Description
For our international end client in The Hague we are looking for an escalation coordinator
Start:
Duration: 12 months
Rate: 55/hr max
Project Issue Escalation Coordinator
The Project Issue Escalation process is to be used to remove issues that block Infrastructure project from progressing. This process allows escalated project issues to be resolved at the correct management level and provides clear visibility and reporting of all escalated project issues. The Project Issue Escalation coordination team works with several senior management levels and within the Infrastructure Service Providers.
The Project Issue Escalation Coordinator role is responsible for the following:
- Manage the Project Issue Escalation process and the Systemic Project Issue process as process manager and process owner.
- Track and trace progress of the project issue escalations and systemic issues. Organize meetings/calls to discuss project escalations with all relevant parties involved.
- Organize and prepare the Project Escalation meetings depending on the assigned Escalation coordinator role.
Activities are:
- Tracking and tracing the status of project escalations with the party/person responsible to resolve, creating escalation meeting agendas, capturing updates and actions, keeping the escalation tool up to date, follow up on actions and advice/decide if escalations need to move up to the next escalation level.
- Provide status information and reports to the project escalation initiator, Infrastructure Suppliers, relevant people in the organisation and other parties involved.
- Assess submitted project escalations and decide if these are valid escalations or operational infrastructure issues.
- For all new escalations, assess and gather all necessary information. Start the resolution process for the escalated project issue and involve representatives at escalation.
- Keep the escalation tool (SharePoint) up to date.
- Create weekly, monthly and quarterly reports
- Identify, create and manage Systemic project issues regarding a specific supplier
- Continually improve the Escalation process, tool and reports
Skills required
- Excellent verbal and written communication in English
- Self starter and quick learner
- Team player
- Comfortable working with cross functional and global teams in a large, complex, dynamic and global company
- Ability to work with persons on different management levels
- Good understanding of Infrastructure projects and services
- Good understanding of Infrastructure outsourcing services and business
- Good understanding of the impact of project risks and issues on the business
- Accurate (regarding administrative part of the job)
- Responsible in order to perform the job role assigned independently (without direct oversight)
- Motivated to perform an operational job
- Good understanding of Project Management methods
- Preference: Understanding of Microsoft products: Outlook, SharePoint, Excel
- Preference: knowledge of ITIL
- Preference: Good understanding of the project and operational organization(s), service managers etc.
Is this you? Please send us your English CV including motivation!