The first ever Service Level Agreement for CIS Services between the NCI Agency and the International Staff and International Military Staff at NATO HQ was signed on 18 December to take effect from 1 January 2014.
The SLA was signed by the General Manager and by the senior customer representatives: Mr Anders Dam Jensen, Director ICTM, on behalf of the International Staff and by Commodore Simon Hardern EXCO International Military Staff.
The SLA has been developed throughout 2013 by a customer-supplier working group led by David Bizley, the Demand Management Account Manager for NATO HQ and Agencies, and including Frank Schnell from Sector Brussels and representatives from ICTM and the IMS. The SLA Tiger Team also contributed wider subject matter expertise from within Demand Management and across the Agency, including Vincent Roobaert from Legal, Emanuel Santos from Finance and Christine Vandenberghe from Acquisition, and many more of the Sector Brussels staff – a true team effort.