INTRODUCTION

The Purchaser, CSU Lisbon, located in Oeiras on the outskirts of Lisbon, represents the westernmost footprint of the NCI Agency in Europe. The CSU currently faces the challenge of providing continuous IT support to the static STRIKFORNATO Headquarters and ensuring the successful upgrade and evolution of the NATO Lessons Learned Portal, hosted and maintained by ACT JALLC, as a key contribution to mission enablement.

In addition, CSU Lisbon is progressively extending its support to the NCI Academy, contributing to the establishment of a modern, state-of-the-art Information and Communications Systems training environment in Oeiras, and supporting the broader transformation objectives of the NCI Agency in the areas of IT and Education & Training.

OBJECTIVES

The objective of this role is to ensure the effective planning, implementation, control, review, and audit of service provision in order to meet the Purchaser’s business requirements. This includes the negotiation, implementation, and monitoring of Service Level Agreements (SLAs), as well as the ongoing management of operational services to deliver agreed performance levels.

The Contractor shall proactively and continuously seek to improve service quality, efficiency, and sustainability in service delivery. Key objectives include improving user satisfaction, reducing support response times, and enhancing overall IT service delivery to end users.

During the performance of the contract, the Contractor shall operate as an integral part of the Purchaser’s IT support organization, providing on-site IT support services..

QUALIFICATIONS

3 years working experience in a Service Management environment. Working knowledge of Service Level Management with experience of executing corporate wide SLM process.

• Relating and Networking – Establishes and maintains effective working relationships with stakeholders at all organizational levels; builds and leverages a broad network of contacts; communicates in a professional and approachable manner.

• Delivering Results and Meeting Customer Expectations – Maintains a strong customer focus; consistently meets agreed service levels and performance targets; ensures high standards of quality and productivity through structured and methodical work practices.

• Adapting and Responding to Change – Demonstrates flexibility in dynamic environments; adapts to evolving requirements and priorities; remains effective under uncertainty; adjusts interpersonal approach to different stakeholders.

• Service Level Management Expertise – Demonstrates practical experience in defining, negotiating, monitoring, and reporting on Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).

• Analytical and Problem-Solving Skills – Identifies service performance issues, conducts root cause analysis, and implements corrective actions to improve service delivery.

• Communication and Reporting – Produces clear, concise, and structured reports; effectively communicates service performance, risks, and improvements to stakeholders.

• Planning and Organization – Effectively plans, prioritizes, and coordinates activities to meet deadlines and contractual obligations.

• Continuous Improvement Mindset – Proactively identifies opportunities to enhance service quality, efficiency, and sustainability