C005020 Service Delivery Management Support… at EMW, Inc. · Oeiras

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

Skills, Knowledge & Experience:

• The candidate must have a currently active NATO SECRET security clearance
• A minimum requirement of a Bachelor's degree. Or exceptionally, the lack of a university degree may be compensated by the demonstration of a candidate's particular abilities or experience that is/are of interest to NCI Agency, that is, at least 10 years extensive and progressive expertise in duties related to the function of the post
• Proven experience of project management or service delivery management including resource management (people, budgets, time, etc);
• Proven analytical skills to produce meaningful business intelligence for decision makers;
• Prior experience with pricing estimation and proposal development
• Proven experience in customer focused roles and customers relationship management;
• Excellent analytical skills, particularly in advanced Microsoft Excel, Microsoft Power BI, and Tableau, with strong expertise in data analysis, visualization, and reporting
• Evidence of prior experience and in-depth knowledge of Project Management tools
• Prior experience in Business Development;

Desirable Experience:

• Practical experience in working for other NATO agencies or organizations;
• Prior experience of working in an international environment comprising both military and civilian elements;
• Knowledge of NATO responsibilities and organization, including ACO and ACT.
• Practical experience of service or project management in a training environment;
• Excellent understanding of NCI Agency processes and procedures relating initiating and staffing projects in the NCI Agency (E.g. Customer Request Forms, Request to Proposals, Price Proposals, EBA, etc.);
• Prior experience and in-depth knowledge of the NCI Agency
• Project Management tools Service NOW and Enterprise Business Applications (EBA)
• In depth knowledge of Service Now tool
• Prior experience and in-depth knowledge of the NCI Agency Enterprise Business Applications (EBA) tool
• Prior experience with the NCI Agency Training Management System (TMS);
• A recognized formal Project Management qualification, such as PRINCE2 or PMP

Competencies or Personal Attributes:

• Delivering Results and Meeting Customer Expectations: Focuses on customer needs and satisfaction; sets high standards for quality and quantity; monitors and maintains quality and productivity; works in a systematic, methodical and orderly way; consistently achieves project goals.
• Maintaining professional relationships with NCI Academy Customers, co-workers within the Agency, and with staff of other NATO organizations.