Location:

Mons, Belgium
Salary:

negotiable / YEAR
Job type:

FULL_TIME
Posted:

9 months ago
Category:
Deadline:

21/04/2025

JOB DESCRIPTION

SUMMARY

Within the Executive Management division (EM), the role of Infrastructure and Facilities Management (IFM) is to support NATO’s political and decision-making processes by managing and maintaining the NATO Headquarters site. IFM provides the International Staff (IS), International Military Staff (IMS), national Delegations, Partners, independent bodies, and all others accommodated at NATO Headquarters, with facility management services. IFM is responsible for the overall management, supervision, and technical and financial control, of all in-sourced and out-sourced facility, maintenance, transportation and logistics services, major and minor investment projects, and asset and inventory management in support of NATO Headquarters functions.

The Soft Services section is part of IFM and is responsible for the provision of the catering, cleaning, waste, retail, helpdesk, events coordination and exterior ground maintenance service at the NATO Headquarters.

The incumbent assists the Head, Soft Services in the establishment of contract technical specifications, technical work requirements, and performance criteria for service delivery in the domains of the soft services (catering, cleaning, retail, exterior ground maintenance, waste). They assist the Head, Soft Service for contract lifecycle management, ensuring that service providers and suppliers meet contract performance requirements in terms of quality, quantity, schedule, cost/price, and invoicing. The incumbent supervises the implementation of changes or specific projects for Soft Services’ contractors. They furthermore assure coordination with the NATO Office of Security (NOS) and Health and Safety Officer to guarantee contract compliance with all Security and Health and Safety rules. The incumbent is also responsible for all marketing related communication for internal commercial contractors and communication to all NATO staff related to Soft Services’ activities.

2. QUALIFICATIONS AND EXPERIENCE

ESSENTIAL

The incumbent must:

possess higher secondary education degree with 6 years of relevant experience in soft services’ environment, in large scale companies or public administration OR upper vocational training/ post-secondary degree in facilities, building or real estate sector with 3 years of relevant experience;
have proven experience in contract management;
have proven sufficient technical knowledge to follow up on soft services projects, contracts or issues;
demonstrate the capacity to analyze and establish requirements and problems, to work-out a quick fix with the contractors if required;
be competent with off-the-shelf analytical tools and software (e.g., MS Excel, Word and PowerPoint);
have good writing skills;
possess the following levels of NATO’s official languages (English/French): V (” Advanced”) in one; III (“Intermediate”) in the other.DESIRABLE

The following would be considered an advantage:

experience in soft services with multicultural customers;
experience in marketing communication;
experience working in a fast-paced environment;
experience working in project management.

3. MAIN ACCOUNTABILITIES

Expertise Development

Manage, track, and report on supplier performance throughout the contract lifecycle to ensure that service providers and suppliers meet contract performance requirements in terms of quality, quantity, schedule, cost/price, and invoicing. Manage complaints and coordination between contractors and NATO staff. Work on department guidelines and standard procedures, writing statement of works related to Soft Services’ contracts and coordinate with relevant offices and divisions (i.e. Office of Financial Control, NOS, etc.). Formalize service provider and supplier guidance and instructions under the supervision of the Head, Soft Services.

Project Management

Organize, plan, schedule and coordinate activities, de-conflicting activities with other NATO service providers and affected building occupants. Actively plan and manage soft services’ projects across the NATO HQ, including improvement and change projects. Be the point of contact for project follow-up and remediation of all Soft Services related day to day services and projects. Manage implementation / change projects for soft services contractors from conceptual development of the project until its start. Assure proper initiation of internal processes for invoicing and billing and review invoices for compliance with quantity and quality of the performed works or services.

Stakeholder Management

Assure coordination with the NOS, Health and Safety Officer and other IFM related sections, to guarantee works compliance with all security and health and safety rules during works execution. Communicate with external service providers to ensure clear identification and application of applicable contractual requirements and results. Work with the contractor to organize marketing or events towards the internal customers in order to improve the commercial visibility. Provide effective front desk service for all internal and external customers/contractors.

Information Management

Prepare all necessary internal and official correspondence required for the preparation, coordination and execution of soft services activities.

Perform any other related duty as assigned.

4. INTERRELATIONSHIPS

The incumbent reports to the Head, Soft Services and works in an autonomous environment at the NATO HQ. They work closely with the other IFM entities, NOS and other relevant NATO staff.

Direct reports: N/A

Indirect reports: N/A

5. COMPETENCIES

The incumbent must demonstrate:

Achievement: Works to meet standards;
Analytical Thinking: Sees basic relationships;
Clarity and Accuracy: Checks own work;
Conceptual Thinking: Sees patterns based on life/work experience;
Customer Service Orientation: Takes personal responsibility for correcting problems;
Empathy: Reads non-verbal cues and understands meanings;
Impact and Influence: Takes multiple actions to persuade;
Initiative: Is decisive in a time-sensitive situation;
Teamwork: Cooperates.