SLA-SSP Account Manager

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.

Spektrum supports apex purchasers (NATO, UN, EU, and National Government and Defence) and their Tier 1 supplier ecosystem with a wide range of specialist services. We provide our clients with professional services, specialised aerospace and defence sales, delivery, and operational subject matter expertise. We are looking for personnel to join our team and support key client projects.

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.
• Information Management: The NCIA manages NATO's information technology infrastructure, including its databases, applications, and servers.

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 prioritization of the activities in the Account.
  • Deputize for higher grade staff, if required;
  • Manage and lead other SSAM staff as part of the SSAM Branch as required
  • Performs other duties as may be required.

Essential Skills and Experience

• Demonstrable knowledge and experience of Service Management principles and execution in a similar organization or environment;
• Knowledge and experience of Account Management in a business or military organization that is relevant in the NATO context;
• Knowledge and experience in project management and in-service support planning and operations in a business or military organization that is relevant in the NATO context;
• Knowledge and experience involving the development or acquisition, implementation and sustainment of major Command and Control systems and/or programmes;
• Experience in the management, preparation and promotion of service proposals, principally:
• Proven knowledge and understanding of Customer Relationship Management;
• Proven ability to effectively communicate orally and in writing with excellent briefing and presentation skills and the ability to produce clear and concise reports;
• Proven experience in the use of computer-based support tools with an emphasis on Microsoft Office and planning tools;

Education

• Master of Science (MSc or a Bachelor of Science (BSc) degree or any other relevant Bachelor’s education at a nationally recognized/certified University in a related subject with 5 years post related experience,or exceptionally, the lack of a degree may be compensated by a lower academic qualification combined with the demonstration of particular abilities or experience of relevance to this post, or with a military experience on operations;

Working Location

Working Policy

• On-Site

Travel

• Occasional travel to Mons, Belgium site

Contract Duration

Security Clearance

• Valid National or NATO Secret personal security clearance

We never know what new opportunities might be just over the horizon. If this opportunity isn't for you please feel free to send us your resume anyway and be the first to know if something suitable for your skills and experience comes up. 

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What is your Nationality/Citizenship status from the below list? *

Due to the mandatory requirements from our clients, there can be Nationality/Citizenship requirements, for the role you are applying for, the following nationality restrictions may apply: 

NATO Nationality Requirements - NATO Member Country List

EU Nationality Requirements - EU Member Country List

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Some of our clients have restrictions regarding dual nationality citizens which restrict employment

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Do you currently hold a Personal Security Clearance (PSC)? *

If the advertised role identifies that a PSC is required then this must be available at time of application for the role. Information for what is a Personal Security Clearance (PSC) can be found at the link below:

Personal Security Clearance (PSC) Background Information

What is your current Personal Security Clearance (PSC) level to the best of your knowledge? *

A national only PSC does not prevent you from applying for roles which require NATO or EU PSC.