Proposals and Agreements Manager and Customer Care for NATOwith secuirity clearance

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¢ Orchestrate contract management, take responsibility for understanding customer requirements, collecting data, drafting, staffing, and releasing Proposals, Agreements and their amendments; â€
¢ Support the delivery of the EIT Delivery services across the NATO Enterprise in accordance with the service levels defined in the service models and supporting documentation (Service Design Packages / Service Delivery Plans, service descriptions, catalogue of services, etc.) and relevant service provisioning agreements both internal and external to the Agency; â€
¢ Ensure project/agreements deliverables are completed within agreed cost, schedule and quality and are signed off, including management of any change requests using appropriate processes; â€
¢ Contribute to the service lifecycle processes in accordance with Agency policy and procedures; â€
¢ Maintain a customer focus, acting as a customer focal point to deal diplomatically on a variety problem management and business-related issues linked to contract management; â€
¢ Contribute to Academy customer engagement activities; â€
¢ Develop, document and maintain the knowledge library to support customer success particularly in support of agreements production, new Customers/Training Coordinators on-boarding, service satisfaction and lessons learned; â€
¢ Manage, monitor, and control assigned tasks and working packages; â€
¢ Track service metrics, under the governance of NCI Academy Resource Project Management Office (RPMO), in order to maintain the agreed value to customer â€
¢ Contribute towards continuous improvement by process review, automation and enhancements of internally used tools; â€
¢ Collaborate with stakeholder groups, as part of formal or informal consultancy agreements; â€
¢ Contribute to the PSPM B business intelligence and SharePoint portal/web-page within AOR; â€
¢ Check and fix data accuracy to assure accurate customers and service delivery manager facing outputs â€
¢ Support the day-to-day operation of NCI Academy business activities using appropriate project/service management principles,processes and tools. â€
¢ Generate the quarterly training delivery reports and liaise with the Agency Finance staff to ensure quarterly training delivery invoices are accurate and delivered on time to the appropriate recipient â€
¢ Contribute towards continuous improvement by process review, automation and enhancements of internally used tools. Requirements Description: â€
¢ Fluent in English and must be able to read and write technical user documentation â€
¢ A minimum of 3 years of experience in experience of service or project management including resource management (people, budgets, time, etc.) in a training environment â€
¢ Experience in training, education or mission-support environments involving CIS systems. â€
¢ Prior experience in a multi-national or international environment â€
¢ Prior experience in a combined military and civilian environment â€
¢ Prior experience of Business Development â€
¢ Prior experience with pricing estimation and proposal development â€
¢ Proven analytical skills to produce meaningful business intelligence for decision makers using BI tools such as PowerBI â€
¢ Proven experience in customer focused roles and customers relationship management, including excellent communication skills â€
¢ Excellent Microsoft Office skills and in particular advance Microsoft Excel skills Desirable â€
¢ Practical experience in working for NATO agencies or organizations â€
¢ Knowledge of NATO responsibilities and organization, including ACO and ACT â€
¢ Prior experience in engagement techniques, survey management and data analysis â€
¢ Evidence of prior experience and in-depth knowledge of the ServiceNow Project Management tool â€
¢ Prior experience in Oracle based financial management tools â€
¢ Prior experience in JIRA â€
¢ Prior experience in design and creative thinking â€
¢ Prior experience in Lean Six Sigma principles