Sla-ssp Account Manager
il y a 2 semaines
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**
Under the direction of Branch Chief perform duties such as the following:
- Support the Branch Chief and other Principal Account Managers (PAMs) in managing the portfolio of services assigned to Service Level Agreement and Service Support Package Account Management (SSAM) Branch;
- Act as the AM in addressing request from sponsors, ensuring proper internal assignment and timely response;
- Act as the AM during the start-up and initiation stages of SLA/SSPs, coordinating the necessary stakeholders for the preparation of the formal NCI Agency offers;
- Ensure that formal NCI Agency offers meet Agency's quality standards and are in line with the expectations of sponsors, including quality acceptance criteria, scope and timelines of the formal NCI Agency offers;
- Manage, monitor, understand, and communicate to sponsors the progress on request processing, all through the project or service lifecycle.
- Manage relationships and engage with both sponsors and relevant stakeholders for the resolution of issues should they arise;
- Manage project closure, where appropriate, ensuring that deliverables are properly reported and submitted to sponsors, followed by a formal acceptance, and adequate feedback on the Agency performance is obtained from the sponsor;
- Manage portfolio with regard to its financial status (Planned versus Contracted and actual incomes), operational status (delivery of services and milestones), and forecast (future cooperation);
- Support the Chief SSAM in providing reporting material on the status of the portfolio, including for the development of SLAs/SSPs, monthly reports, quarterly Service Level Reviews and annual report.
- Support the Chief SSAM in initiating, developing and maintaining business relationships with sponsors, thereby ensuring developments of coherent SLAs, SSPs and Programmes of Work, are well managed and consistent.
- Take proactive initiative in nurturing sponsor relationships and promote the NCI Agency's capabilities across the different C4ISR domains;
- Develop, collect and maintain material for customers as well as lessons learned from contacts
- Support the organisation of workshops and symposia and speak at appropriate venues on items of interest to the sponsors in the NATO context. Coordinate participation of other branches of the NCI Agency in these venues;
Support the Chief SSAM in contributing to:
- The development of the Demand Forecast, based on
- understanding of the Customer Requirements and the Agency
- offer based on the Agency Catalogue;
- The improvement of all relevant portfolio management processes, also liaising with other relevant stakeholders as necessary. This includes development and implementation of SOPs, Reporting Metrics Measures and KPIs;
- The planning and prioritizati
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