SLA/SSP Account Manager

Job content

Location:
Brussels, Belgium

Security Clearance:
NATO Secret

Reference No:
C001972 / Brussels

Skills, knowledge, experience required:

• Master of Science (MSc or a Bachelor of Science (BSc) degree or any other relevant Bachelor education at a nationally recognised/certified University in a related subject with 5 years of 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;
• Demonstrable knowledge and experience of Service Management principles and execution in a similar organisation or environment;
• Knowledge and experience of Account Management in a business or military organisation 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 organisation 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.

Duties/role:

• Supporting 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;
• Acting as the AM in addressing request from sponsors, ensuring proper internal assignment and timely response;
• Acting as the AM during the start-up and initiation stages of SSPs, coordinating the necessary stakeholders for the preparation of the formal NCIA offers;
• Ensuring that formal NCIA 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 NCIA offers;
• Managing, monitoring, understanding, and communicating to sponsors the progress on request processing, all through the project or service lifecycle;
• Managing relationships and engaging with both sponsors and relevant stakeholders for the resolution of issues should they arise;
• Managing project closure, 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;
• Managing portfolio with regard to its financial status (Planned versus Contracted and actual incomes), operational status (delivery of services and milestones), and forecast (future cooperation);
• Supporting the Chief SSAM in providing reporting material on the status of the portfolio, including for the development of SSPs, monthly reports, quarterly Service Level Reviews and annual report;
• Supporting 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;
• Taking proactive initiative in nurturing sponsor relationships and promote the NCI Agency’s capabilities across the different C4ISR domains;
• Developing, collecting and maintaining material for customers as well as lessons learned from contacts;
• Supporting the organisation of workshops and symposia and speaking at appropriate venues on items of interest to the sponsors in the NATO context. Coordinating participation of other branches of the NCIA in these venues;
• Supporting the Chief SSAM in contributing to:
• Developing of the Demand Forecast, based on understanding of the Customer Requirements and the Agency offer based on the Agency Catalogue;
• Improving 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;
• Planning and prioritization of the activities in the Account;
• Deputizing for higher grade staff, if required;
• Managing and leading other SSAM staff as part of the SSAM Branch as required;
• Performing other duties as may be required.

VECTOR SYNERGY sp. z o.o., ul. Marcelińska 90, 60-324 Poznań, NIP PL7811857270, REGON 301575740, KRS: 0000369575

Rejestr Przedsiębiorców KRS prowadzony przez Sąd Rejonowy Poznań – Nowe Miasto i Wilda w Poznaniu, VIII Wydział Gospodarczy KRS,

kapitał zakładowy wynosi: 73 500,00 złotych wpłacony w całości, TEL +48 616684500, FAX +48 616684501, www.vectorsynergy.com, info@vectorsynergy.com