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Soft Services Facility Coordinator

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 service section is part of IFM and is responsible for the provision of the catering, cleaning, waste and exterior ground maintenance service at the NATO Headquarters.

The incumbent will assist the Head, Soft Service 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, exterior ground maintenance, waste). S/he will 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. S/he is also responsible for tracking, and reporting contract budgets and performance in accordance with NATO financial and procurement regulations. The incumbent will supervise the implementation of changes or specific projects for catering, waste & retail contractors from concept of the project until the opening including H&S procedures and follow-up. S/he will finally 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 Must

  • have a good general education, supplemented by a certificate in facilities, building or real estate sector or relevant equivalent experience;
  • possess at least 4 years of relevant experience in a similar function;
  • have proven sufficient technical knowledge to follow up on soft services projects or issues;
  • demonstrate the capacity to analyse requirements and problems, to work-out a quick-fix if required, as well as establish long-term requirements and instruct contractors accordingly;
  • have proven experience in project management;
  • be competent with off-the-shelf analytical tools and software (e.g., MS Excel, Word and PowerPoint);
  • have experience in large scale companies or public administration;
  • possess the following levels of NATO’s official languages (English/French): V (”Advanced”) in one; III (“Intermediate”) in the other.
The Following Would Be Considered An Advantage
  • 6 years of relevant experience in a similar function;
  • familiarity with Facility Management Information System (FMIS) solutions;
  • experience in corporate catering with multicultural customers;
  • experience working in the public sector environment;
  • experience working in a fast paced environment.

Project Management
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. Organise, plan, schedule and coordinate activities, de-conflicting activities with other NATO service providers and affected building occupants. Actively plan and manage soft services project across the NATO HQ Headquarter, including improvement and change projects. Be the point of contact for technical follow-up and remediation of all Soft Services related issues and projects. Manage implementation / change projects for catering, waste & retail contractors from concept of the project until the opening.

Planning and Execution
Organise, coordinate and monitor the day to day service delivery in the domains of Soft services.

Expertise Management
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. Work on department guidelines and standard procedures.

Stakeholder Management
Assure coordination with the NATO Office of Security (NOS) and Health and Safety Officer to guarantee works compliance with all security and health and safety rules during works execution. Formalise service provider and supplier guidance and instructions under the supervision of the Head Soft Services.

People Management
Communicate with external service providers to ensure clear identification and application of applicable contractual requirements and results. Work with the contractor to organise 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.

Financial Management
Track, and report on contract budgets in accordance with NATO Financial, Procurement, and Budget regulations.

Information Management
Prepare all necessary internal and official correspondence required for the preparation, coordination and execution of soft services contracts. Provide and analyse information on work carried out through the FMIS system (e.g. Planon).

Perform any other related duty as assigned.

The incumbent reports to the Head, Soft Services and works in an autonomous environment at the NATO HQ. S/he works closely with the other IFM entities. S/he will consult with the Head of Section to determine the best course of action for the use and liaison with external contractors used for the provision of the soft services. S/he reviews works executed by colleagues and external contractors.

Direct reports: N/a

Indirect reports: N/a.

The Incumbent Must Demonstrate
  • Achievement: Works to meet standards.
  • Analytical Thinking: Sees basic relationships;
  • Customer Service Orientation: Takes personal responsibility for correcting problems;
  • Flexibility: Acts with flexibility;
  • Initiative: Is decisive in a time-sensitive situation;
  • Organisational Commitment: Supports the Organization;
  • Self-Control: Responds calmly;
  • Teamwork: Expresses positive attitudes and expectations of team or team members.
Contract to be offered to the successful applicant (if non-seconded): Definite duration contract of three years’ duration; possibility of an indefinite duration contract thereafter.

Contract Clause Applicable
In accordance with the NATO Civilian Personnel Regulations, the successful candidate will receive a definite duration contract of three years, which may be followed by an indefinite duration contract.

If the successful applicant is seconded from the national administration of one of NATO’s member States, a 3-year definite duration contract will be offered, which may be renewed for a further period of up to 3 years subject to the agreement of the national authority concerned. The maximum period of service in the post as a seconded staff member is six years.

Serving staff will be offered a contract in accordance with the NATO Civilian Personnel Régulations.

Irrespective of previous qualifications and experience, candidates for twin-graded posts will be appointed at the lower grade. Advancement to the higher grade is not automatic, and will not normally take place during the first three years of service in the post.

Under specific circumstances, serving staff members may be appointed directly to the higher grade, and a period of three years might be reduced by up to twenty four months for external candidates. These circumstances are described in the IS directive on twin-graded posts.

Please note that we can only accept applications from nationals of NATO member countries.

Applications Must Be Submitted Using E-recruitment System, As Applicable
  • For NATO civilian staff members only: please apply via the internal recruitment portal (for more information, please contact your local Civilian HR Manager);
  • For all other applications:
Please note that at the time of the interviews, candidates will be asked to provide evidence of their education and professional experience as relevant for this vacancy.

Appointment will be subject to receipt of a security clearance (provided by the national Authorities of the selected candidate) and approval of the candidate’s medical file by the NATO Medical Adviser. More information about the recruitment process and conditions of employment, can be found at our website (

NATO as employer values diverse backgrounds and perspectives and is committed to recruiting and retaining a diverse and talented workforce. NATO welcomes applications of nationals from all Member States and strongly encourages women to apply.

Building Integrity is a key element of NATO’s core tasks. As an employer, NATO values commitment to the principles of integrity, transparency and accountability in accordance with international norms and practices established for the defence and related security sector. Selected candidates are expected to be role models of integrity, and to promote good governance through ongoing efforts in their work.

Due to the broad interest in NATO and the large number of potential candidates, telephone or e-mail enquiries cannot be dealt with.

Applicants who are not successful in this competition may be offered an appointment to another post of a similar nature, albeit at the same or a lower grade, provided they meet the necessary requirements.

The nature of this position may require the staff member at times to be called upon to travel for work and/or to work outside normal office hours.

The organization offers several work-life policies including Teleworking and Flexible Working arrangements (Flexitime) subject to business requirements.

Please note that the International Staff at NATO Headquarters in Brussels, Belgium is a non-smoking environment.
Raphael Pèrez

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