Escalation Coordinator

We are looking for an Escalation Coordinator for one of the Netherlands biggest companies in The Hague. This roles revolves around organizing and planning the escalations within the infrastructure department.

What this job entails:

- 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. The Escalation coordinator role is responsible for all escalations at the assigned 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
- Keep the escalation tool in 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, Infrastructure Projects & Product Development organization and businesses

Michael Bailey International is acting as an Employment Business in relation to this vacancy.