2026 - 0029 BMC Helix Itsm/srm Engineering Services (NS) - MON 20 Apr

BMC Helix ITSM/SRM Engineering Services

Provision of BMC Helix ITSM/SRM Engineering Services

Location: Brussels, BE

Full Time On-Site: Yes

Period of Performance: 2026 BASE: As soon as possible but not later than 01 June 2026 – 30 December 2026 with possibility to exercise the following options:

2027 Option 1: from 1 January 2027 until 30 December 2027

2028 Option 2: from 1 January 2028 until 30 December 2028

Required Security Clearance: NATO SECRET

The Agency 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 (DG IMS), through his/her delegated representatives ICTM/EXCO IMS, who act in the role of Intelligent Customer.

The Coherence (COH) Branch supports the Agency's Demand Management (DM) organization, and is responsible for liaison with all customers in the CSU's AoR and supports the Commander CSU in the role as NCIA representative and provides a single-entry point for customers. The Coherence Branch contributes and/or conducts monitoring and measurement of customer satisfaction. COH supports the management of all agreements concerning Service Provision, Operations and Exercises within the CSU AoR. The Coherence Branch supports Service Lines in the implementation and improvement of service management processes.

Within the Coherence Branch, the Service Management and Control (SMC) Team is responsible for the ITSM and System Monitoring Toolsets.

Under the direction of the Head of the Branch and the SMC Toolsets Manager, the BMC SRM Engineering Service Contractor is responsible for the maintenance, operating and upgrading the Service Request Management (SRM) system and datasets based on BMC Helix ITSM (a.k.a. BMC Remedy) and BMC Helix Service Request Management.

The ITSM systems are deployed on two networks over various classifications containing BMC ARS, BMC Mid-Tiers, BMC RSSO, BMC ITSM, BMC SRM, BMC SLM, BMC CMDB, BMC Discovery ver. 20.02 or later. The BMC SRM Engineering Service Contractor is responsible in creating and updating Processes and Service Requests and Reports.

NCIA NHQ SMC requires specialist support to design, develop, test and deliver Service Request Definitions (SRDs), BPMN process designs, and reporting for BMC Helix ITSM / SRM (ver. 20.02+). The contracting is based into a performance and delivery-based model with monthly measurable deliverables, acceptance criteria, KPIs and payment triggers. The main objectives of this statement of work can be summarized as follows:

• Service Catalogue Development: Design, develop, test, update and support the BMC Service Request Definitions based on the current BMC Service Request Management ver.20.02 and future BMC ITSM versions (e.g. BMC Digital Workplace Catalogue ver. 25.x) following the best practice standards.
• ITSM Reporting: Design, develop, test, update and support the BMC ITSM Reports based on the current BMC Smart Reporting version 20.02 and future BMC ITSM Reporting toolsets (e.g. BMC Helix Dashboards v25.x) following the best practice standards.
• Deliver Processes definitions, process design (BPMN), SRD specifications, SRD development, testing/UAT, and required reports.
• Target up to 18 points per month (complexity-weighted) equivalent to approximately 2 - 6 Processes and SRDs monthly.
• Provide monthly evidence enabling the SMC Manager to validate and accept deliverables.
• ITSM Documentation: Documenting the developed and updated ITSM code, Service Request Definitions and Reports, and creating the Knowledge Articles.

Monthly deliverables (per SRD):

• Meetings with the processes' stakeholders.
• BPMN process diagram and process documentation uploaded to the portal.
• SRD design (fields, workflows, approvals, AOT/PDT definitions).
• Developed SRD deployed to test and production after acceptance.
• UAT report (testers, defects, remediation).
• Smart Report/dashboard item if required.
• Monthly summary report (points delivered, links to artifacts, blockers, next month plan).

Supporting activities:

• Facilitating and attending design workshops, UAT sessions, planning and weekly standups.
• Maintaining code/configuration documentation.
• Providing knowledge transfer and documentation updates.
• Meetings, workshops, documentation, and knowledge transfer are supporting activities (not billable units) and shall be included within the fixed price of the Deliverables.
• These activities are required to produce the outcome-based deliverables and do not trigger payment.

The expected delivery rate is planned as an average of approximately eighteen (18) performance points per month, based on the agreed annual performance target.

Monthly delivery may vary due to operational priorities, dependencies, or other agreed factors. Variations in monthly delivery do not constitute non-performance, provided that the cumulative delivery over the applicable performance year meets the agreed annual performance target.

The composition of SRDs and reports contributing to the monthly delivery shall be agreed during the monthly planning meeting.

After the first three (3) months, the complexity model and planning assumptions may be adjusted by mutual written agreement between the Contractor and NCIA, represented by the SMC Manager.

The Contractor shall 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, up to 18 hours (3 days) per month as requested by the SMC Manager.

The following KPIs shall be used to monitor delivery progress and quality on a monthly basis:

• Delivery progress: Monthly delivery aligned with the agreed planning baseline, contributing toward the annual performance target.
• On-time delivery: ≥ 90% of accepted deliverables delivered within the agreed monthly planning window.
• UAT defect density: ≤ 2 critical defects per SRD.
• Stakeholder satisfaction: average ≥ 4/5.

The Contractor shall deliver services 100% on site at NCIA, Brussels Belgium.

The contractor shall report to the Head of NHQ Service Management and Control Section.

The contractor shall participate in weekly 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 Team Leaders instructions.

For each point to be considered as complete and payable, the contractor must report the outcome of his/her service during the month, first verbally during the retrospective meeting and then in written within three (3) days after the month's end date. The format of this report shall be a short email to the NCIA Point of Contact mentioning the service held and the development achievements during the month.

All the deliverables provided under this statement of work shall be based on NCIA templates or agreed with the project point of contact.

All support, maintenance, documentation and required code shall be stored under configuration management and/or in the provided NCIA tools.

All developed solutions, tools and code under this project shall be property of NCIA.

The performance of these services requires a valid NATO SECRET security clearance.

The expected classification level of the deliverables is up to NATO SECRET.

The execution of the services may require the consultants to access information, as well as CIS systems, classified up to NATO SECRET.

This is a deliverables-based contract.

The contractor will be required to provide the service 100% on-site at NCIA, NATO Headquarters – Brussels - Belgium. Exceptional off-site activities to support service delivery may also be arranged with the line manager's coordination and approval, but not to exceed 1 day per week teleworking from Belgium, providing services during NATO HQ working hours.