Deadline Date: Thursday 18 September 2025
Requirement: Provision of SATCOM EHF/UHF SATCOM Support Technician Services
Location: Mons, BE
Full Time On-Site: Yes
Time On-Site: 100%
Period of Performance: 2025 Base: As soon as possible but not later than 03 November 2025 (tentative) – 31 December 2025, with the possibility to exercise following options:
• 2026 Option: 01 January 2026 – 31 December 2026
• 2027 Option: 01 January 2027 – 31 December 2027
• 2028 Option: 01 January 2028 – 31 December 2028
Required Security Clearance: NATO COSMIC TOP SECRET
1 PROJECT SPECIFICS
Background
The NCI Agency has been established with a view to meeting the collective requirements of some or all NATO nations in the fields of capability delivery and service provision related to Consultation, Command & Control as well as Communications, Information and Cyber Defence functions, thereby also facilitating the integration of Intelligence, Surveillance, Reconnaissance, Target Acquisition functions and their associated information exchange.
The NATO Communications and Information Agency (NCI Agency) 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 NCI Agency plays a crucial role in maintaining NATO’s technological edge and ensuring the collective defence and crisis management capabilities of the Alliance. In pursuit of our mission, we require specialized advisory services to enhance our interim workforce capacity.
Introduction
To ensure continuity of service delivery and lifecycle management of NATO’s EHF and UHF SATCOM systems, the Agency seeks outsourced service support. The Contractor shall deliver EHF/UHF SATCOM support services covering operations, maintenance, configuration, incident management, documentation, and coordination. Services will be delivered as part of the SATCOM UHF Segment Service Delivery framework, ensuring alignment with NATO’s mission-critical availability and security requirements..
This position will be based at NCI Agency HQ, Mons, Belgium, with work conducted on-site in a secure operational environment.
Problem Statement
• Current State: The increasing complexity of NATO’s EHF and UHF infrastructure requires dedicated support to sustain system performance, reliability, and compliance. A lack of service continuity may lead to communication outages, degraded resilience, or loss of operational capability in critical NATO missions..
• Impact: A lack of technical continuity may result in configuration drift, missed updates, or audit non-compliance, ultimately affecting mission-critical service availability and NATO cyber defence posture.
• End State: Through this service contract, NATO will ensure high-availability EHF/UHF SATCOM support, with proactive fault resolution, system documentation, and readiness for operational deployments.
2 DESCRIPTION OF DELIVERABLES (KEY RESPONSIBILITIES.)
The Contractor shall provide EHF/UHF SATCOM Support Services, including but not limited to:
Operations & Maintenance (O&M):
Provide O&M support for EHF/UHF SATCOM systems, including static sites, tactical terminals, and site-specific equipment racks.
Monitor, operate, and maintain systems ensuring optimal performance and compliance with NATO standards.
Configuration & Technical Support:
Configure and maintain SATCOM systems (including EHF racks, UHF systems, audio matrix equipment).
Maintain the UHF/EHF operational database for NATO users.
Implement and document configuration changes using Agency-approved tools.
Incident & Problem Management:
Provide second-level technical support for faults, outages, and escalated issues.
Conduct fault analysis, incident resolution, and trend analysis, proposing corrective actions and preventive measures.
Support emergency interventions and hazard mitigation.
Documentation & Reporting:
Maintain operational manuals and configuration control documentation.
Deliver monthly system reports summarizing activities, incidents, risks, and recommendations.
Prepare accreditation evidence, audit records, and compliance reports.
Coordination & Support:
Liaise with NCIA program managers and operations teams to support project and urgent requirements.
Provide technical input for inspections, enhancements, and configuration change proposals.
Support service improvement initiatives aligned with modernization programs.
Travel & Exceptional Support:
Provide on-site support at Mons, Belgium, with occasional travel to NATO/national facilities as required.
Ensure readiness to support operational deployments and exercises.
3 REPORTING
The contractor shall produce the following deliverables:
1. Operational Status Reports – Bi-weekly reports covering system health, incidents, and activities.
2. Configuration Management Reports – Monthly reports on changes, updates, and baselines.
3. Fault and Incident Reports – Real-time documentation of faults and corrective actions.
4. Service Performance Reports (Annex B) – Monthly service-level report against KPIs.
5. Audit Support Package – Accreditation documentation, corrective measures, and evidence.
6. Final Handover Report – Summary of service period, risks, and forward recommendations...
4 SERVICE KPIs AND PENALTIES
The penalties defined below will apply to the payment amount based on the performance results measured through Annex B - Monthly Service Performance Report Acceptance
Objective KPI01: EHF/UHF System Availability
Standard: % of Completion
Performance Threshold: of the measured period
Penalty (if under performance threshold): 1%
Method of Report: Monthly Report
Objective KPI02: Fault Resolution Compliance (within SLA)
Standard: % of Completion
Performance Threshold: 100%
Penalty (if under performance threshold): 1%
Method of Report: Incident Reports
Objective KPI03: Configuration Documentation Accuracy
Standard: % of Completion
Performance Threshold:
Penalty (if under performance threshold): 1%
Method of Report: Audit Review
Objective KPI04: Compliance with Security Accreditation
Standard: % of Completion
Performance Threshold: of the measured period
Penalty (if under performance threshold): 1%
Method of Report: Accreditation Evidence
Objective KPI05: Delivery of Monthly Reports
Standard: % of Completion
Performance Threshold: of the measured period
Penalty (if under performance threshold): 1%
Method of Report: Monthly Report
5 PAYMENT MILESTONES
1. The payment shall be dependent upon successful acceptance of the Monthly Service Performance Report Acceptance (Annex B) signed by the SATCOM Operations Manager.
2. Invoices shall be accompanied by the Monthly Service Performance Report (Annex B) signed by the SATCOM Operations Manager.
3. Payment schedule will be according to payment milestones upon completion. Upon completion and validation of each milestones and at the end of the monthly milestone, following the acceptance of the Monthly Service Performance Report.
Payments will be made according to the following schedule:
2025 BASE performance – 03rd of November 2025 (tentative) to 31 December 2025:
Associated Deliverables: Provision of SATCOM System Management Services
Completion Deadlines: 30 Nov 2025, 31 Dec 2025
Monthly Payment Amount: 1/2 total cost for 2025 per month of ceiling price. For the first month, the payment will be adjusted pro-ratio depending on actual starting date.
Monthly Payment Document: Completion of each milestone will be documented in the Monthly Service Performance Report (Annex B), which will be signed for acceptance by the Station Commander or authorized point of contact and the Contractor. This document will accompany the invoice.
2026, 2027, 2028 OPTIONS: 01 JANUARY TO 31 DECEMBER 2026/2027/2028
Associated Deliverables: Provision of SATCOM System Management Services
Completion Deadlines: 31 Jan, 28 Feb, 31 Mar, 30 Apr, 31 May, 30 Jun, 31 Jul, 31 Aug, 30 Sep, 31 Oct, 30 Nov, 31 Dec
Monthly Payment Amount: 1/12 total cost for calendar year
Monthly Payment Document: Completion of milestone shall be accompanied documented Monthly Service Performance Report Acceptance (Annex B) signed by the Station Commander or authorized point of contact and the Contractor. This document will accompany the invoice.
6 PRACTICAL ARRANGEMENTS
Place of Performance: Work will be conducted primarily on-site in Mons, Belgium in designated as Class I and II Security Area.
Travel Requirement: Travel may be required to other Purchasers’ locations on exceptional basis. Travel arrangements will be the responsibility of the contractor and the expenses will be reimbursed in accordance with Article of AAS Framework Contract and within the limits of the NCIA Travel Directive.
Hours of Operation: The Contractor is expected to follow the Purchaser’s working hours—Monday to Thursday from 08h30 until 17h30 and Friday from 08h30 until 15h30.
Coordination and Reporting: The Contractor shall produce Monthly Service Performance Reports in the form of email updates. These reports will be coordinated with the NCIA POC and will include details of the activities performed, the completed KPIs, and any applicable penalties.
Safety and Compliance and other arrangement:
• Follow all safety protocols to prevent accidents and injuries.
• Ensure compliance with agency, industry standards and regulations.
• The Contractor shall manage and be responsible for all activities mentioned in the Section 2.
• The Supplier shall strive to lower the rotation of Contractor’s personnel and maintain the same staff Contractor working under this SoW.
• The Purchaser will support the Contractor with access to the IT systems as required.
• The Contractor shall install and operate the equipment following the manufacturer’s requirements.
• The Contractor shall minimize the impact to the service during the execution of the work.
• The Contractor shall bring immediately to the attention of the Purchaser Point of Contact on-site any issues preventing the execution of the work.
SERVICE DELIVERY REQUIREMENTS
[See Requirements]
Requirements
SERVICE DELIVERY REQUIREMENTS
One resource is required to deliver the services under this SOW, with the below requirements:
The Contractor shall fulfil the following requirements:
1. Security Clearance: The Contractor shall possess valid NATO-CTS Personal Security Clearances for the duration of the Contract performance.
2. Language Proficiency: English: C1
Qualifications:
3. Education: University Degree in Telecommunications, Electronics, or a related field, with at least two years of post-related experience; or Higher Vocational Training with a minimum of five years of post-related experience.
4. SATCOM Expertise: Minimum of three years of practical experience in SATCOM systems, including UHF, SHF, HF and EHF systems.
5. Technical Expertise: Familiarity with modern military communication networks, including interfaces, protocols, and experience with SATCOM Operations.
6. Customer Service and Incident Management: Experience in service management (incident, problem management, etc.) and a customer-focused approach in a control centre environment.
7. NATO Environment: Prior experience working in a NATO or multinational military setting, with a solid understanding of NATO operational standards and protocols.