Proposals and Agreements Manager and Customer Care

Duties

• Orchestrate contract management, take responsibility for understanding customer requirements, collecting data, drafting, staffing, and releasing Proposals, Agreements and their amendments;
• Support the delivery of the EIT Delivery services across the NATO Enterprise in accordance with the service levels defined in the service models and supporting documentation (Service Design Packages / Service Delivery Plans, service descriptions, catalogue of services, etc.) and relevant service provisioning agreements both internal and external to the Agency;
• Ensure project/agreements deliverables are completed within agreed cost, schedule and quality and are signed off, including management of any change requests using appropriate processes;
• 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 problem management and business-related issues linked to contract management;
• Contribute to Academy customer engagement activities;
• Develop, document and maintain the knowledge library to support customer success particularly in support of agreements production, new Customers/Training Coordinators on-boarding, service satisfaction and lessons learned;
• Manage, monitor, and control assigned tasks and working packages;
• Track service metrics, under the governance of NCI Academy Resource Project Management Office (RPMO), in order to maintain the agreed value to customer
• Contribute towards continuous improvement by process review, automation and enhancements of internally used tools;
• Collaborate with stakeholder groups, as part of formal or informal consultancy agreements;
• Contribute to the PSPM B business intelligence and SharePoint portal/web-page within AOR;
• Check and fix data accuracy to assure accurate customers and service delivery manager facing outputs
• Support the day-to-day operation of NCI Academy business activities using appropriate project/service management principles, processes and tools.
• Generate the quarterly training delivery reports and liaise with the Agency Finance staff to ensure quarterly training delivery invoices are accurate and delivered on time to the appropriate recipient
• Contribute towards continuous improvement by process review, automation and enhancements of internally used tools.

Requirement

• Fluent in English and must be able to read and write technical user documentation.
• A minimum requirement of a Bachelor's degree at a nationally recognized/certified University in a related discipline and 2 years post-related experience.
• A minimum of 3 years of experience in experience of service or project management including resource management (people, budgets, time, etc.) in a training environment.
• Experience in training, education or mission-support environments involving CIS systems.
• Prior experience in a multi-national or international environment.
• Prior experience in a combined military and civilian environment.
• Prior experience of Business Development.
• Prior experience with pricing estimation and proposal development.
• Proven analytical skills to produce meaningful business intelligence for decision makers using BI tools such as PowerBI.
• Proven experience in customer focused roles and customers relationship management, including excellent communication skills.
• Excellent Microsoft Office skills and in particular advance Microsoft Excel skills.

Preferences

• Practical experience in working for NATO agencies or organizations.
• Knowledge of NATO responsibilities and organization, including ACO and ACT.
• Prior experience in engagement techniques, survey management and data analysis.
• Evidence of prior experience and in-depth knowledge of the ServiceNow Project Management tool.
• Prior experience in Oracle based financial management tools.
• Prior experience in JIRA.
• Prior experience in design and creative thinking.
• Prior experience in Lean Six Sigma principles.