2025-0111 Desktop Engineering Sppt Specializing SCCM Operation (NS) - FRI 28 Mar
On site
Braine-L’Alleud, Belgium
Freelance
17-03-2025
Job Specifications
Deadline Date: Friday 28 March 2025
Requirement: Desktop Engineering Support with Specialization in SCCM Operation
Location: Braine-l'Alleud, BE
Full Time On-Site: Yes
Time On-Site: 100%
Period of Performance: 2025 BASE: As soon as possible not later than 1st of May (tentative) - 31st 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
PURPOSE
The purpose of this Statement of Work (SoW) is to describe the services for desktop computing engineering support required by the Purchaser.
The NATO Communications and Information Agency (further referred to as "Purchaser") is seeking a qualified Service provider to provide efficient and effective desktop computing engineering support services (further referred to as the Service) focused on commercial technologies augmenting the capabilities of the Purchaser.
BACKGROUND
NATO Digital Workplace Centre (NDWC), part of NCI Agency, provides simple yet innovative solutions that underpin the Digital Transformation of NATO by providing feature-rich Digital Workplace, which enable NATO staff members to connect, communicate, and collaborate.
Workspace service area deliver the following user-facing services to NATO Commands, NATO Force structure and Nations in all 32 Allied Nations:
Windows-based and iOS/iPadOS-based end user device provisioning, management, operation, and lifecycle across multiple separate networks of different classifications and various form factors;
Workstream collaboration including email and instant messaging server backend and client frontend provisioning, management, operation and lifecycle across multiple separate networks of different classifications
The services integrate with other services such as print/scan/copy, voice, video-teleconference (VTC), collaboration portals and enable NATO-specific functional applications higher up the software stack.
Through several on-going streams of work in Q4'24 and onwards, the services are rapidly evolving from using fully on-premise to a mixture of on-premise and public cloud technologies.
2.1. PURCHASER SUPPORT STRUCTURE
The Purchaser support structure is organized in three levels:
Level 1 support provided by virtual Centralized Service Desk;
Level 2 touch-labor and more specialized support provided by CIS Support Unit or IT Service Kiosk;
Level 3 provided by centralized team of engineers
OBJECTIVES
With this SoW, the Purchaser aims to achieve the following objectives:
Leverage industry expertise and best practices in installation, configuration, monitoring and daily operation of commercial off the shelf (COTS) technologies and software in the end user computing area
Ensure healthy and functional end user computing environment providing to the end users devices that are compliant with the security and functional requirements
Improve the fault tolerance and disaster recovery of the IT systems thus enhancing the overall business continuity
Improve the maturity of the IT Operations by standardizing and optimizing activities and documenting procedures
To achieve these objectives, the Purchaser is looking for qualified technician Microsoft Configuration Manager (former SCCM) (Level 3/2 support system administrator) with estimation that the number of sprints require one resource.
During performance of the contract, the Contractor personnel will act as part of the Purchaser's IT support organization.
SCOPE OF WORK AND ASSOCIATED DELIVERABLES
Considering the extended period of execution and the rapid evolution of the commercial technologies and their use in NATO, the execution of the work in this SoW is measured in sprints, where each sprint is defined as deliverables produced by one person planned for a duration of one calendar week. The detailed tasks in each sprint will be determined at the start of each sprint by the Purchaser's authorized point of contact following the Scope of Work defined herein, and documented in writing.
4.1. SCOPE OF WORK
The SoW covers the following activities and tasks:
4.1.1. Package, deploy, monitor and troubleshoot applications and Microsoft updates in a timely manner
4.1.2. Manage user and device collections with automation in mind
4.1.3. Deploy, monitor and troubleshoot hardware-specific updates (BIOS, drivers)
4.1.4. Improve the maturity of the IT Operations
Develop, implement, improve and follow standard operating procedures and instructions on IT operation activities related to the MCM (former SCCM) system;
Develop, disseminate and improve instructions for Level 1 and Level 2 technicians
Perform on the job trainings as needed to team members, Level 1 and Level 2 technicians
Assist with resolving and delivery backlog activities/ projects on Kanban system
Provide minimum 2 Continued Service Improvement(CSI) in the area of work per 4 sprints
4.2. DELIVERABLES AND PAYMENT
The payment shall be dependent upon successful acceptance of the Certificate of Acceptance - (Annex B).
Invoices shall be accompanied by the Certificate of Acceptance (Annex B) signed by the Contractor and Purchaser's authorized point of contact.
The Purchaser reserves the possibility to exercise a number of options described herein, based on the same sprint deliverable cost, at a later time, depending on the priorities and requirements.
The following deliverables are expected from this statement of work are described below.
4.2.1. BASE 2025: period of performance 1 st of May 2025 (tentative) - 31 December 2025
Deliverable: 34 sprints of Desktop engineering support with specialization in end user system administration and maintenance (Number of sprints is calculated considering a starting date 01 May 2025. This will be adjusted based on actual starting date.)
Payment Milestones: Upon completion of each fourth sprint and at the end of the work. Completion of each milestone shall be accompanied documented in a Certificate of Acceptance (Annex B), signed for acceptance by the Purchaser's authorized point of contact and the Contractor.
4.2.2. 2026 OPTION: period of performance 01 January 2026 - 31 December 2026
Deliverable: 52 sprints of Desktop engineering support with specialization in end user system administration and maintenance (Number of sprints is estimated, this will be adjusted based on actual requirements and available funding.)
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 each fourth sprint and at the end of the work. Completion of each milestone shall be accompanied documented in a Certificate of Acceptance (Annex B), signed for acceptance by the Purchaser's authorized point of contact and the Contractor.
4.2.3. 2027 OPTION: period of performance 01 January 2027 - 31 Dec...
About the Company
EMW was founded in 1995 by engineers and managers who formerly held senior positions in well known telecommunications and information technology companies to pursue their vision for this new company. Our core business is providing information and communication technology services in the areas of planning, engineering and implementation; project and program management; systems integration; operations and maintenance; and training. Our competencies range over all aspects of inside and outside plant; feeder, access and inter-o... Know more
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