COO-SSAM: Account Manager (SLA/SSP) 2025

Duties & Role Summary:

Under the direction of the Branch Chief, the Account Manager will:

• Service Management & Coordination:

  • Support the Branch Chief and Principal Account Managers in overseeing the assigned service portfolio.

  • Act as the Account Manager (AM) during start-up and initiation of SLAs/SSPs, coordinating stakeholders to prepare formal NCI Agency offers.

  • Ensure offers meet Agency quality standards and align with sponsor expectations.

• Customer Interaction & Support:

  • Respond to sponsor requests, ensure timely responses and internal alignment.

  • Communicate project/service lifecycle progress to sponsors.

  • Manage relationships with sponsors and stakeholders, resolving issues effectively.

  • Promote NCI Agency capabilities across C4ISR domains.

• Project & Portfolio Management:

  • Oversee project closure activities and collect sponsor feedback.

  • Monitor and manage the portfolio’s financial, operational, and forecasting aspects.

  • Prepare reports, metrics, and KPIs for monthly, quarterly, and annual reviews.

• Process Improvement & Internal Coordination:

  • Contribute to demand forecasts and process improvements (SOPs, KPIs, etc.).

  • Collaborate across the agency to maintain coherent SLAs, SSPs, and Programmes of Work.

• Outreach & Communication:

  • Organize and support events, workshops, and symposia relevant to NATO sponsors.

  • Represent the agency and present at key events.

• Leadership & Administrative Tasks:

  • Deputize for senior staff when needed.

  • Lead and manage SSAM staff when required.

  • Perform other duties as assigned.

Requirements Description:

Education & Experience:

• Minimum: Bachelor’s degree in a relevant field 2 years of post-related experience.

• OR in lieu of a degree: at least 6 years of relevant experience demonstrating applicable skills and competencies.

Technical & Professional Expertise:

• Service Management principles and implementation.

• Account Management in a NATO-relevant business/military context.

• Project management and in-service support planning.

• Experience with C2 systems/programmes (development, acquisition, sustainment).

• Preparation and promotion of service proposals.

• Customer Relationship Management.

• Effective written and oral communication, including presentation and reporting.

• Proficiency in MS Office and planning tools.

Additional Information:

• Location: Brussels, Belgium (60% onsite); occasional travel to Mons and other NATO locations.

• Security Clearance Required: NATO Secret