Issue Escalation Coordinator
"The Project Issue Escalation Coordinator role (part of the Initiation & Delivery Assurance function) 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 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 (XXXX and/or Supplier) 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,
Technical Skills and Experience
Analytical 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)
Prince2 Practitioner and/or IPMA-C and/or PMP certified preferred
Eager to resolve and drive complex issues towards resolution
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)
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. within
Soft Skills and Experience
Excellent communication skills (verbally and written) in English
Self starter and quick learner
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 and ITSO VP&CIO)
Responsible in order to perform the job role assigned independently (without direct oversight)
Motivated to perform an operational job
LET OP: Alleen Engelse profielen!
dinsdagmorgen 26 januari 2016 om 09:30 uur
Graag ontvangen wij van geschikte kandidaten een CV in Word formaat, een korte motivatie, het uurtarief incl. reiskosten excl. btw en eventuele geplande vakanties.
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