FIND_THE_RIGHTJOB.
2025-0285 Project Implementation Support (NS) - WED 24 Sep
Izmir, Turkey
Deadline Date:
Wednesday 24 September 2025
Requirement: Project Implementation Support
Location: Izmir, TR
Full Time On-Site: Yes
Time On-Site: 100%
Period of Performance: BASE period: as soon as possible but not later than 20th October 2025 until 31 December 2025 with possibility to exercise the following options:
2026 Option: 1st January 2026 until 31st December 2026
2027 Option: 1st January 2027 until 31st December 2027
2028 Option: 1st January 2028 until 31st December 2028
Required Security Clearance: NATO SECRET
1 INTRODUCTION
This effort will take place within the NATO Communications and Information Agency (NCI Agency), an organization of the North Atlantic Treaty Organization (NATO).
NCI Agency - PAN Migration to NATO Public Cloud Project
The PAN Migration to NATO Public Cloud project is organized under the NCI Agency Cloud Portfolio. The project aims to transition roughly 15.000 staff within the NATO Enterprise form 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 support users who enrolled in NPCL environment recently at Norfolk location and provide early lifecycle support for the staff transitioning networks.
Under the direction of the PAN Migration to NATO Public Cloud Northwood implementation manager, the User Early Lifecycle Support Staff will provide various support 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.
2 OBJECTIVES
The NCI Agency 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 follows:
Provide early lifecycle support for users at Izmir, TURKIYE location:
Provide user-support for self-enrolment process,
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 NCI Agency service lines concerning to incidents resolution and requests fulfilment.
Pass on any feedback or suggestions by users to the appropriate internal channels
Identify and suggest possible improvements on procedures
3 SCOPE OF WORK
Under the direction / guidance of the Cloud Operation Centre Manager, the Early Lifecycle Support staff will execute the following services:
The content and scope of each sprint will be agreed upon during the sprint-planning meeting, in writing, based on the activities mentioned above.
Each sprint is for a duration of 1 week.
Due to the AGILE approach of this project, there is a need to define a set of specific arrangements between the NCI Agency and the contractor that specifically defines the deliverables to be provided for each sprint as well as their associated acceptance criteria. This includes sprint planning, execution and review processes, which are detailed below:
Kick-off meeting: Conduct a monthly meeting with the contractor to plan the objectives of upcoming sprints and review contractor`s manpower to meet the agreed deliverables.
Set sprint goals: Define clear, achievable goals for the sprint and associated acceptance criteria, including specific delivery targets, Quality standards as well as Key Performance Indicators (KPIs) for each task to be recorded in the sprint meeting minutes.
Agree on the required level of effort for the various sprint tasks.
Backlog Review: Review and prioritise the backlog of tasks, issues, and improvements from previous sprints.
Assess each payment milestone cycle duration of one calendar month. State of completion and validation of each sprint status and sign off sprints to be submitted for payment as covered in Section 4.
Regular meetings between NCIA and the contractor to review sprint progress, address issues, and make necessary adjustments to the processes or production methodology. The Meetings will be physically in the office, or in person via electronic means using Conference Call capabilities, according to the NCI Agency staff instructions.
Continuous improvement: Contractor to establish a continuous feedback loop to gather input from all stakeholders for ongoing improvements and their subsequent implementation depending on NCIA approval.
Progress Tracking: Contractor to use a shared dashboard or tool to track the status of the sprint deliveries and any issues.
Quality Assurance/Quality Check: Contractor shall ensure that the quality standards agreed for the sprint deliverables are maintained throughout the sprint.
Quality Control: NCIA to perform the Final Quality Control of the agreed deliverables and provide feedback on any issues.
At the end of each sprint, there will be a meeting between the NCI Agency and the Contractor to review the outcomes against the acceptance criteria comprising sprint goals, agreed quality criteria and Key Performance Indicators (KPIs).
Define specific actions to address issues and enhance the next sprint.
The contractor's payment for each sprint will be depending upon the achievement of agreed Acceptance Criteria for each task, defined at the sprint planning stage. This will include specific delivery targets, quality standards as well as Key Performance Indicators (KPIs) for each task.
The payment shall be dependent upon successful acceptance as set in the above planning/review meetings. This will follow the payment milestones that shall include a completed Delivery Acceptance Sheet (DAS) including the EBA Receipt number
Invoices shall be accompanied with a Delivery Acceptance Sheet (DAS) signed by the Contractor and project authority.
If the contractor fails to meet the agreed Acceptance criteria for any task, the NCI Agency reserves the right to withhold payment for that task/sprint.
Each sprint has a duration of one week. The content and scope of each sprint will be agreed during the sprint‐planning meetings as covered in this section.
4 DELIVERABLES AND PAYMENT MILESTONES
The following deliverables are expected from this statement of work:
2025 BASE: 20th October 2025 to 31 December 2025:
Deliverable: 11 sprints of implementation support (Number of sprints is estimated and will be adjusted based on actual starting date.)
Payment Milestones: Upon completion of each fourth sprint and at the end of the service. Completion of each milestone shall be accompanied documented in Delivery Acceptance Sheet (DAS) - (Annex B), signed for acceptance by the Purchaser's authorized point of contact and the Contractor
The payment shall be dependent upon successful acceptance of the Delivery Acceptance Sheet (DAS) - (Annex B).
Invoices shall be accompanied with a DAS, signed by the Contractor and Purchaser's authority
2026 OPTION: 01 January 2026 to 31 December 2026
Deliverable: Up to 46 sprints
Cost Ceiling: Price will be determined by applying the price adjustment formula as outlined in CO‐115786‐ AAS+ Special Provisions article 6.5.
Payment Milestones: Upon completion of 4 consecutive sprints.
2027 OPTION: 01 January 2027 to 31 December 2027
Deliverable: Up to 46 sprints
Cost Ceiling: Price will be determined by applying the price adjustment formula as outlined in CO‐115786‐ AAS+ Special Provisions article 6.5.
Payment Milestones: Upon completion of 4 consecutive sprints.
2028 OPTION: 01 January 2028 to 31 December 2028
Deliverable: Up to 46 sprints
Cost Ceiling: Price will be determined by applying the price adjustment formula as outlined in CO‐115786‐ AAS+ Special Provisions article 6.5.
Payment Milestones: Upon completion of 4 consecutive sprints.
5 COORDINATION AND REPORTING
The contractors shall participate in weekly and/or daily status update meetings, activity planning and other meetings as instructed, physically in the office, or in person via electronic means using Conference Call capabilities, according to the project manager or implementation manager instructions.
For each sprint to be considered as complete and payable, the contractor must report the outcome of the service during the sprint for each individual. The format of this report shall be a short email to the NCIA Point of Contact mentioning briefly the service held and the development achievements during the sprint.
6 SCHEDULE
This task order will be active immediately after signing of the contract by both parties
The BASE period of performance is as soon as possible but not later than 20th October 2025 and ending no later than 31st December 2025.
If the 2026 option is exercised, the period of performance is 01 January 2026 to 31st December 2026
If the 2027 option is exercised, the period of performance is 01 January 2027 to 31st December 2027
If the 2028 option is exercised, the period of performance is 01st January 2028 to 31st December 2028.
7 CONSTRAINTS
All the deliverables provided under this statement of work will be based on NCI Agency templates or agreed with the project point of contact.
All code, scripts, documentation, etc. will be stored under configuration management and/or in the provided NCI Agency tools.
8 PRACTICAL ARRANGEMENTS
This is a deliverables-based contract.
The contractor will be required to provide the service 100% ON SITE, NCI AGENCY IZMIR, TURKIYE.
NCI Agency will provide access to relevant networks and resources as required by the project.
The work depicted in this SOW is expected to be carried by a single contractor.
There might be requirements to perform out-of-hours work to support planned maintenance activities or delivery of critical services as well as to provide on-call support outside regular business hours.
NCIA IT equipment will be provided (one NPCL laptop will be provided). This equipment can be used by one person only and associated to that individual.
The contractor will be required to provide the service on-site at Izmir, TURKIYE as part of this engagement. There is no possibility to telework during this engagement - unless otherwise agreed with the project manager or implementation manager.
This individuals providing services under this RFQ will be part of the PAN Migration to NATO Public Cloud (NPCL) project.
9 SECURITY
The security classification of the service will be up to NATO SECRET.
The contractor providing the services under this SOW is required to hold a valid NATO SECRET security clearance at the time of proposal submission.
10 TRAVEL
Travel costs are out of scope and will be borne by the NCI Agency separately in accordance to the provisions of the AAS+ Framework Contract. He or she will work under the direction and guidance of the NCIA designated representative.
Travel arrangements should not be booked until there is a written confirmation from the NCIA designated representative.
Travel arrangements will be the responsibility of the contractor and the expenses will be reimbursed in accordance with Article 5.5 of AAS Framework Contract and within the limits of the NCIA Travel Directive.
Unless otherwise specified in the Task Order, travel costs associated with awarded Purchase/Task Orders will be processed by the Purchaser and reimbursed directly to AAS+ Framework Contractor personnel, in accordance with the Purchaser Internal Policy. Travel requirements vary by requirement and shall be communicated to personnel in accordance with Article 7.1.2. Note that each AAS+ Framework Contractor is responsible for all liabilities during performance of Travel, and the AAS+ Framework Contractor indemnifies the Purchaser regarding these liabilities.
11 Qualifications
[See Requirements]
Requirements
11 QUALIFICATIONS
This service requires the following qualifications:
Requirement: Project Implementation Support
Location: Izmir, TR
Full Time On-Site: Yes
Time On-Site: 100%
Period of Performance: BASE period: as soon as possible but not later than 20th October 2025 until 31 December 2025 with possibility to exercise the following options:
2026 Option: 1st January 2026 until 31st December 2026
2027 Option: 1st January 2027 until 31st December 2027
2028 Option: 1st January 2028 until 31st December 2028
Required Security Clearance: NATO SECRET
1 INTRODUCTION
This effort will take place within the NATO Communications and Information Agency (NCI Agency), an organization of the North Atlantic Treaty Organization (NATO).
NCI Agency - PAN Migration to NATO Public Cloud Project
The PAN Migration to NATO Public Cloud project is organized under the NCI Agency Cloud Portfolio. The project aims to transition roughly 15.000 staff within the NATO Enterprise form 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 support users who enrolled in NPCL environment recently at Norfolk location and provide early lifecycle support for the staff transitioning networks.
Under the direction of the PAN Migration to NATO Public Cloud Northwood implementation manager, the User Early Lifecycle Support Staff will provide various support 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.
2 OBJECTIVES
The NCI Agency 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 follows:
Provide early lifecycle support for users at Izmir, TURKIYE location:
Provide user-support for self-enrolment process,
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 NCI Agency service lines concerning to incidents resolution and requests fulfilment.
Pass on any feedback or suggestions by users to the appropriate internal channels
Identify and suggest possible improvements on procedures
3 SCOPE OF WORK
Under the direction / guidance of the Cloud Operation Centre Manager, the Early Lifecycle Support staff will execute the following services:
-
Early Lifecycle Support
- Guide users through the enrolment guide for each the enrolment of each of the end-devices (laptops, tablets, mobile phones, iPads)
- Provide user-support for self-enrolment process,
- 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 NCI Agency service lines concerning to incidents resolution and requests fulfilment
- Pass on any feedback or suggestions by users to the appropriate internal channels
-
Admin and logistic support
- Provide IT administrative tasks like account resets, attendance updates, issue log updates, and updates to the IMDB;
- Support in logistic efforts like laptop handout, transport, logistical administration, disposal, and destruction of obsolete laptops;
- Technical Advisory Resource and Change Management
- Assists advising customers within the Area of Responsibility (AoR) on technical aspects of the service provision
- Assists developing technical, cost, and resource assessments for emerging requirements
- Manages and maintains the Time Accounting System in support of accurate tracking and reporting
- Performs Change Management activities to ensure proper evaluation, approval, and implementation of changes in accordance with established processes
- Continuous Improvement:
- Identify areas for improvement in the enrolment process, documentation, and best practices;
- Proactively identify potential vulnerabilities and coordinate preventive measures
- Contribute to the knowledge base of the implementation team
-
Ensure all information and registers are accurate and up-to-date
The content and scope of each sprint will be agreed upon during the sprint-planning meeting, in writing, based on the activities mentioned above.
Each sprint is for a duration of 1 week.
Due to the AGILE approach of this project, there is a need to define a set of specific arrangements between the NCI Agency and the contractor that specifically defines the deliverables to be provided for each sprint as well as their associated acceptance criteria. This includes sprint planning, execution and review processes, which are detailed below:
-
Sprint Planning:
Kick-off meeting: Conduct a monthly meeting with the contractor to plan the objectives of upcoming sprints and review contractor`s manpower to meet the agreed deliverables.
Set sprint goals: Define clear, achievable goals for the sprint and associated acceptance criteria, including specific delivery targets, Quality standards as well as Key Performance Indicators (KPIs) for each task to be recorded in the sprint meeting minutes.
Agree on the required level of effort for the various sprint tasks.
Backlog Review: Review and prioritise the backlog of tasks, issues, and improvements from previous sprints.
Assess each payment milestone cycle duration of one calendar month. State of completion and validation of each sprint status and sign off sprints to be submitted for payment as covered in Section 4.
-
Sprint Execution
Regular meetings between NCIA and the contractor to review sprint progress, address issues, and make necessary adjustments to the processes or production methodology. The Meetings will be physically in the office, or in person via electronic means using Conference Call capabilities, according to the NCI Agency staff instructions.
Continuous improvement: Contractor to establish a continuous feedback loop to gather input from all stakeholders for ongoing improvements and their subsequent implementation depending on NCIA approval.
Progress Tracking: Contractor to use a shared dashboard or tool to track the status of the sprint deliveries and any issues.
Quality Assurance/Quality Check: Contractor shall ensure that the quality standards agreed for the sprint deliverables are maintained throughout the sprint.
Quality Control: NCIA to perform the Final Quality Control of the agreed deliverables and provide feedback on any issues.
-
Sprint Review
At the end of each sprint, there will be a meeting between the NCI Agency and the Contractor to review the outcomes against the acceptance criteria comprising sprint goals, agreed quality criteria and Key Performance Indicators (KPIs).
Define specific actions to address issues and enhance the next sprint.
-
Sprint Payment
The contractor's payment for each sprint will be depending upon the achievement of agreed Acceptance Criteria for each task, defined at the sprint planning stage. This will include specific delivery targets, quality standards as well as Key Performance Indicators (KPIs) for each task.
The payment shall be dependent upon successful acceptance as set in the above planning/review meetings. This will follow the payment milestones that shall include a completed Delivery Acceptance Sheet (DAS) including the EBA Receipt number
Invoices shall be accompanied with a Delivery Acceptance Sheet (DAS) signed by the Contractor and project authority.
If the contractor fails to meet the agreed Acceptance criteria for any task, the NCI Agency reserves the right to withhold payment for that task/sprint.
Each sprint has a duration of one week. The content and scope of each sprint will be agreed during the sprint‐planning meetings as covered in this section.
4 DELIVERABLES AND PAYMENT MILESTONES
The following deliverables are expected from this statement of work:
- Complete the activities/tasks agreed in each sprint meeting as per sections 2 and 3 above
- Produce sprint completion reports (format: e-mail update) or the formal documentation required per specific task;
-
The Contractor will participate in the daily reporting and planning activities (daily stand-ups) as well as the required participation in workshops, events and conferences related to the supported services, as requested by the Cloud Operations Manager / Implementation Manager
2025 BASE: 20th October 2025 to 31 December 2025:
Deliverable: 11 sprints of implementation support (Number of sprints is estimated and will be adjusted based on actual starting date.)
Payment Milestones: Upon completion of each fourth sprint and at the end of the service. Completion of each milestone shall be accompanied documented in Delivery Acceptance Sheet (DAS) - (Annex B), signed for acceptance by the Purchaser's authorized point of contact and the Contractor
The payment shall be dependent upon successful acceptance of the Delivery Acceptance Sheet (DAS) - (Annex B).
Invoices shall be accompanied with a DAS, signed by the Contractor and Purchaser's authority
2026 OPTION: 01 January 2026 to 31 December 2026
Deliverable: Up to 46 sprints
Cost Ceiling: Price will be determined by applying the price adjustment formula as outlined in CO‐115786‐ AAS+ Special Provisions article 6.5.
Payment Milestones: Upon completion of 4 consecutive sprints.
2027 OPTION: 01 January 2027 to 31 December 2027
Deliverable: Up to 46 sprints
Cost Ceiling: Price will be determined by applying the price adjustment formula as outlined in CO‐115786‐ AAS+ Special Provisions article 6.5.
Payment Milestones: Upon completion of 4 consecutive sprints.
2028 OPTION: 01 January 2028 to 31 December 2028
Deliverable: Up to 46 sprints
Cost Ceiling: Price will be determined by applying the price adjustment formula as outlined in CO‐115786‐ AAS+ Special Provisions article 6.5.
Payment Milestones: Upon completion of 4 consecutive sprints.
5 COORDINATION AND REPORTING
The contractors shall participate in weekly and/or daily status update meetings, activity planning and other meetings as instructed, physically in the office, or in person via electronic means using Conference Call capabilities, according to the project manager or implementation manager instructions.
For each sprint to be considered as complete and payable, the contractor must report the outcome of the service during the sprint for each individual. The format of this report shall be a short email to the NCIA Point of Contact mentioning briefly the service held and the development achievements during the sprint.
6 SCHEDULE
This task order will be active immediately after signing of the contract by both parties
The BASE period of performance is as soon as possible but not later than 20th October 2025 and ending no later than 31st December 2025.
If the 2026 option is exercised, the period of performance is 01 January 2026 to 31st December 2026
If the 2027 option is exercised, the period of performance is 01 January 2027 to 31st December 2027
If the 2028 option is exercised, the period of performance is 01st January 2028 to 31st December 2028.
7 CONSTRAINTS
All the deliverables provided under this statement of work will be based on NCI Agency templates or agreed with the project point of contact.
All code, scripts, documentation, etc. will be stored under configuration management and/or in the provided NCI Agency tools.
8 PRACTICAL ARRANGEMENTS
This is a deliverables-based contract.
The contractor will be required to provide the service 100% ON SITE, NCI AGENCY IZMIR, TURKIYE.
NCI Agency will provide access to relevant networks and resources as required by the project.
The work depicted in this SOW is expected to be carried by a single contractor.
There might be requirements to perform out-of-hours work to support planned maintenance activities or delivery of critical services as well as to provide on-call support outside regular business hours.
NCIA IT equipment will be provided (one NPCL laptop will be provided). This equipment can be used by one person only and associated to that individual.
The contractor will be required to provide the service on-site at Izmir, TURKIYE as part of this engagement. There is no possibility to telework during this engagement - unless otherwise agreed with the project manager or implementation manager.
This individuals providing services under this RFQ will be part of the PAN Migration to NATO Public Cloud (NPCL) project.
9 SECURITY
The security classification of the service will be up to NATO SECRET.
The contractor providing the services under this SOW is required to hold a valid NATO SECRET security clearance at the time of proposal submission.
10 TRAVEL
Travel costs are out of scope and will be borne by the NCI Agency separately in accordance to the provisions of the AAS+ Framework Contract. He or she will work under the direction and guidance of the NCIA designated representative.
Travel arrangements should not be booked until there is a written confirmation from the NCIA designated representative.
Travel arrangements will be the responsibility of the contractor and the expenses will be reimbursed in accordance with Article 5.5 of AAS Framework Contract and within the limits of the NCIA Travel Directive.
Unless otherwise specified in the Task Order, travel costs associated with awarded Purchase/Task Orders will be processed by the Purchaser and reimbursed directly to AAS+ Framework Contractor personnel, in accordance with the Purchaser Internal Policy. Travel requirements vary by requirement and shall be communicated to personnel in accordance with Article 7.1.2. Note that each AAS+ Framework Contractor is responsible for all liabilities during performance of Travel, and the AAS+ Framework Contractor indemnifies the Purchaser regarding these liabilities.
11 Qualifications
[See Requirements]
Requirements
11 QUALIFICATIONS
This service requires the following qualifications:
- Technical Proficiency:
- Intermediate understanding of end-user devices (desktops, laptops, tablets, smartphones) running Windows OS and Apple iPhones/iPads managed through Intune
- Familiarity with Microsoft 365 services and tools, including Outlook, Teams, SharePoint Online, and OneDrive for Business
- Problem-Solving Skills:
- Strong troubleshooting skills to diagnose and resolve hardware, software, and network issues
- Ability to guide users through problem-solving steps effectively
- Automation Skills:
- Experience with PowerShell scripting to automate routine support tasks
- Proficiency in using Power Automate to create workflows and automate repetitive processes
- Ability to identify and implement automation opportunities to enhance efficiency
- Communication and Interpersonal Skills:
- Excellent verbal and written communication skills
- Full proficiency in English
- Ability to communicate technical information to non-technical users in a clear and concise manner
- Customer Service Orientation:
- Strong customer service focus with a commitment to user satisfaction
- Patience and empathy when dealing with user issues and concerns
- Organizational Skills:
- Ability to manage multiple support tickets and prioritize tasks effectively
- Attention to detail in documenting support activities and maintaining accurate records
- Team Collaboration:
- Ability to work effectively as part of a team and share knowledge and resources
- Willingness to collaborate with colleagues to solve complex issues
- Others:
- The candidate has strong customer relationship skills, including negotiating complex and sensitive situations under pressure
- Full proficiency in the English language. French language proficiency is of advantage
- The candidate must have the nationality of one of the NATO nations
- The candidate must possess a NATO Secret Security Clearance or national equivalent that can be transferred to a NATO Secret Security Clearance
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