive expertise in duties related to the function of the post.
  
  At least 2-year experience relevant to Account Management;

Working Location

• Brussels, Belgium

Working Policy

• On-Site


• Occasional travel to Mons, Belgium

Travel

• Some travel to other NATO sites may be required

Contract Duration

• May 2024 – Dec 2024

Security Clearance

• Valid National or NATO Secret personal security clearance