2025-0236 Service Support Specialist (NS) - FRI 15 Aug EXTENDED

EMW, Inc.; London Borough of Hillingdon; On-site; GBP 40,000 - 60,000; Full time

Job summary

A defense contractor is seeking a Service Support Specialist in Northwood, UK. The role requires providing technical support, coordinating exercises, and managing service delivery within NATO standards. Candidates should have a security clearance and relevant ICT experience. This is a full-time on-site position with opportunities for additional contract periods.

Qualifications

• At least 2 years of experience in ICT engineering and/or secure networks management.
• Demonstrated ability to work collaboratively in a team environment.
• Demonstrated ability to handle stressful situations calmly.

Responsibilities

• Provide day-to-day PLT012 support including creating and managing tickets.
• Coordinate operations and exercises with MARCOM and technicians.
• Participate in status update meetings and sprint planning.

Skills

Excellent written and verbal communication skills

Strong analytical skills

Ability to work independently

Experience in ICT service delivery

Empathy and patience

Education

Higher Secondary education or vocational training

Job description

Social network you want to login/join with:

2025-0236 Service Support Specialist (NS) - FRI 15 Aug EXTENDED, Northwood

col-narrow-left

Client:

EMW, Inc.

Location:

Northwood, United Kingdom

Job Category:

Other

-

EU work permit required:

Yes

col-narrow-right

Job Reference:

d42fa526eead

Job Views:

8

Posted:

12.08.2025

Expiry Date:

26.09.2025

col-wide

Job Description:

Bidding Instructions - Technical Proposal:

Bidders shall submit a proposal clearly providing the following information: CVs and attestation of the assigned resource(s) for the project. Each CV shall contain accurate contact details for reference person(s) for each of the listed professional experiences relevant to this Statement of Work

Deadline Date: Friday 15 August (was Tuesday 5 August 2025)

Requirement: Service Support Specialist

Location: Northwood, UK

Full Time On-Site: Yes

Time On-Site: 100%

Period of Performance: 2025 BASE: As soon as possible but no later than 10 September 2025 until 31 December 2025 with possibility to exercise the following options:

• 2026 Option: 1 January 2026 until 31 December 2026

• 2027 Option: 1 January 2027 until 31 December 2027

• 2028 Option: 1 January 2028 until 31 December 2028

Required Security Clearance: NATO SECRET

INTRODUCTION

NATO Communications and Information Agency (NCIA) CIS Support Unit (CSU), located in NORTHWOOD, United Kingdom (GBR) enables end-to-end Communication and Information Systems (CIS) services via the installation, operation, maintenance and support of the full range of CIS capabilities to their operational partner, Allied Maritime Command (MARCOM).

SCOPE OF WORK

CSU Northwood is looking to resource the Service Support Specialist function which is providing the PLT012 Maritime Command and Control Platform (MAR C2P) Service to the Allied Maritime Command users.

The resource will be part of the wider CSU Northwood support team and will provide the service using an agile and iterative approach during multiple sprints.

In support of MARCOM’s mission, the Service Support Specialist is responsible for capturing all SNF Flagship handover CIS requirements in line with the Schedule of Operations and coordinating pre-installation ship surveys prior to the Flagship handover and the CIS transfer at handover. This will include the NATO CIS equipment to be deployed including the NATO UHF TACSAT. This incumbent is also responsible for coordinating the delivery of PLT012 service for MARCOM’s Ops and Exercise program and will, on receipt of the Ops/Exercise CIS Service Matrix (CISSM), staff these requirements through to the service delivery.

Each sprint is planned for a duration of 1 calendar month and each sprint will consists of 3 deliverables:

1. Provide day-to-day PLT012 support including creating and managing tickets within the NCIA IT Service Management (ITSM) system (For full service description of the PLT012 service, please visit the online Service Catalogue accessible at https://coi.nato.int/Pages/ServiceCatalogue/CPSList.aspx)

2. Coordinating on-going and future Operations and Exercises with MARCOM and technicians

3. Coordinating port/ship entrance for TDY personnel attending operations and exercises.

The content and scope of each sprint will be agreed during the sprint-planning meeting, in writing, based on the activities mentioned above.

DELIVERABLES AND PAYMENT MILESTONES

The payment shall be dependent upon successful acceptance of the Delivery Acceptance Sheet (DAS) – (Annex A).

Invoices shall be accompanied with a Delivery Acceptance Sheet (Annex A) signed by the Contractor and line manager.

Deliverable: 4 Sprints providing PLT012 support: Provide day-to-day PLT012 support including creating and managing tickets within the NCIA IT Service Management (ITSM) system; Coordinating on-going and future Operations and Exercises with MARCOM and technicians; Coordinating port/ship entrance for TDY personnel attending operations and exercises

Payment Milestones: Upon successful completion of each sprint

2026 OPTION: 1 January 2026 to 31 December 2026

Deliverable: Up to 12 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 successful completion of each sprint

2027 OPTION: 1 January 2027 to 31 December 2027

Deliverable: Up to 12 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 successful completion of each sprint

2028 OPTION: 1 January 2028 to 31 December 2028

Deliverable: Up to 12 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 successful completion of each sprint

COORDINATION AND REPORTING

The resource shall participate in status update meetings, sprint planning, and other meetings, physically in the office, or in person via electronic means using Conference Call capabilities, according to line manager’s instructions.

For each sprint to be considered as complete and payable, the contractor must report the outcome of his/her work during the sprint, first verbally during the retrospective meeting and then in written within three (3) days after the sprint’s end date. The format of this report will be aligned with the line manager’s requirements, providing a concise overview of the work completed and the development achievements during the sprint.

Acceptance of each sprint completion will be documented in Annex A - Delivery Acceptance Sheet.

SCHEDULE

This task order will be active immediately after signing of the contract by both parties.

The BASE period of performance starts 10 September 2025 and will end no later than 31 December 2025.

If the 2026 option is exercised, the period of performance is 01st January 2026 to 31st December 2026.

If the 2027 option is exercised, the period of performance is 01st January 2027 to 31st December 2027.

If the 2028 option is exercised, the period of performance is 01st January 2028 to 31st December 2028.

CONSTRAINTS

All the deliverables provided under this statement of work will be based on NCIA templates or agreed with the line manager.

All documentation will be stored under configuration management and/or in the provided NCIA tools. All the deliverables of this project will be considered NATO UNCLASSIFIED.

Part of the work may involve handling classified networks, therefore, a security clearance at the right level is expected for the contractor(s) undertaking this service. This security must be in place before applying for this contract to be considered compliant.

Personnel will work normal required office hours onsite to deliver the deliverables, and may be required to travel to other NATO locations, if necessary. 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.

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.

QUALIFICATIONS

[See Requirements]

Requirements

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.

QUALIFICATIONS

This work requires a resource with the following qualifications and experience:

• The candidate has a security clearance, provided by the national security organization valid at the time of submission of the bid and covering the period of the contract.
• Minimum 2 years of experience from Information and Communication Technology (ICT) service delivery.
• Minimum of 2 years of experience in ICT engineering and/or the management of a secure networks.
• Higher Secondary education and completed higher vocational training leading to a formal technical or professional certification with 3 years function related experience, or a Secondary education and completed advanced vocational training leading to a professional qualification or professional accreditation with 5 years post related experience.
• Ability to work independently and manage multiple tasks simultaneously.
• Demonstrated ability to work collaboratively in a team environment and interact positively with multiple departments
• Excellent written and verbal communication skills, capable of conveying complex technical information in a user-friendly manner
• Demonstrated ability to handle stressful situations with calmness, ensuring the user feels supported throughout their interaction. Empathetic and patient, understanding the frustrations users may feel and aiming to alleviate them. Positive attitude and a genuine desire to assist and educate users.
• Strong analytical skills, capable of quickly identifying issues and determining the most efficient resolution.

Desirable qualifications and experience

• Knowledge and experience of working with NCI Agency.
• Knowledge and experience of working within policy, procedures, and organization of NATO CIS.
• Knowledge and experience with agile implementation methodology.
• Level 3 English language skills according to NATO STANAG 6001: Listening (3); Speaking (2); Reading (3); and Writing (2) or according to Common European Framework of Reference for Language level B2-C1/Upper Intermediate-Advanced level)