Description
Project Issue Escalation Coordinator wanted for our end client in the Hague!
Start:
Hours per week: 40 (5 business days between CET)
Assignment duration: 24 months
Working in a team of 5 persons
Hourly rate: euro 55 MAX
Within our client's Infrastructure Projects and Product Development (IPPD) organization an escalation process has been set up to involve senior and/or Infrastructure Supplier management to resolve blocking project issues. The Project Issue Escalation process is to be used to remove issues that block infrastructure projects from progressing. This process allows escalated project issues to be resolved at the correct management levels and provides clear visibility and reporting of all escalated project issues.
All infrastructure project issues can be escalated regardless of project phase, business unit, Infrastructure Suppliers or ownership. Besides the escalated projects issues, Systemic Issues are identified in order to resolve the underlying root cause of multiple recurring Escalated Project issues.
The Project Issue Escalation coordination team works with several senior management levels within the organisation and within the Infrastructure Service Providers.
Your job:
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 and drive towards resolution.
Organize and prepare the Project Escalation meetings depending on the assigned Escalation coordinator role. The Escalation coordinator role is responsible for all escalations at a certain escalation level. 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, initiate and lead meetings to get alignment between the initiator and resolving party and drive escalations towards resolution.
Provide status information and reports to the project escalation initiator, Infrastructure Suppliers, relevant people in the organization and other parties involved.
Assess submitted project escalations and decide if these are valid escalations or operational infrastructure issues. Create clear and to the point issue descriptions and resolution criteria.
For all new escalations, assess and gather all necessary information. Start the resolution process for the escalated project issue and involve representatives at escalation level 0 and level 1 and the KIPA Delivery Assurance person to assist with information gathering and with the escalation resolution.
Keep the escalation tool (SharePoint) up to date.
Create weekly, monthly and quarterly reports (excel and PowerPoint).
Identify, create and manage Systemic project issues regarding a specific supplier. This means adding value to senior management by creating RTG plans for systemic issues and report/monitor weekly to ensure progress.
Continually improve the Escalation process, tool and reports
Work closely with a large community of contact persons within the Supplier organizations and businesses
Skills required:
Excellent communication skills (verbally and written) in English
Consulting skills (quick understanding of complex issues and able to structure, define/explain to others )
Project Management skills (good understanding of Project Management, able to lead meetings and bring structure to complex situations)
Eager to resolve and drive complex issues towards resolution
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 and communicate with (verbally/written) persons on different management levels (Project Manager, Programme Director, Senior ITSO leadership team)
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: knowledge of Project Delivery Framework (PDF)
Good understanding of Microsoft products: Outlook, SharePoint, Excel and PowerPoint
Preference: knowledge of ITIL
Preference: Good understanding of the project and operational organization(s), service managers etc.
Is this you? Apply now! Please send us your ENGLISH CV including a short motivation.