C003504 Sla/ssp Account Manager - Brussels, België - Park Lane Recruitment

Park Lane Recruitment

Geverifieerd bedrijf

Brussels, België

3 weken geleden

Geplaatst door:

Sophie Dubois

beBee Recruiter

Beschrijving

Deadline Date:
Tuesday 23 April 2024

Location: Brussels, BE

Required Start Date: 31 May 2024

Deadline Date:
Tuesday 23 April 2024

Requirement:
SLA/SSP Account Manager**
Location: Brussels, BE

Full Time On-Site:
Yes

Time On-Site:100%

Not to Exceed Rate: 71 EUR

Total Scope of the request (hours): 975

Required Start Date: 31 May 2024

Required Security Clearance:

NATO SECRET

Duties and Role:

Under the direction of the Principal/Senior Account Manager, the incumbent will perform duties such as the following:

Support the development of jointly owned Customer Agreements (incl. resolving basic legal issues), e.g. Service Level Agreements (SLA)/Service Support Packages (SSP), Price Proposals
Build longterm, strategic relationships with senior stakeholders (internal and external) and support actions to improve relations and open communications with and between stakeholders.
Understand Customer's business and needs, and support a joint and coordinated approach to requirement coherence within a given portfolio of Customer Agreements.
Manage Business Intake for supported Customers and deliver Price/Project Proposals for supported Customers in accordance with the relevant processes and Direction & Guidance by Management and Governance.
Support the customer in the budgetary screening process.
Ensure that the formal NCI Agency Customer Agreements are in line with expectations of Customers.
Monitor inyear execution of Agreements once they are in force, including customer issue/problem handling and participating in review meetings.
Contribute to the NCI Agency, COO and Branch business planning process.
Provide reporting material as required.
Take proactive initiative in nurturing and managing customer relationships, and promote the NCI Agency's capabilities across the different ICT/C4ISR domains.
Build and Maintain a Customer CRM picture that will help the rest of the agency to understand the Customer's responsibilities, key players, issues, forecast, satisfaction levels, key initiatives, etc.
Engage with both Customers and relevant stakeholders for the resolution of issues should they arise, including supporting the complaint handling process.
Support the Principal/Senior Account Manager in contributing to the development of the Demand Forecast, based on the understanding of Customer Requirements; the improvement of all management processes, liaising with other relevant stakeholders as necessary. This includes development and implementation of relevant SOPs, Reporting Metrics Measures and KPIs; the planning and prioritization of activities in the Account;
Deputize for higher grade staff, if required.
Performs other duties as may be required.

This post is based in Brussels with occasional travel to Mons.

Requirements:

Skill, Knowledge & Experience

A minimum requirement of a Bachelor's degree at a nationally recognised/certified University in a related discipline and 2 years postrelated experience.
Demonstrable knowledge, experience and understanding of Customer Management and skills in negotiation; must have a sense of diplomacy and propriety in order to work harmoniously with colleagues and other staff, in an international environment, as well as with staff from private scientific/industrial organisations as required.
Proven ability to effectively communicate orally and in writing with excellent briefing and presentation skills and the ability to produce clear and concise reports;
Experience working in a multilateral environment or an environment with a variety of stakeholders from multicultural backgrounds;
Proven ability to successfully prioritise work, and manage staff;
Proven experience in the use of computerbased support tools with an emphasis on Microsoft Office and planning tools;
Demonstrable knowledge and experience of Service Management principles and execution in a similar organisation or environment.

Desirable Experience and Education

Demonstrable NATO experience or equivalent national experience dealing with NATO agencies that includes knowledge of NATO responsibilities and organizations. In addition knowledge of the NATO budget cycle and procurement policies, processes and associated documentation;
Recent operational experience (at least 2 years) in the use of fielded ICT/C4ISR systems;
ITIL, PRINCE2, MSP and/or PMP certification;
Prior experience of working in an international environment comprising both military and civilian elements;
Proven potential to lead, inspire and engage a small, diverse and multidisciplinary team;
Tact, judgement and adaptability, as well as good political awareness and motivational and listening skills.

Competencies or Personal Attributes:

Deciding and

Initiating Action:
Takes responsibility for actions, projects and people; takes initiative and works under own direction; initiates and generates activity and introduces changes into work processes; makes qu