C005020 Service Delivery Management Support (NS) - TUE 4 Aug

Deadline Date: Tuesday 4 August 2026 Requirement: Service Delivery Management Support Location: Oeiras, PT Full Time On-Site: Yes Time On-Site: 100% Total Scope of the request (hours): 600 Required Start Date: 9 September 2026 End Contract Date: 31 December 2026 Required Security Clearance: NATO SECRET   Duties & Role:   • Support the day-to-day operation of NCI Academy business activities using appropriate project management principles, processes and tools; • Generate the quarterly reporting and liaise with the Agency Finance staff to ensure quarterly invoices are accurate and delivered on time to the appropriate recipient; • Contribute to the service lifecycle processes in accordance with Agency policy and procedures; • Maintain a customer focus, acting as a customer focal point to deal diplomatically on a variety of problem management and business-related issues; • Take responsibility for understanding customer requirements, collecting data, delivering analysis and problem resolution; • Conduct customers' requests and vendors' offers analysis to support operational and business decision-making; • Prepare and support Price Proposals (PP), Operational Level Agreements (OLA), and Service Support Training (SST) agreements; • Develop and maintain resource allocation plans to support service delivery activities; • Process daily EBA activities, including Purchase Requisitions (PRs), OLA PRs, and travel requests; • Support product cost analysis and pricing; • Support CAPEX and OPEX cost estimation, planning and monitoring; • Support implementation of product/service rates into product pricing; • Provide the support to new Business Model phased development and implementation • Manage daily ServiceNow (SNOW) activities, including service task structures, resource plan requests and management, and timecard processing; • Manage risks and issues and contribute to Lessons Learned and Risk Registers documentation; • Lead bi-weekly service delivery coordination meetings and contribute to ad-hoc activities; • Maintain customer relationships in accordance with regulatory frameworks, directives, policies, internal processes, and contractual terms and conditions; • Produce reports and presentation slide decks for quarterly, monthly, and ad-hoc customer engagement and service delivery activities; • Contribute to annual customer survey development and continuously propose improvements to enhance efficiency, effectiveness, and customer service excellence; • Process SNOW timecards and resource plans to ensure accurate service delivery tracking; • Control data accuracy by performing regular checks of Training Management System (TMS) functionalities and outputs for customers and service delivery managers, and perform corrective actions to resolve data inconsistencies and internal tool malfunctions. • Develop Projects and Services business intelligence