2025-0205 Project Implementation Support (NS) REMOTE -10 Jul

Deadline Date : Thursday 10 July 2025

Requirement :   Project Implementation Support

Location :  Off-Site

Not to Exceed :   Initial BASE period NTE 1,031,940 EUR

Future options 2026 – 2027 – 2028

Period of Performance :  Initial BASE period : 28 June 2025

Required Security Clearance :  NATO SECRET

Special Terms and Conditions :   Non-Disclosure Undertaking

Introduction :

This effort will take place within the NATO Communications and Information Agency (NCIA), an organization of the North Atlantic Treaty Organization (NATO).

NCIA – PAN Migration to NATO Public Cloud Project :

The PAN Migration to NATO Public Cloud project is organized under the NCIA Cloud Portfolio. The project aims to transition roughly 15.000 staff within the NATO Enterprise from the on-premises Public Access Network (PAN) to the NATO Public Cloud (NPCL). At the time of this engagement, the first major site

Norfolk VA, USA) will have transitioned and the project will continue to transition an additional 18 sites across various locations in the alliance.

Migration Support :

One of the main objectives of the project is to ensure a structured rollout at each of the 19 PAN locations and provide early lifecycle support for the staff transitioning networks. Under the direction of the PAN Migration to NATO Public Cloud project (NPCL) manager and site-specific

implementation managers, the Project Implementation Staff will provide various implementation activities during the rollout. Including IT administration, first-line technical support, user-communication, ticket

creation, technical troubleshooting, explanation of basic M365 functionality, and explanation of the specific NATO Public Cloud Environment.

Objectives :

The NCIA is embracing cloud services by transitioning to Microsoft 365 with a security-centric design. This shift aims to enhance operational efficiency, collaboration, and security across the organization. We are

looking for individuals with strong knowledge, a willingness to learn, and a desire to grow as part of this new challenge.

The main objectives of this statement of work can be summarized as follow :

Provide early lifecycle support for users at all CIS Support Unit (CSU) locations during / after rollout :

• Provide user-support for self-enrolment process of NPCL
• Provide support to CSU personnel as instructed by appointed line manager from CSU
• Providing 1-12 different staff per location
• Providing this staff based on the rollout schedule or requirements for support defined by Directorate of CIS Support Units (DCSU)
• Provide user-support for users seeking technical assistance from IT Kiosk
• Perform troubleshooting through diagnostic techniques and pertinent questions
• Training users in best practices
• End user client hardware delivery, lifecycle and replacement imaging / re-imaging workstations (tablets, desktops, laptops, iPhones)
• Direct unresolved issues to the next level of support
• Liaise with other NCIA service lines concerning to incidents resolution / management and requests fulfilment support (i.e. CloudOps team established for supporting NPCL)
• Pass on any feedback or suggestions by users to the appropriate internal channels

Scope of Work : Initial Training :

Providing local support to the users in various NATO locations will require bespoke knowledge about

the specific setup and background of the NPCL solution. To this end the Project Implementation Staff

will be required to attend familiarization training :

Early Lifecycle Support

User support will be the core responsibility of the project implementation staff. Each location will transition approximately 50 users per day from the PAN to the NPCL. The team is to provide user support during this transition.

Applying known fixes that are stored in the issue management database

After enrolment phase :

Part of after enrolment phase will contain :

monitors ...),

Admin and logistic support :

Part of the enrolment is also a structured approach for the physical transport and delivery of end-device

to the end-users. To this end, the team will support the logistical element by :

Continuous Improvement :

Coordinate staff travel, logistics, turnover, and administration :

contact for the NCIA

Constraints :

All the deliverables provided under this statement of work will be based on NCIA templates or agreed with the project point of contact.

Security :

The resources providing services to support the implementation will require a valid NATO SECRET security clearance as from the start of the contract.

Practical Arrangements :

services under this RFQ will be part of the PAN Migration to NATO Public Cloud project.

Qualifications :

This service requires twelve (12) implementation support resources with the following qualifications :

Technical Proficiency :

Problem-Solving Skills :

Automation Skills :

Communication and Interpersonal Skills :

Customer Service Orientation :

Organizational Skills :

Team Collaboration :

Others :

can be transferred to a NATO Se#cret Se#curity Clearance.

technician with strong problem-solving skills, full proficiency in English, and a passion for customer service.