Job description
Deadline Date: Tuesday 27 May 2025
Requirement: Support for Cloud Service Management
Location: Off-Site
Note: Please refer to your Subcontract Agreement, article 6.4.1.a, which states “Off-Site Discount: 5% (this discount is applicable to all requirements, and applies when the assigned personnel are permitted to work Off-Site, such as at- home)“. Please be sure to price this discount in your overall price proposal when submitting bids against off-site RFQs
Period of Performance: BASE period: 25 June 2025 – 31st December 2025
Start date is as soon as possible but not later than 25 June 2025
• 2026 Option: 1st January 2026 until 31st December 2026
• 2027 Option: 1st January 2027 until 31st December 2027
• 2028 Option: 1st January 2028 until 31st December 2028
Required Security Clearance: NATO SECRET
1 INTRODUCTION
Supporting NATO throughout all its geographical locations, the NCI Agency is looking for Support for Cloud Service Management, joining the journey of NATO’s modernisation of IT services, through leveraging the public cloud (Microsoft Azure, M365 and Amazon AWS), delivering managed, protected, security-centric and reliable IT Services. NCI Agency – Cloud Operations Center
The NATO Communications and Information Agency (NCI Agency) is dedicated to supporting NATO’s strategic objectives, including the ambitious NATO 2030 agenda. As part of this commitment, we are spearheading the modernization and digital transformation of NATO’s IT services. Our focus is on leveraging public cloud technologies like Microsoft 365 and Intune, incorporating a security-by-design approach, and ensuring a seamless transition to a modern, collaborative workplace environment.
To achieve these goals, we are building a Cloud Operations Center under the Cloud Portfolio, operating under the NATO Enterprise Cloud Operating Model (NECOM) and under the guidance of the Cloud Center of Excellence (CCoE). The NECOM framework provides a standardized approach for cloud service management, ensuring interoperability, scalability, and security across NATO’s IT infrastructure. The Cloud Center of Excellence will serve as a hub for best practices, innovation, and expertise, driving the adoption and optimization of cloud technologies within NATO. This team will play a crucial role in our journey towards providing managed, protected, and reliable End User Services.
Embracing the latest technological advancements, this initiative will foster innovation and ensure NATO remains at the cutting edge of IT capabilities. By continuously evolving and integrating new technologies, we aim to enhance operational efficiency and readiness for future challenges. This remote position offers an exciting opportunity to be at the forefront of NATO’s technological evolution and contribute to the security and efficiency of our operations.
NCI Agency – Cloud Centre of Excellence (CCoE)
The Cloud Centre of Excellence (CCoE) within the NCI Agency is focused on driving successful cloud adoption and maximizing the potential of cloud technologies across the organization. It serves as a central governing body, promoting best practices, enabling knowledge sharing, and ensuring alignment between business objectives and cloud initiatives. The CCoE supports various cloud-based solutions, ensuring their effective and efficient implementation and management. By fostering a culture of continuous improvement and innovation, the CCoE helps the NCI Agency leverage cloud technologies to enhance operational efficiency, scalability, and agility.
The ideal candidate will have expertise in Cloud Service Management processes and public cloud financial operations. Strong analytical, problem-solving, and organizational skills are required.
2 OBJECTIVES
The NCI Agency is embracing cloud services by transitioning to IaaS, PaaS and SaaS services provided by public cloud providers. This shift aims to enhance operational efficiency, collaboration, and security across the organization. We are looking for service providers with strong knowledge, a willingness to learn, and a desire to grow as part of this new challenge.
The objective of this statement of work is to establish a support for maintaining operational efficiency and financial accountability within the NCI Agency managed cloud environment.
3 SCOPE OF WORK
Under the direction / guidance of the Cloud Operations Center Manager, the Support for Cloud Service Management will perform the following activities:
1. ITSM Support
• Provide support for ITSM processes, including incident, problem, and change management.
• Ensure adherence to ITSM best practices and policies.
• Assist in documenting ITSM activities and maintaining process efficiency.
• Collaborate with internal teams to improve IT service delivery.
2. Reporting & Dashboarding
• Develop and maintain dashboards to track operational and financial metrics.
• Generate reports on system performance, incident trends, and cloud expenditures.
• Work with stakeholders to define key performance indicators (KPIs).
• Utilize reporting tools to provide insights and recommendations for improvements.
3. Financial Operations in Public Cloud
• Monitor and manage cloud expenses across multiple cloud providers (i.e. AWS, Azure,).
• Track and analyse cloud resource usage and cost allocation.
• Implement cost optimization strategies in coordination with engineering and finance teams.
4. Financial Management
• Support budget planning and forecasting for cloud expenditures.
• Assist in invoice processing, reconciliation, and financial reporting.
• Work with procurement and finance teams to manage vendor contracts and cloud service agreements.
• Ensure compliance with financial governance policies related to cloud spending.
5. Change Management
• Supports and monitors the implementation of IT service changes and procedures
• Determines methods and processes for IT service changes
• Provides status reports for implemented IT service changes to senior management.
• Generates schedule and time estimates for IT service changes.
The contractor will be part of a team that will play a key part in maintaining operational efficiency and financial accountability within the cloud environment.
The contractor will work remotely, providing services during core working hours of the Cloud Operations Center team (Brussels / BEL).
The measurement of execution for this work is sprints, with each sprint planned for a duration of 1 week.
4 DELIVERABLES AND PAYMENT MILESTONES
The following deliverables are expected from the work on this statement of work:
Deliverable: 28 sprints
Payment Milestones: Upon completion of each fourth sprint and at the end of the work.
The NCIA team reserves the possibility to exercise a number of options, based on the same scrum deliverable timeframe and cost, at a later time, depending on the project priorities and requirements.
The payment shall be dependent upon successful acceptance of the Delivery Acceptance Sheet (DAS) – (Annex B)
Invoices shall be accompanied with a Delivery Acceptance Sheet (Annex B) signed by the Contractor and project authority.
5 COORDINATION AND REPORTING
The contractor shall participate in daily status update meetings, activity planning and other meetings as instructed, via electronic means using Conference Call capabilities, according to the Operation Managers / Team Leaders instructions.
For each sprint to be considered as complete and payable, the contractor must report the outcome of his/her work during the sprint, first verbally during the retrospective meeting and then in written within three (3) days after the sprint’s end date. The format of this report shall be a short email to the NCIA Point of Contact mentioning briefly the work held and the development achievements during the sprint.
6 SCHEDULE
This task order will be active immediately after signing of the contract by both parties
The BASE period of performance is as soon as possible but not later than 25 th June 2025 and will end no later than 31st December 2025.
7 CONSTRAINTS
All the deliverables provided under this statement of work will be based on NCI Agency templates or agreed with the project point of contact.
All code, scripts, documentation, etc. will be stored under configuration management and/or in the provided NCI Agency tools.
8 SECURITY
To deliver services under this SoW require a valid NATO SECRET security clearance.
All the deliverables of this project will be considered NATO UNCLASSIFIED, while access to networks exceeding this classification level is required.
With this role being of technical nature providing administrative support, a security clearance at the NATO Secret level is required prior to the start of the engagement.
9 PRACTICAL ARRANGEMENTS
The contractor will be required to work remote as part of this engagement. The Cloud Operations Center Team is located in BRAINE L’ALLEUD /BEL, with working hours to be adjusted accordingly.
The contractor will be required to work within a NATO country, following the rules and regulations applicable for the operations of NATO CIS.
This contractor hired for this position will collaborate with the NCIA Cloud Operation Center team.
10 QUALIFICATIONS
[See Requirements]
10 QUALIFICATIONS
The Support for Cloud Service Management requires an experienced person with the following qualifications:
- Technical Expertise:
- Experience in ITSM processes and support.
- Strong knowledge of reporting and dashboarding tools (e.g., Power BI, ServiceNow reporting).
- Familiarity with public cloud financial management (AWS Cost Explorer, Azure Cost Management, etc.).
- Understanding of cloud cost optimization and financial operations best practices.
- Organizational Skills:
- Strong organizational skills to manage multiple tasks and priorities effectively.
- Ability to work in a fast-paced environment and collaborate with cross-functional teams.
- Excellent analytical, problem-solving, and communication skills.
- Team Collaboration:
- Ability to work effectively as part of a team and share knowledge and resources.
- Willingness to collaborate with colleagues to solve complex issues.
- Others:
- The candidate has strong customer relationship skills, including negotiating complex and sensitive situations under pressure.
- Full proficiency in the English language. French language proficiency is of advantage.
- The candidate must have the nationality of one of the NATO nations.
- The candidate must possess a NATO SECRET security clearance or national equivalent.
