Hybrid 2025-0254 Project Support (EBA, SNOW, etc.) (NS) - FRI 29 Aug bei EMW

Deadline Date: Friday 29 August 2025

Requirement: Project Support (EBA, SNOW, etc.)

Location: Mons, BE

Full Time On-Site: Yes

Time On-Site: 100%

Period of Performance: As soon as possible but no later than 01 October 2025 to 31 December 2025 with the possibility to exercise following options:

• 2026 option: from 01 JAN 2026 to 31 DEC 2026

• 2027 option: from 01 JAN 2027 to 31 DEC 2027

• 2028 option: from 01 JAN 2028 to 31 DEC 2028

Required Security Clearance: NATO SECRET

1 INTRODUCTION

This Statement of Work (SoW) defines the objectives, scope of work and milestones required to be achieved by the company and the performance based contractor in regards to their role attached to the NDWC Personal Workspace team. The expectation from the deliverables is to support the team that is responsible to deliver the AV/V service via this SoW. The defined deliverables of this SOW require the contractor to participate in most of the tasks that the day to day work mandates, in order to ensure the effective and efficient service operation. Practical arrangements are described below, in accordance with what the above-mentioned team applies on a daily bases.

2 BACKGROUND

NATO Digital Workplace Centre (NDWC), part of NCI Agency, provides simple yet innovative solutions that underpin the Digital Transformation of NATO by providing feature-rich Digital Workplace, which enable NATO staff members to connect, communicate, and collaborate. Shared Workspace service area deliver the following user-facing services to NATO Commands, NATO Force structure and Nations in all 32 Allied Nations:

- The Shared Workspace (SWG) provides a persistent, shared conversational workspace that helps NATO staff initiate, organize and complete their daily work. The Shared Workspace Group aims to deliver added value services, in all security domains, to its customers both in NATO Enterprise and outside, that facilitates collaboration and consultation in real time audio and video, AV services and printing services, as well as screen to paper services for ordinary users and C2 community.

The services integrate with other services and enable NATO-specific functional applications higher up the software stack.

Through several on-going streams of work in Q4’24 and onwards, the services are rapidly evolving from using fully on-premise to a mixture of on-premise and public cloud technologies.

2.1 PURCHASER SUPPORT STRUCTURE

The Purchaser support structure is organized in three levels:

- Level 1 support provided by virtual Centralized Service Desk;

- Level 2 touch-labor and more specialized support provided by CIS Support Unit

- Level 3 provided by centralized team of engineers.

3 OBJECTIVES

The purpose of this SoW is to define the requirements on the deliverables that the bidding company should provide.

The NATO Communications and Information Agency (further referred to as “Purchaser”) is seeking a qualified Service provider to provide efficient and effective deliverables that will be completed in form of tasks that include service operation support including but not limited to Incident and Service Request management, systems updates, troubleshooting and monitoring, project implementation, participation in planned service improvement initiatives (those which will be referred as Service)for the Shared Workspace, V2 (voice ,Video & AV/V) team.

With this SoW, the Purchaser aims to achieve the following objectives:

- Leverage industry expertise and best practices in installation, configuration, monitoring and daily operation of commercial off the shelf (COTS) technologies and software in the collaboration area.

- Ensure healthy and functional backend environment providing to the devices end users consume the services with the security and functional requirements.

- Improve the fault tolerance and disaster recovery of the IT systems by implementing continuous service improvement initiatives, thus enhancing the overall business continuity.

- Improve the maturity of the IT Operations by standardizing and optimizing activities and documenting procedures.

To achieve these objectives, the Purchaser is looking for qualified resource to support with administrative activities of the projects with estimation that the contract period will require work effort that is equal to 1 person.

During performance of the contract, the Contractor personnel will act as part of the Purchaser’s IT support organization.

4 SCOPE OF WORK, ASSOCIATED DELIVERABLES AND PAYMENT MILESTONES

Considering the extended period of execution and the rapid evolution of the commercial technologies and their use in NATO, the execution of the work in this SoW is measured in work packages, where each work package is defined as deliverables produced by one person planned for a duration of one calendar month based on the monthly software and  configuration item maintenance cycle of NCIA units (NCSC, NISC, etc..) and commercial vendors (Cisco, Poly, Microsoft, etc..). The detailed tasks in each work package will be determined before at the start of each period by the Purchaser’s authorized point of contact following the Scope of Work defined herein, and documented in writing.

4.1 SCOPE OF WORK

The SOW covers the following activities and tasks to be executed:

4.1.1 Support is required related to the following activities

A) Support in creation of the Purchase Requests (PR), Internal Requests (IR) in our internal system (EBA), also following up the lifecycle of PRs.

B) Support in the receipting process into internal system (EBA) and also creation of the work confirmation for the payment of the invoices.

C) Support with tracking the hours allocated to the project team in the support of the projects in our internal system Service Now (SNOW).

D) Support with preparing the necessary paperwork to bring in third party contractors (from HP, Cisco, etc.) to the different NATO facilities but mainly BLA and SHAPE.

E) Support in preparing and managing the paperwork for the creation of new NATO CIS accounts for third party contractors and all the other processes related to that.

Activities and tasks mentioned above will either have combinations or single focus based on the requirements of the organization at each Work Package.

F) DELIVERABLES AND PAYMENT

The payment shall be dependent upon successful acceptance of the Delivery Acceptance Sheet– (Annex B).

Invoices shall be accompanied by the Certificate of Acceptance (Annex A) signed by the Contractor and Purchaser’s authorized point of contact.

The Purchaser reserves the possibility to exercise a number of options described herein, based on the same performance period deliverable cost, at a later time, depending on the priorities and requirements.

The following deliverables are expected from this statement of work are described below.

1.6.1. BASE 2025: period of performance 06st October to 31st Dec 2025: Max. 3 work packages as described in the table below. Number of work packages is estimated. Actual number of work packages will be adapted on the PO depending on actual starting date.

Deliverable 1: PR Creation: This resource will be in charge of the PRs and IRs creation for all R2Ps/Projects/Demands that are addressed to the Project Team.

Due Date: At the end of each work package

Acceptance Criteria: System reports verifying and measuring the number of the PRs/IRs that have been created, coordinated and submitted.

Payment Milestones: Percentage of the payment at the end of each Work Package based on the ratio and percentage set at the beginning of the Work Package not exceeding the cost ceiling. If not specifically set, default is 50% of the cost ceiling.

Deliverable 2: Receipting and Work Confirmation Creation: This resource will be in charge of the Work Confirmation and receipting creation for all the invoices that will be related to the PRs created for the different projects.

Due Date: At the end of each work package

Acceptance Criteria: System reports verifying and measuring the number of the Work Confirmations and receipting that have been created, coordinated and submitted.

Payment Milestones: Percentage of the payment at the end of each Work Package based on the ratio and percentage set at the beginning of the Work Package not exceeding the cost ceiling. If not specifically set, default is 20% of the cost ceiling.

Deliverable 3: SNOW Support: This resource will assist in some SNOW activities like validating and ensuring that all the required hours for Project team are allocated and assigned.

Due Date: At the end of each work package

Acceptance Criteria: System reports verifying and measuring the number of the allocated hours and assigned ones to the Project team.

Payment Milestones: Percentage of the payment at the end of each Work Package based on the ratio and percentage set at the beginning of the Work Package not exceeding the cost ceiling. If not specifically set, default is 10% of the cost ceiling.

Deliverable 4: Paperwork Support: Assist and prepare the necessary paperwork to bring in third party contractors (from HP, Cisco, etc.) to the different NATO facilities but mainly BLA and SHAPE. Responsible for preparing and managing the paperwork for the creation of new NATO CIS accounts for third party contractors and all the other processes related to that.

Due Date: At the end of each work package

Acceptance Criteria: List of the admin activities verified and accepted that has fulfilled all the requirements in the beginning of the Work Package by the SAOs, SDMs or Section Heads.

Payment Milestones: Percentage of the payment at the end of each Work Package based on the ratio and percentage set at the beginning of the Work Package not exceeding the cost ceiling. If not specifically set, default is 20% of the cost ceiling.

Delivery Failure or Over Delivery: Over delivery from the expected percentage does not get any extra payment. For example, if the  target delivery figure is 50% and the associated payment is 4000, if the delivery is 60%, the  payment will still be made over 50% and the associated figure 4000 EUR. This is valid for all deliverables. If the delivery is less than the target, the payment will be based on the delivered percentage. For example, if the target delivery is 50% and the delivery is 40%, the payment is based on 40% and in this case, it will be 3200 EUR.

1.1.1. OPTION: period of performance 01 January 2026 – 31st December2026 Refer to Table 1

1.1.2. OPTION: period of performance 01 January 2027 – 31st December 2027 Refer to Table 1

1.1.3. OPTION: period of performance 01 January 2028 – 31st December 2028 Refer to Table 1

2. SCHEDULE

This contract will be active immediately after signing of the contract by both parties.

The period of performance is from Oct 6th to Dec 31st, 2025.

The Purchaser reserves the right to exercise the following additional options under the same conditions with price per sprint determined by applying the price adjustment formula as outlined in CO-115786-AAS+ Special Provisions article 6.5.:

• Option 2026 – up to 12 work packages with period of performance from 01 January 2026 until 31 December 2026;

• Option 2027 – up to 12 work packages with period of performance from 01 January 2027 until 31 December 2027;

• Option 2028 – up to 12 work packages with period of performance from 01 January 2028 until 31 December 2028;

3. PRACTICAL ARRANGEMENTS

A) PLACE OF PERFORMANCE

The deliverables will be produced on-site at Purchaser’s premises in Mons, Belgium.

The working environment is a typical office working environment designated as Class II or Class I security area.

B) WORKING HOURS

The Contractor staff is expected to follow the Purchaser’s working hours—Monday to Thursday from 08h30 until 17h30 and Friday from 08h30 until 15h30 and observe Purchaser’s official holidays.

The Purchaser’s official holidays may differ from the public holidays in the Host Nation.

C) TRAVEL

Depending on Purchaser’s priorities, travel may be required to both NATO and non-NATO nations.

Travel arrangements will be the responsibility of the contractor and the expenses will be reimbursed in accordance with Article 5.5 of AAS Framework Contract and within the limits of the NCIA Travel Directive.

D) PURCHASER FURNISHED EQUIPMENT (PFE)

Purchaser will provide to the Contractor staff standard IT work position setup to allow access to the necessary networks, IT systems and tools.

The Contractor staff shall follow Purchases policies, procedures and take due care of the Purchaser furnished equipment.

4. REPORTING

At the beginning of each Work Package, the Purchaser shall create Work Package Assignment Template (Annex A) on the weight of each work Category and define if any specific tasks are associated that requires extra focus and share this with the Contractor.

Once Purchaser filled Work Package Assignment Template (Annex A) is delivered to the Contractor, if no response is received in 7 week days, it will be taken as the Contractor has accepted the requirements.

At the end of each Work Package, the Contractor shall report the completion and achievements to the Purchaser point of contact via email for each resource providing services under this SoW.

Contractor shall deliver Delivery Acceptance Sheet (Annex B) for Purchaser approval and signature for each resource providing services under this SoW.

7.1. QUALITY ASSURANCE CHECK

7.3.1 The deliverables shall be produced within the Work Package as requested and be of satisfactory quality to avoid re-work, ensure the achievement of the objectives stated herein (i.e. following vendor, industry and NATO best practices and requirements) and Work Package-specific tasks.

7.3.2 The Purchaser reserves the right to request change of Contractor personnel in case at least two Work Packages out of four consecutive Work Packages have non-satisfactory deliverables.

7.3.3 The Purchaser reserves the right to request change of Contractor personnel in case of non-compliance with requirements of this SoW, NCIA Code of Conduct and accepted social norms (e.g. unprofessional behavior, etc.).

7.3.4 The Purchaser reserves the right to terminate future Work Packages in case the Contractor fail to provide a suitable replacement person without any compensation for the upcoming Work Packages.

5. REQUIREMENTS

A) GENERAL REQUIREMENTS

5.1.1. The contractor shall manage and be responsible for all Contractor personnel.

5.1.2. The Contractor’s personnel shall be knowledgeable and experienced in the nature of the tasks and activities of the Service.

5.1.3. The Contractor’s personnel shall possess valid Personal Security Clearances for the duration of the Contract performance.

5.1.4. The Contractor’s personnel shall be courteous and professional in dealing with NATO and Purchaser’s staff.

5.1.5. The Contractor’s personnel shall have sufficient knowledge in English language to allow smooth verbal and written communication.

5.1.6. The Contractor’s shall strive to lower the rotation of personnel and maintain the same staff working under this SoW.

5.1.7. The Contractor shall seek Purchaser’s approval prior to appointing new personnel to work under this Statement of Work.

5.1.8. The Purchaser will support the Contractor’s personnel with access to the IT systems as required. The Contractor shall submit requests for change of Contractor’s personnel at least 30 days in advance.

5.1.9. The Contractor shall handle the Purchaser’s furnished equipment (PFE) with due care.

5.1.10. The Contractor shall operate the equipment following the manufacturer’s requirements.

5.1.11. The Contractor shall minimize the impact to the end users during the execution of the work.

5.1.12. The Contractor shall bring immediately to the attention of the Purchaser Point of Contact any issues preventing the execution of the work.

5.1.13. The Contractor’s personnel will report to and receive guidance from Purchaser Point of Contact on-site, Service Owner and assigned immediate supervisor.

5.1.14. The Contractor’s personnel shall follow local site procedures to obtain physical unescorted access to the assigned work position and logical access to the networks in scope.

5.1.15. The Contractor’s personnel shall liaise with other Purchasers’ support teams as necessary.

5.1.16. The Contractor’s personnel shall use the Purchaser Information Technology Service Management (ITSM) ticketing system following the Purchaser’s procedures and observe relevant KPIs.

B) CONSTRAINTS

5.2.1. All the deliverables provided under this statement of work will be based on Purchaser templates or agreed with the Purchaser’s Point of contact.

5.2.2. All scripts, documentation, etc. will be stored under configuration management and/or in the provided Purchaser tools and systems.

5.2.3. Part of the work will involve handling classified networks, therefore, a valid security clearance at NATO SECRET level is required for the Contractor’s staff undertaking this project.

5.2.4. Due to the high security profile of the work to be carried out, there is a requirement for traceability and accountability, the criticality of the information Contractor’s staff will have access to (voice mailboxes, voice user accounts, VTC Accounts and VTC Sessions of VIPs, Skype phones, etc..) demands that all the 12 Work Packages during the performance period must start and

end with the same staff as long as there are no grounds for rotation or termination.

C) SPECIFIC REQUIREMENTS

[See Requirements]

6. GOVERNANCE

A) PURCHASER’S KEY ROLES

The following personnel is considered Key personnel in the context of this SoW:

Service Owner – the person accountable for the end-to-end delivery of the IT services. Unless decided otherwise, the Service Owner is the Purchaser’s designated representative to sign the acceptance documents under this SoW.

Service Delivery Manager – the person responsible for delivering the assigned IT service(s) on a day-to-day basis.

Section Head – the person responsible for the engineering cell.

Same person may perform more than one role.

B) CONTRACTOR’S KEY ROLES

• The Contractor shall assign a project (or service) manager for the duration of the work under this SoW.

• The Contractor’s Project Manager shall be the single point of contact for any matters related to this SoW.

• The Contractor shall strive to maintain the same person for as long as possible.

• The Contractor shall seek Purchaser’s approval prior to appointing new Project Manager. When the reasons to appoint a new Project Manager are beyond Contractor’s control, the Contractor shall inform the Purchaser at least 30 days in advance.

C) ESCALATION

For matters related to this SoW except contractual matters, the Contractor shall follow the escalation procedures as follows:

• The first point of contact is the Purchaser’s site point of contact.

• The first escalation point is the Purchaser’s Service Delivery Manager.

• The second escalation point is the Purchaser’s Service Owner.

The Contractor shall escalate all contractual matters as per the Contract General and Special provisions to the Purchaser Contracting Officer and inform the Service Owner.

Requirements

C) SPECIFIC REQUIREMENTS

To efficiently and effectively deliver the Service, the Contractor personnel shall possess at a minimum qualifications and skills in the following areas:

• Education: Bachelor’s degree in Finance, business administration, or related field (or equivalent experience).
• Advanced proficiency and 3+ years experience with EBA Knowledge: Minimum of 3 years of hands-on experience in financial system (EBA) or similar financial systems for IT products/services.
• Intermediate proficiency and 2+ years expreriece with Service NOW (SNOW): Minimum 2 years working with resource management systems like SNOW or similar ones.
• Intermediate proficiency and 2+ years expreriece with NATO: Knowledge of NATO responsibilities and organization, including ACO and ACT. This can be compensated with equal or more amount of time spent in a governmental position or a military position.
• Soft Skills: 3+ Years experience and strong analytical and problem-solving skills. Excellent communication and collaboration abilities. Ability to work effectively in a dynamic, fast-paced environment.
• Admin skills: 2+ years experience and familiar with different admin activities in NATO or any other government/military organization. Analytical thinking and active listening. Knowledge of NATO financial and resource management applications, like (EBA, SNOW, ect)