#NC26ICT189187 - NSATU Site Engineering Management Support
Deadline: June 3, 2026
Requester: NATO
Location: Wiesbaden, Germany
Job type: Contractor
Start date: July, 2026
Security clearance: NATO COSMIC TOP SECRET
SCOPE OF WORK / DUTIES / ROLES
NSATU Senior On-Site Engineering Management Activities:
The Contractor shall provide Site Engineering Management services, contributing to the availability, performance, and continuous operation of NSATU supporting NATO Enterprise Architecture and DCIS. This includes, but is not limited to, the following:
Engineering Management:
- Own end-to-end service performance NATO Enterprise Architecture and DCIS services and systems supporting the mission;
- Monitor engineering compliance, analyse performance trends, and drive corrective actions with technical resolver teams;
- Lead monthly and quarterly service reviews with customers, external and internal stakeholders, supported by structured reporting.
Customer Relationship Management:
- Act as the primary on-site point of contact for the Operational Community for all NATO Enterprise Architecture and DCIS service and systems supporting the Mission;
- Establish and maintain effective working relationships with the Operational Community, stakeholders, ensuring understanding of operational priorities and service needs;
- Manage customer expectations and provide proactive communication on service performance, incidents, planned changes and project transition.
Technical and Domain Coordination:
- By apply working holistic knowledge of, NATO Enterprise Architecture and DCIS service and systems supporting the Mission, covering OSI Layers 1-7. For example, but not limited to: Network (LAN/WAN, routing/switching,
firewalls) and platforms (VoIP, video conferencing, collaboration tools) to ensure technically credible Engineering management; - Liaise with technical service owners and engineering teams to translate technical information into deliverables meeting Operational requirements;
- Support in the onboarding of new services, ensuring that service documentation and operational procedures are established and maintained.
Incident and Change Coordination:
- Coordinate customer-facing communication during major incidents and service disruptions;
- Coordinate incident recovery by interfacing with resolver teams and ensuring timely updates to stakeholders;
- Oversee the impact of changes on service levels, ensuring that risks are communicated and disruption is minimised.
Reporting and Continuous Improvement:
- Produce monthly Engineering Performance Reports in accordance with NCIA reporting requirements;
- Maintain and drive a Service Improvement Plan (SIP), tracking actions and measurable improvements;
All activities shall be performed in accordance with NATO processes and procedures, ensuring compliance, traceability, and auditability.
Senior On-Site Engineering Management Deliverables:
The Contractor shall produce and maintain the following deliverables as part of the Site Engineering Management services:
- Monthly Engineering Performance Report: A structured report providing visibility of Engineering Service performance, incidents, risks, and customer-related topics;
- Monthly updates to a Mission specific Service Improvement Plan (SIP): A maintained and tracked plan of improvement actions, including ownership, timelines, and status reporting;
- Quarterly Customer Satisfaction Survey Results: Quarterly customer satisfaction survey, including analysis of results and identification of improvement actions;
- Annual Service Catalogue Inputs: Contribution to and maintenance of DCIS service catalogue entries for NATO Enterprise Architecture and DCIS service and systems, supporting the Mission.
All deliverables shall be produced in accordance with NCIA requirements; and shall be subject to review and acceptance as part of the service performance validation.
Continuous Service Improvement:
The Contractor shall:
- Identify opportunities for service and efficiency improvements;
- Propose and track corrective and preventive actions;
- Monitor trends and recurring issues to drive long-term improvements.
All improvement actions shall be:
- Documented and reported monthly;
- Reviewed during governance meetings;
- Tracked to completion.
Service Reporting:
The Contractor shall establish, maintain, and operate a structured reporting framework to ensure full visibility of service performance, operational status, and compliance with the requirements of this Statement of Work (SoW). The reporting framework shall:
- Provide transparent and auditable evidence of service performance against defined KPIs;
- Enable continuous monitoring of service health, availability, and operational risks;
- Support informed decision-making by NCIA;
- Facilitate performance evaluation and validation of payment.
Service Governance Model:
The Contractor shall establish and operate a structured Governance Model to ensure effective oversight, control, and continuous improvement of the services delivered under this Statement of Work. The Governance Model shall:
- Ensure effective oversight of service performance against defined KPIs;
- Provide a structured mechanism for reviewing service quality, risks, and issues;
- Enable timely decision-making and escalation;
- Support continuous service improvement;
- Ensure alignment with NATO governance frameworks and processes.
REQUIRED SKILLS, KNOWLEDGE AND EXPERIENCE
- Bachelor’s degree in Information Technology, Computer Science, Engineering, or a related technical discipline;
- PMP certification from the Project Management Institute (PMI) or equivalent project management certification;
- ITIL v4 Foundation certification with strong understanding of IT service management processes;
- CCNA Certified and strong networking knowledge with CCNA-level competency in routing, switching, and network troubleshooting;
- 10 years proven experience working upon NATO, defence, military, or other highsecurity project delivery;
- 10 years proven experience NATO experience in IT service delivery, implementation engineering, in Mission support environments;
- 10 years proven experience with NATO Incident, Change, Problem, Request, and Configuration Management processes in Mission support environments;
- 10 years demonstrated experience in team leadership, mentoring, and technical supervision in NATO Mission environments;
- 5 years proven experience with Windows Server administration and enterprise infrastructure support, including Windows desktop environment, within NATO enterprise or mission-critical environments;
- 5 years proven experience with VMware virtualization deployment and troubleshooting, within NATO enterprise or mission-critical environments;
- 5 years proven experience in network/system security and secure communications within NATO enterprise or mission-critical environments;
- 5 years proven experience in Voice and Video communications within NATO enterprise or mission-critical environments;
- 5 years proven experience with cryptographic systems, COMSEC, or secure communication platforms, within NATO enterprise or mission-critical environments;
- 5 years proven experience with firewall and boundary protection services, within NATO enterprise or mission-critical environments;
- 5 years proven experience with NATO Core Services and Functional Service Applications, within NATO enterprise or mission-critical environments;
- 5 years proven experience with Microsoft technologies including Active Directory, Group Policy, Exchange Server, and SharePoint, within NATO enterprise or missioncritical environments;
- 5 years proven experience administering SQL Server and System Centre Configuration Manager (SCCM), within NATO enterprise or mission-critical environments;
- Shall be able to listen, speak, read and write in English to or above the NATO SLP 3333 (= good/minimum professional) in accordance with STANAG 6001;
- Excellent English language communication and presentation skills, with the ability to clearly articulate complex service and technical topics;
- Strong interpersonal skills, enabling effective interaction with customers, technical teams, and senior stakeholders;
- Ability to work independently with minimal supervision while contributing effectively as part of a team;
- Strong analytical and problem-solving capabilities, with a customer-focused approach; High level of motivation, adaptability, and collaboration;
- In depth practical understanding of NATO Command structures, roles, and organisational context;
- In depth practical Knowledge of NATO Enterprise Architecture and DCIS service and systems supporting the Mission, covering OSI Layers 1-7.
Desirable:
- Certification with Windows Server administration and Windows desktop environment;
- Certification with VMware virtualization;
- Certification in network/system security and secure communications systems;
- Certification in Voice and Video communications systems;
- Certification with cryptographic systems, COMSEC, or secure communication platforms;
- Certification with NATO Functional Service Applications.
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