Sla/ssp Account Manager
Il y a 5 mois
Spektrum have a wide range of exciting opportunities in several global locations.
We are always looking to add great new talent to our team and look forward to hearing from you.
**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.
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 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 enviro
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