2026-0093 Business and PMO Support Services (NS) - THU 9 Jul

BIDDING INSTRUCTIONS

1.1 Bidding Options

A single company may bid for this Statement of Work by proposing one (1) candidate to deliver the scope of works outlined in Section 3 and who meets the required qualifications outlined in Section 8. The Contractor shall provide one (1) qualified personnel profile to deliver the services described in this Statement of Work. Such profile must meet all mandatory technical, professional, and soft-skill requirements, and shall ensure continuous service delivery.

1.2 Technical Proposal

Bidders shall include in the Technical Proposal:

• The CV of the proposed candidate, clearly indicating relevant experience that demonstrates compliance with the required qualifications (Section 8).
• A compliance matrix for the proposed profile, demonstrating how the candidate meets all required qualifications (Section 8), supported by evidence from their professional experience.

1.3 Price Basis

Bidders shall provide a monthly fee for the services required during the Base Period (Year 1). All prices shall be quoted in EUR. The monthly fee shall be all-inclusive, incorporating all costs necessary for the delivery of the services, including any on-call, night work and travel costs as described in Section 3.6.4.

Deliverable: Monthly Fee – Business and PMO Support Services

Quantity for Evaluation: 1

Total Evaluated Price: Sum of all unit prices × 1

1.4 Technical Compliance

Each bid will be assessed for technical compliance on a per-profile basis. A bid is considered technically compliant only if the proposed candidate passes the compliance assessment. If the proposed profile is assessed as non-compliant, the bid will be deemed technically non-compliant and will not proceed to price evaluation.

Deadline Date: Thursday 09 July 2026

Requirement: Business and PMO Support Services (NIMSC-2026-30)

Location: Braine-l'Alleud, Belgium. This location is expected to be vacated during the course of 2027, with final closure no later than 31 December 2027. The place of performance will transition to Brussels or Mons, Belgium during this period, depending on operational requirements and business needs.

Period of Performance: Base Period: commencing as soon as possible, but no later than 11 August 2026, until 31 December 2026. Option Year 1: 12 months immediately following the Base Period. Option Year 2: 12 months immediately following Year 1. Option Year 3: 12 months immediately following Year 2.

Required Security Clearance: NATO SECRET

1. INTRODUCTION

The NATO Integrated Mission Services Centre (NIMSC) is responsible for the coordination, planning, and delivery of engineering and operational support capabilities across Mobile CIS Infrastructure, including Deployable CIS Services (DCIS), Dispersible Systems, Highly Mobile Systems, SATCOM, and Wireless Communications.

The Land and Air Business Unit, operating within NIMSC, has been established to support the delivery of NIMSC's mission to provide the NATO Alliance and its partners with continuous (24/7), scalable, protected, secure, reliable, and integrated CIS services. In support of this mission, the Land and Air Business Unit requires structured Business and PMO Support Services to enable the effective coordination, monitoring, and governance of its programmes, projects, and services.

Through this Statement of Work, NIMSC seeks industry support to provide these services in a consistent and controlled manner. The objective is to ensure efficient administrative operations, high-quality and auditable reporting, effective tracking of activities and financial processes, and improved data quality to support decision-making and performance monitoring.

The Contractor, through the provision of qualified personnel, shall deliver dedicated Business and PMO Support Services. This shall include coordination of activities, consolidation and validation of data, support to financial tracking (including PR/PO processes), maintenance of reporting artefacts, and facilitation of communication across stakeholders. All services shall be delivered in alignment with applicable governance frameworks, ensuring transparency, traceability, and operational continuity across the Business Unit's activities.

2. INTENDED BUSINESS OUTCOME

The intended business outcome of this Statement of Work is to ensure the efficient, reliable, and transparent execution of administrative, financial, and PMO support activities, enabling effective management of programmes, projects, and services within NCIA.

Specifically, the objectives are to:

• Ensure administrative efficiency and operational continuity through structured support to PMO activities, including tracking of milestones, tasks, and deliverables.
• Improve data quality and reporting accuracy by ensuring timely, consistent, and validated administrative and financial data to support decision-making.
• Strengthen governance, compliance, and financial traceability by aligning all activities with NCIA standards and ensuring auditability of processes and data.
• Enhance coordination and communication across stakeholders through structured tracking of actions, meetings, and deliverables.
• Support resource visibility and workload management across projects and services.
• Promote process standardisation and effective use of corporate tools to ensure consistency in administrative workflows, tracking, and reporting.

The successful delivery of this Statement of Work will result in a well-coordinated, transparent, and efficiently managed administrative and PMO environment, supporting accurate reporting, effective decision-making, and continuous operational performance within the Business Unit and its wider NIMSC.

3. SCOPE OF WORK

The scope of this Statement of Work covers the provision of Business Administration and PMO Support Services to the Land and Air Business Unit within NIMSC. The Contractor shall provide structured administrative, coordination, financial, and reporting support to enable the effective execution, monitoring, and governance of programmes, projects, and services. The services shall be delivered in a continuous and controlled manner, ensuring alignment with operational priorities, governance requirements, and business objectives.

The services shall be delivered through the assignment of one (1) qualified personnel as set out in Section 8. The assigned personnel shall perform the activities defined herein and contribute to the achievement of the agreed service levels and performance targets.

The Contractor shall ensure that the assigned personnel: possess the required qualifications and experience; perform the tasks in accordance with NCIA processes and procedures; and maintain continuity and quality of service delivery.

3.1 Business and PMO Support Activities

The Contractor shall provide Business and PMO Support Services contributing to the efficient coordination, administration, and performance monitoring of activities within the Land and Air Business Unit.

Administrative, Reporting, and Documentation Support

Preparation and maintenance of administrative documentation, reports, presentations, and correspondence; collection, consolidation, validation, and maintenance of data across programmes, projects, and services; development and maintenance of reports, dashboards, trackers, and KPI artefacts to support business operations and decision-making; ensuring data accuracy, quality control, and proper document management in accordance with applicable standards.

Coordination and Stakeholder Support

Support to the coordination of meetings, workshops, and governance activities, including preparation of agendas, briefings, and supporting materials; facilitation of structured communication and coordination across stakeholders; recording and distribution of Minutes of Meetings and maintenance of action trackers; monitoring and follow-up of actions to ensure timely completion and alignment.

Tool, Data, and Governance Support

Maintenance and update of information within corporate tools and platforms (e.g., ServiceNow, SharePoint or equivalent); support to workflow tracking, request management, and administrative processes; maintenance of repositories and information management systems, ensuring data integrity and consistency; ensuring compliance with applicable governance, security, financial, and audit requirements.

Financial and Business Operations Support

Support to financial tracking activities, including budgets, Purchase Requests (PR), Purchase Orders (PO), expenditure, and revenue; maintenance of financial trackers and contribution to financial reporting across projects and services; support to financial planning, forecasting inputs, and execution monitoring; contribution to the development and tracking of financial and performance KPIs; support to management reviews and business performance reporting.

All activities shall be performed in accordance with applicable governance frameworks, ensuring consistency, traceability, transparency, and auditability of administrative, financial, and reporting processes.

3.1.1 Business and PMO Support Deliverables

• Weekly Management Report: Weekly
• Weekly Resource Management Report: Weekly
• Weekly Business Dashboard Checking and Reporting: Weekly
• Weekly Report on Tasker Trackers: Weekly
• Monthly ServiceNow TAS Booking Verification: Monthly
• Monthly Budget Tracking: Monthly
• Monthly PR/PO Logs per Project and Portfolio: Monthly
• Meeting and Coordination Outputs (agendas, presentations, briefing materials, Minutes of Meetings, and action trackers): Ad hoc upon request
• Financial and Business Monitoring Reports (financial summaries, forecast inputs, and ad-hoc financial analysis): Ad hoc upon request
• Data Management and System Outputs (updated records, workflows, and validated data within ServiceNow, SharePoint, EBA, or equivalent systems, including audit-ready documentation): Ad hoc upon request

All deliverables shall be produced in accordance with NCIA and NIMSC requirements and shall be subject to review and acceptance as part of the service performance validation process.

3.2 Continuous Service Improvement

The Contractor shall identify opportunities for service optimisation and efficiency improvements; propose and track corrective and preventive actions; and monitor trends and recurring issues to drive long-term improvements. All improvement actions shall be documented, reviewed during governance meetings, and tracked to completion.

3.3 Service Reporting

The Contractor shall establish, maintain, and operate a structured reporting framework to ensure full visibility of service performance, operational status, and compliance with the requirements of this Statement of Work. The reporting framework shall provide transparent and auditable evidence of service performance against KPIs and SLAs; enable continuous monitoring of service quality, trends, and risks; provide visibility of customer engagement and satisfaction levels; support governance, decision-making, and prioritisation of service improvements; and facilitate performance validation and application of service credits.

3.3.1 Service Performance Report

The Contractor shall produce a Monthly Service Performance Report, which shall consolidate and reflect the status and outputs of all deliverables defined in Section 3.1.1. The report shall include, as a minimum:

Summary of activities performed during the reporting period; consolidated status of all deliverables (Weekly Management Reports, Weekly Resource Management Reports, Weekly Business Dashboard Monitoring and Reporting, Weekly Tasker Tracker Reports, Monthly ServiceNow TAS Booking Verification, Monthly Budget Tracking, Monthly PR/PO Tracking); overview of key data outputs, dashboards, and reporting artefacts; summary of financial tracking activities including budget status and PR/PO progress; status of actions and taskers including overdue or at-risk items; summary of meeting and coordination activities (MoMs, action trackers, key decisions); identified issues, risks, and mitigation actions; and recommendations for improvements in processes, reporting, or coordination.

3.3.2 KPI Reporting

The Contractor shall provide KPI measurement data and supporting evidence, identification of KPI breaches, and calculation of applicable Service Credits. This report shall serve as the basis for performance validation and payment.

3.3.3 Reporting Obligations

The Contractor shall ensure that all reports are completed and submitted no later than the fifth (5th) working day following the end of the respective reporting period, unless otherwise agreed. All reports shall be accurate, complete, and aligned with data recorded in the NCIA toolset; suitable for performance validation, KPI assessment, and payment adjustment; produced using NCIA-approved formats; traceable and auditable; and reviewed during regular service review meetings.

NCIA reserves the right to request clarification of reported data, validate reported information against system records, and require corrective actions in the event of discrepancies or deficiencies.

3.4 Service Governance Model

The Contractor shall establish and operate a structured Service Governance to ensure effective oversight, control, and continuous improvement of the services delivered under this Statement of Work. The Service Governance Model shall ensure end-to-end visibility of administrative, financial, and PMO support activities across the Business Unit; provide a structured mechanism for reviewing service quality, data accuracy, reporting outputs, and coordination effectiveness; enable timely decision-making, prioritisation, and escalation of administrative and operational matters; support continuous improvement including tracking and closure of identified actions; and ensure alignment with applicable governance frameworks, processes, and business priorities.

3.4.1 Governance Structure

Operational Level (Weekly or as agreed): Focus: effective execution, coordination, and control of administrative and PMO support activities. Scope: review of weekly activities, tasks, and deliverables; monitoring and follow-up of taskers and action trackers; coordination of activities across stakeholders; review of data quality, reporting inputs, and dashboard updates; tracking of financial activities (PR/PO status, budget monitoring); identification of issues, risks, or delays requiring escalation or follow-up.

Service Review Level — Performance Management (Monthly): Focus: structured oversight of service performance, reporting quality, and continuous improvement. Scope: review of reporting deliverables and data quality; validation of Monthly Service Performance Reports; review of task completion status and action tracking; review of financial tracking outputs (PR/PO, budget monitoring, reporting accuracy); identification of trends, issues, and improvement opportunities; review and prioritisation of improvement actions; alignment on upcoming activities, priorities, and planning.

3.5 Security Clearance

The assigned personnel shall possess valid NATO SECRET Personal Security Clearance for the duration of the Period of Performance.

3.6 Working Provisions

3.6.1 Place of Performance

The primary place of performance shall be the premises at Braine-l'Alleud, Belgium. This location is expected to be vacated during the course of 2027, with final closure no later than 31 December 2027. The Place of Performance will transition to Brussels or Mons, Belgium during this period, depending on operational requirements and business needs.

3.6.2 Hours of Performance

The services shall be performed during standard NCIA working hours: Monday to Thursday from 08:30 until 17:30 and Friday from 08:30 until 15:30.

Working from home (remote work) may be permitted occasionally in accordance with applicable NCIA policy, and shall be subject to prior approval. The Contractor shall ensure that service delivery, availability, and performance are maintained at all times, irrespective of the work location.

3.6.3 NCIA-Furnished Property and Services

NCIA shall provide access to necessary tools, data, and NATO networks, subject to applicable Agency policies, security authorisation, and coordination requirements.

3.6.4 Travel Requirements

The Contractor shall be prepared to undertake travel in support of the services, which may include NSATU functional locations and NCIA locations in Belgium and the Netherlands. An estimated average of three (3) trips per year is anticipated. The cost of such travel shall be included in the Contractor's price and shall not be subject to separate reimbursement. All travel shall be performed on an ad hoc basis and shall be subject to prior approval by NCIA.

Where travel requirements extend beyond the scope of the estimated volume or involve locations not covered above (Extraordinary Travel), such travel shall be subject to prior approval and formalised through a contract amendment. The cost of such travel and associated subsistence shall be reimbursed in accordance with Article 5.5 of the AAS+ Framework Contract, based on actual expenses and in line with NCIA processes, and may be established through a separate Purchase Order line with a not-to-exceed value.

All travel arrangements shall be the responsibility of the Contractor.

4. SERVICE PERFORMANCE

The performance of each assigned personnel shall be measured against the following Key Performance Indicators (KPIs):

KPI 1 – Reporting Timeliness: Ensuring that all required weekly and monthly reporting deliverables are submitted within the agreed timelines.

KPI 2 – Deliverable Completeness and Quality: Ensuring that all deliverables (reports, dashboards, trackers, and outputs) are complete, accurate, and usable.

KPI 3 – Data Accuracy and Consistency: Ensuring that data maintained across reports, dashboards, and corporate systems is accurate, validated, and consistent.

KPI 4 – Task and Action Tracking Effectiveness: Ensuring that taskers, action trackers, and follow-ups are properly maintained and updated, with clear visibility of status and progress.

KPI 5 – Financial Tracking Accuracy: Ensuring that financial tracking outputs (PR/PO logs, budget monitoring, TAS verification) are accurate, up-to-date, and aligned with available records.

KPI 6 – Coordination and Meeting Support Effectiveness: Ensuring that meetings, workshops, governance sessions, MoMs, action trackers, agendas, briefing materials, and supporting documentation are prepared, coordinated, and distributed within agreed timelines.

4.1 KPI Measurement

KPI 1 – Reporting Timeliness: Compliant (Met): at least 95% of required reports delivered within agreed timelines. Non-Compliant (Not Met): less than 95% of reports delivered on time. Validation: submission logs. Frequency: monthly.

KPI 2 – Deliverable Completeness and Quality: Compliant (Met): at least 90% of deliverables accepted without rework. Non-Compliant (Not Met): more than 10% of deliverables require rework or correction. Validation: submission logs. Frequency: monthly.

KPI 3 – Data Accuracy and Consistency: Compliant (Met): at least 95% of reported data is accurate and consistent across systems and reports. Non-Compliant (Not Met): data discrepancies exceed 5%. Validation: sample-based audit checks. Frequency: monthly.

KPI 4 – Task and Action Tracking Effectiveness: Compliant (Met): at least 90% of tasks and actions are properly tracked and updated. Non-Compliant (Not Met): tracking is incomplete or outdated beyond acceptable thresholds. Validation: submission logs. Frequency: monthly.

KPI 5 – Financial Tracking Accuracy: Compliant (Met): at least 95% of financial tracking data (PR/PO, budget, TAS) is accurate and up-to-date. Non-Compliant (Not Met): discrepancies exceed 5%. Validation: sample-based audit checks. Frequency: monthly.

KPI 6 – Coordination and Meeting Support Effectiveness: Compliant (Met): at least 95% of meetings, workshops, governance sessions, MoMs, action trackers, agendas, briefing materials, and supporting documentation are prepared, coordinated, and distributed within agreed timelines. Non-Compliant (Not Met): coordination activities, MoMs, action trackers, agendas, or supporting materials are incomplete, delayed, or not properly maintained in more than 5% of reviewed cases. Validation: sample-based audit checks.

4.2 Service Credits

4.2.1 KPI Weighting

KPI 1 – Reporting Timeliness: 3%

KPI 2 – Deliverable Completeness and Quality: 3%

KPI 3 – Data Accuracy and Consistency: 3%

KPI 4 – Task and Action Tracking Effectiveness: 2%

KPI 5 – Financial Tracking Accuracy: 2%

KPI 6 – Coordination and Meeting Support Effectiveness: 2%

4.2.2 Calculation of Service Credits

Where a KPI is determined to be Non-Compliant (Not Met), the corresponding percentage specified in Section 4.2.1 shall be applied as a Service Credit, calculated on a monthly basis as follows:

Total Service Credit (%) = Sum of the percentages assigned to each KPI that is Not Met

Service Credit Value = Total Service Credit (%) × Monthly Service Fee

Service Credits shall be calculated based on validated KPI results; documented in the Service Performance Report; reviewed and confirmed during service review meetings; and deducted from the corresponding invoice.

4.2.3 Cap on Service Credits

The total service credits applied in any reporting period shall not exceed ten percent (10%) of the applicable monthly service fee.

4.3 Audit and Verification

The Contractor shall ensure that all KPI measurements and service credit calculations are accurate, transparent, and auditable. The Purchaser reserves the right to verify KPI results, request supporting evidence, and challenge any calculation deemed incorrect.

5. PAYMENT

5.1 Monthly Service Fee

The work carried under this Statement of Work shall be delivered on the basis of a fixed Monthly Service Fee. Such fee shall cover all costs associated with the delivery of the services, including personnel, management, tools, overheads, and travel as defined in this SoW.

5.2 Payment Adjustment

The monthly payment shall be subject to adjustment based on the Contractor's performance against the KPIs.

Payable Monthly Performance-Based Fee = Monthly Performance-Based Fee – Service Credit Value

Final Payment = Monthly Fixed Fee + Payable Monthly Performance-Based Fee

5.2.1 Invoicing

The Contractor shall submit invoices on a monthly basis in arrears. Each invoice shall: correspond to the services delivered during the relevant calendar month; include the applicable monthly service fee; clearly identify any applicable Service Credits in accordance with Section 4.2.2; and be supported by the Service Performance Report for the same period.

5.2.2 Acceptance of Services

Payment of the monthly invoice shall be subject to: delivery of the services in accordance with the provisions of this Statement of Work; submission of the Service Performance Report as set out in Annex A; and validation of KPI performance and Service Credit calculations.

6. PERIOD OF PERFORMANCE

This Statement of Work is expected to commence as soon as possible, but no later than 11 August 2026 (Base Period). It may be extended through the exercise of the following options:

Option Year 1: A period of twelve (12) months immediately following the completion of the Base Period.

Option Year 2: A period of twelve (12) months immediately following the completion of Year 1.

Option Year 3: A period of twelve (12) months immediately following the completion of Year 2.

7. REPLACEMENT

Any replacement of assigned personnel shall be subject to prior written approval by NCIA and shall meet or exceed the qualifications, experience, and security requirements defined for the respective profile. In the event that assigned personnel become unavailable during the Period of Performance, the Contractor shall propose a suitable replacement candidate and ensure seamless continuity of the services at no additional cost, including the provision of appropriate knowledge transfer.

The Contractor shall ensure an orderly handover of services both in the case of personnel replacement and at the conclusion of the Period of Performance. This shall include the transfer of all relevant documentation, data, work products, system configurations, and operational procedures necessary to maintain continuity of service delivery. The Contractor shall also provide reasonable support to NCIA and, where applicable, to any follow-on contractor, including clarification of activities and assistance in mitigating disruption.

All transition activities shall be completed within a timeframe agreed with NCIA and in accordance with NCIA instructions. All applicable NCIA Terms and Conditions shall apply.

8. QUALIFICATIONS

[See Requirements]

Requirements

3.5 SECURITY CLEARANCE

• The assigned personnel shall possess valid NATO SECRET Personal Security Clearance for the duration of the Period of Performance.

8. QUALIFICATIONS

• The assigned personnel shall demonstrate a minimum of three (3) years of professional experience in business administration, project support, or programme/PMO support functions within a complex, multi-stakeholder organisational environment.
• Proven experience in supporting planning, coordination, reporting, and day-to-day business operations across multiple stakeholders, ensuring structured execution and follow-up of activities.
• Demonstrated ability to prepare, structure, and maintain high-quality reports, dashboards, KPIs, and performance tracking tools, including consolidation, validation, and analysis of operational, financial, and project-related data to support decision-making and periodic reviews.
• Experience in preparing agendas, presentations, and briefing materials, as well as producing accurate Minutes of Meetings (MoM), maintaining action trackers, and ensuring structured follow-up of tasks and decisions, with the ability to support clear and professional stakeholder communication.
• Strong command of Microsoft Office applications, particularly Excel, Word, and PowerPoint, including advanced use of Excel for data analysis, tracking, and reporting, as well as experience with enterprise tools such as ServiceNow, SharePoint, Power BI, EBA, or equivalent systems for workflow, reporting, and information management.
• Experience in supporting financial administration processes, including tracking of Purchase Requests (PRs), Purchase Orders (POs), and related financial workflows within enterprise systems.
• Experience working within large, complex, and international organisations, with exposure to structured governance and reporting environments.
• Previous experience working within NATO, preferably within NCIA or similar defence or governmental environments, shall be considered an asset.
• Strong written and verbal communication skills, with the ability to support stakeholder coordination in a structured, clear, and professional manner.

Educational Qualifications

• University degree or equivalent higher vocational training in Business Administration, Management, Finance, Economics, Project Management, or a related field. Equivalent professional experience (minimum of five (5) additional years in relevant roles) may be accepted in lieu of a formal degree.