2025-0020 Change Mgmt Asst, Service Level Mgmt Spec (CTS) - THU 29 May RELAUNCH

Bidding Instructions Technical Proposal

Bidders shall submit a proposal clearly providing the following information:

a. CV of the assigned resource for the project.

b. The proposed approach to address the required scope of work and the defined deliverables (maximum 10 pages A4 size) with sufficient details to allow assessment for feasibility of the proposal. The proposed approach should address the minimum requirements in the Statement of Work (SoW).

Previously proposed candidates were noncompliant for the following reason: the candidates do not meet the experience requirements and also the qualification requirements.

Deadline Date: Thursday 29 May 2025

Requirement: Change Management Assistant Service Level Management Specialist

Location: BrainelAlleud BE

Full Time OnSite: Yes

Time OnSite: 100%

Period of Performance: 2025 BASE: From Jun 1st July to Dec 31st 2025 with possibility to exercise the following options:

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 Cosmic Top Secret (NATO Secret in the process of being upgraded to NATO Cosmic Top Secret is acceptable)

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 abovementioned 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 featurerich Digital Workplace which enable NATO staff members to connect communicate and collaborate.

Shared Workspace service area deliver the following userfacing services to NATO Commands NATO Force structure and Nations in all 32 Allied Nations:

Workstream collaboration including email and instant messaging server backend and client frontend provisioning management operation and lifecycle across multiple separate networks of different classifications.

Voice and Video conferencing server backend and frontend devices and rooms maintenance management operation and troubleshooting across multiple separate networks of different classifications

AV/V service is designed to give value added auditory and visual experience to the customers and users while doing their consultation sessions or briefings using the latest technology available.

The services integrate with other services and enable NATOspecific functional applications higher up the software stack.

Through several ongoing streams of work in Q424 and onwards the services are rapidly evolving from using fully onpremise to a mixture of onpremise 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 touchlabor 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 Level 3 support technician 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 Purchasers 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 Purchasers 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 Change Management

A) Participate on Collaborate with crossfunctional teams to assess authorize and oversee changes to our IT environment.

B) Evaluate change requests ensuring they align with business objectives and minimize risks.

C) Maintain a robust change management process including documentation communication and postimplementation reviews.

D) Facilitate change advisory board (CAB) meetings and ensure timely approvals.

E) Monitor the impact of changes and address any issues promptly.

4.1.2 Problem Management

A) Investigate recurring incidents and identify underlying root causes.

B) Conduct thorough root cause analyses to prevent similar incidents from reoccurring.

C) Collaborate with technical teams to implement permanent fixes.

D) Maintain a problem knowledge base for reference and continuous improvement.

E) Proactively identify potential problems and work towards preventive measures.

4.1.3 Configuration Management (Secondary Scope):

A) Plan the configuration management process.

B) Identify the configuration management data as well as Cis and associated stakeholders.

C) Control the CIs or the receipts as well as deviations from those receipts.

D) Make sure the configuration items in the CMDB are up to the standards and is updated regularly.

E) Keep track of the changes made in the configuration and report to management about compliancy failures.

4.1.4 Principal Assistant / Admin Activities

A) Assist in the creation of the Purchase Requests (PR) in our internal system also following up the lifecycle of PRs.

B) 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.

C) 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.

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

D) 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 Purchasers 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.

2.4.1. BASE 2025: period of performance 01st July to 31st Dec 2025

Deliverables Acceptance Criteria Payments

Change Management: Implementation of the certain percentage of the Change Management will be evaluated per each work package regarding the list of the changes object of that work package.

Due Date: At the end of each work package

Acceptance Criteria: System reports verifying and measuring the number of the changes that have been implemented coordinated and fulfilled within SLA timelines at the percentage set at the start of the Work Package.

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.

Problem Management: Implementation of the certain percentage of the Problem Management will be evaluated per each work package regarding the list of the problems object of that work package.

Due Date: At the end of each work package

Acceptance Criteria: System reports verifying and measuring the number of the problems that have been analyzed coordinated and fulfilled within SLA timelines at the percentage set at the start of the Work Package.

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.

Configuration Management: Implementation of the certain percentage of the Configuration Management will be evaluated per each work package regarding the list of the Configuration Items to be recorded object of that work package.

Due Date: At the end of each work package

Acceptance Criteria: System reports verifying and measuring the number of the releases that have been implemented and coordinated within the requested timelines.

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.

Admin Activities: Implementation of the certain percentage of the Admin Activities will be evaluated per each work package regarding the list of the tasks object of that work package.

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 5450 EUR if the delivery is 60% the payment will still be made over 50% and the associated figure 5450 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 4360 EUR.

2.4.2. OPTION: period of performance 01 January 2026 31st December 2026

Refer to Table 1

2.4.3. OPTION: period of performance 01 January 2027 31st December 2027

Refer to Table 1

2.4.4. OPTION: period of performance 01 January 2028 31st December 2028

Refer to Table 1

3. SCHEDULE

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

The period of performance is from Apr 2nd 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 CO115786AAS 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;

4. PRACTICAL ARRANGEMENTS

A) PLACE OF PERFORMANCE

The deliverables will be produced onsite at Purchasers premises in Braine LAlleud Belgium or in SHAPE 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 Purchasers working hoursMonday to Thursday from 08h30 until 17h30 and Friday from 08h30 until 15h30 and observe Purchasers official holidays.

The Purchasers official holidays may differ from the public holidays in the Host Nation.

C) TRAVEL

Depending on Purchasers priorities travel may be required to both NATO and nonNATO 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.

5. 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 rework ensure the achievement of the objectives stated herein (i.e. following vendor industry and NATO best practices and requirements) and Work Packagespecific 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 nonsatisfactory deliverables.

7.3.3 The Purchaser reserves the right to request change of Contractor personnel in case of noncompliance 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.

6. REQUIREMENTS

A) GENERAL REQUIREMENTS

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

6.1.2. The Contractors personnel shall be knowledgeable and experienced in the nature of the tasks and activities of the Service.

6.1.3. The Contractors personnel shall possess valid Personal Security Clearances for the duration of the Contract performance.

6.1.4. The Contractors personnel shall be courteous and professional in dealing with NATO and Purchasers staff.

6.1.5. The Contractors personnel shall have sufficient knowledge in English language to allow smooth verbal and written communication.

6.1.6. The Contractors shall strive to lower the rotation of personnel and maintain the same staff working under this SoW.

6.1.7. The Contractor shall seek Purchasers approval prior to appointing new personnel to work under this Statement of Work.

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

6.1.9. The Contractor shall handle the Purchasers furnished equipment (PFE) with due care.

6.1.10. The Contractor shall operate the equipment following the manufacturers requirements.

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

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

6.1.13. The Contractors personnel will report to and receive guidance from Purchaser Point of Contact onsite Service Owner and assigned immediate supervisor.

6.1.14. The Contractors personnel shall follow local site procedures to obtain physical unescorted access to the assigned work position and logical access to the networks in scope.

6.1.15. The Contractors personnel shall liaise with other Purchasers support teams as necessary.

6.1.16. The Contractors personnel shall use the Purchaser Information Technology Service Management (ITSM) ticketing system following the Purchasers procedures and observe relevant KPIs.

B) CONSTRAINTS

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

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

6.2.3. Part of the work will involve handling classified networks therefore a valid security clearance at NATO COSMIC TOP SECRET or NATO SECRET level is required for the Contractors staff undertaking this project.

6.2.4. 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 Contractors 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

7. GOVERNANCE

A) PURCHASERS KEY ROLES

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

Service Owner the person accountable for the endtoend delivery of the IT services. Unless decided otherwise the Service Owner is the Purchasers 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 daytoday basis.

Section Head the person responsible for the engineering cell.

Same person may perform more than one role.

B) CONTRACTORS KEY ROLES

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

The Contractors 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 Purchasers approval prior to appointing new Project Manager.

When the reasons to appoint a new Project Manager are beyond Contractors 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 Purchasers site point of contact.

The first escalation point is the Purchasers Service Delivery Manager.

The second escalation point is the Purchasers 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

• Part of the work will involve handling classified networks therefore a valid security clearance at NATO COSMIC TOP SECRET or NATO SECRET level is required for the Contractors staff undertaking this project.

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: Bachelors degree in Computer Science Information Technology or related field (or equivalent experience).
• Change Management: Minimum of 3 years of handson experience in change management and problem management.
• Configuration Management: Minimum 2 years in configuration management or in a similar capacity
• ITIL Foundation Certification: ITIL Foundation certification (higherlevel ITIL certifications are a plus). Advanced proficiency and at least 3 years experience with ITIL best practices and frameworks.
• Knowledge of NATO: Intermediate knowledge and at least 2 years experience with 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: Strong analytical and problemsolving skills. Excellent communication and collaboration abilities. Ability to work effectively in a dynamic fastpaced environment.
• Admin skills: Intermediate knowledge and at least 2 years experience with different admin activities in NATO or any other government/military organization. Analytical thinking and active listening.