#NC25MGT177117-2 - IT Service Management for NCIA - Closed
Deadline: May 19, 2025
Requester: NATO
Location: Brunssum, Netherlands
Job type: Contractor
Start date: July, 2025
Security clearance: NATO SECRET
SCOPE OF WORK / DUTIES / ROLES
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Opening, daily updating, and closing ITSM incidents;
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Opening, updating, completing, uploading reports to ITSM Change Requests;
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Internal and external coordination of the ITSM Incidents resolution to achieve the SLA targets;
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Planning and supervision of ITSM Service Requests execution to meet operational deadlines;
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Monitoring and coordination of the ASI (Authorized Service Interruption) events, to prevent SLA targets breaches;
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Raising EBA Work Requests for CSSC EMB (Engineering Maintenance Branch) and Asset Management and Supply Branch (AMSB) to request technical maintenance, repair and logistics activities;
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Raising new MAT entries for tracking of major Incidents, Service Requests, ASI's and keeping them up to date;
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Monitoring of the NCISG DCIS Master Calendar;
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Monitoring, updating, creating new entries in the SDS (Service Delivery Schedule) in OPSM Portal;
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Coordination of the deployable systems transportation to CSSC for a PMI, as well as deployment of CSSC teams for maintenance in remote locations;
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Overseeing the whole PMI process until successful return of the system to the Peace Time Location (PTL);
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Ensuring, in close cooperation with EMB, all Post PMI Reports are provided and submitted to ITSM and SDS on time;
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Handling customers' queries and requests received via RMS functional mail box;
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Coordination and cooperation with all relevant CSSC sections to plan and execute requests received by RMS from the Service Delivery Managers and Project Managers, making sure any work is funded before implementation;
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Maintaining comprehensive documentation of support activities including DCIS Activity Reports;
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Gathering customer feedback on provided support;
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Analyzing the feedback to identify areas for improvement;
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Implementing changes to improve the customer satisfaction as well as KPIs.
REQUIRED SKILLS, KNOWLEDGE AND EXPERIENCE
- The Contractor shall have previous experience in customer support;
- The Contractor shall strive to prevent rotation of personnel and maintain the same staff working under this SoW;
- The Contractor shall seek Purchaser's approval prior to appointing new personnel to work under this Statement of Work;
- The Contractor shall handle the Purchaser's furnished equipment (PFE) with due care;
- The Contractor shall install and operate the equipment following the manufacturer's requirements;
- The Contractor shall bring immediately to the attention of the Purchaser Point of Contact on-site any issues preventing the execution of the work.
This position is now closed.
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