escalatieverantwoordelijke

The term escalatieverantwoordelijke refers to the person in an organization who is charged with overseeing the escalation process. Their main function is to ensure that issues or incidents that cannot be resolved at the front line are promptly moved to the next appropriate level and that the resolution is completed within agreed service levels.

Key responsibilities include monitoring incident queues, identifying cases that warrant escalation, coordinating with technical or specialist teams, and keeping relevant stakeholders informed. The role also involves analysing repeated escalation patterns, proposing process improvements, and documenting best practices for future handling.

An escalatieverantwoordelijke must possess strong diagnostic skills and in many organisations a solid understanding of the technical environment behind the incidents. In addition, good communication and project‑management skills are essential to liaise between support teams and senior management, to maintain clear escalation criteria, and to report on metrics such as mean time to resolution and escalation frequency.

The position is particularly critical in customer‑facing and IT service management contexts, where delayed or inefficient escalation can lead to customer dissatisfaction or downtime. By ensuring a systematic approach to escalation, the role helps maintain the overall quality of service and drives continuous improvement across the support organisation.