2026-0108 Helix ITSM/ITAM Capacity Services (NS) BELGIUM - 24 Aug

Deadline Date: Monday 24 August 2026
 
Requirement: Provision of Helix ITSM/ITAM Capacity Services: Continuous Service Improvement
 
Location: Brussels, Belgium (on-site, Class I/II Security Area)
 
Cost Not to Exceed: Year 2027: 5,98,320 EUR 
 
Period of Performance: 2027 BASE: 01 January 2027 - 31 December 2027
 
Required Start Date: 01 January 2027 (tentative)
 
End Contract Date: 31 December 2028 (if Option 1 is exercised)
 
Required Security Clearance: NATO SECRET (NS)
 
Please do NOT apply for any NATO contract positions unless you meet ALL the following criteria:

1. Current National or NATO SECRET clearance
2. Nationality of one of the NATO member countries
3. Current work visa for the specific location if applying for an in-country position

Any applications that do NOT meet all the above - and do not CLEARLY show these on the CV - will be deleted.
 
Scope of work

• This Statement of Work ("SOW") defines and governs the scope, nature, terms, and conditions of the services to be provided by the Service Contractor, including all applicable activities, tasks, deliverables, service levels, key performance indicators (KPIs), and expected outcomes.
• The Service Contractor shall perform the services in strict accordance with this SOW to deliver the described services and achieve measurable results, including system availability, data integrity, automated workflow functionality, compliance with applicable IT governance and security standards, operational reliability, end-to-end technical performance, and continuous improvement.
• NCIA referred to as the Purchaser seeks to appoint a suitably qualified and experienced Contractor entity capable of establishing and managing a competent team of qualified personnel to deliver the required ongoing professional services for its designated infrastructure and landscape assets. The appointed entity shall be responsible for providing the technical expertise, resources, assessments, and support necessary to ensure the efficient operation, proper maintenance, and long-term sustainability of the assigned facilities and associated landscape areas throughout the duration of the contract.

Background

• The NATO Communications and Information Agency (NCIA) is dedicated to acquiring, deploying, and defending communication systems for NATO's political decision-makers and Commands. It operates on the frontlines against cyber-attacks, collaborating closely with governments and industry to prevent future debilitating attacks. The NCIA plays a crucial role in maintaining NATO's technological edge and ensuring the collective defence and crisis management capabilities of the Alliance.
• The CSU Brussels service is unique as it operates as a Business Area and as a support unit. It is the service owner of several services, Network Infrastructure (ANWI), together with a collection of service-enabling systems. Currently, the CSU Brussels function requires specialised services in several areas to meet its future challenges.
• The configuration of the unit organization's infrastructure is detailed as follows:
• NCIA - CSU BRU - within the NCIA - CIS Support Unit (CSU) Brussels provides consistent, reliable and cost effective ICT service delivery to all NATO customers located in the NATO compound in Brussels, including understanding and managing the interface with the Secretary General and Deputy Director General International Military Staff (DGIMS), through his/her delegated representatives ICTM/EXCO IMS, who act in the role of Intelligent Customer.
• The CSU Brussels, with its dual functionality as a business area and Contractor, requires outsourced specialised expertise to meet the flexible, scalable and changing demands of the IT landscape. CSU Brussels unique situation requires integrated human capital arrangements that absolutely must include a substantial contingent of outsourced staffing that ultimately performs according to a service-based arrangement.
• The NCIA (Purchaser) support structure is organized in three levels:

Level 1 - end-user support provided by helpdesk staff, technical assistants, and support analysts. Responsibilities include initial troubleshooting, handling user requests, password resets, and escalating unresolved issues to higher-level support.
 
Level 2 -specialized, hands-on expertise provided by IT technicians or the CIS Support Unit. Responsibilities include resolving more complex hardware, software, and system issues, performing on-site or lab-based interventions, and assisting Level 1 staff with escalations.
 
 Level 3 -centralized engineering team. Responsibilities include addressing escalated incidents from Level 2, performing advanced system and network troubleshooting, implementing infrastructure changes, and providing expert guidance on complex technical matters.