Service Manager

We currently have a fantastic opportunity for a Dutch speaking Service Manager to be based anywhere in the Netherlands.

About Everbridge

Everbridge is the Global leader in Public Warning that automates and accelerates a government or agency’s operational response to critical events to keep people safe, assets protected and provide guidance for safety. Headquartered in the United States, with operations in Europe, India, APAC, Latin America, United Kingdom, our team of 2000+ dedicated employees support over 6000 global customers every day in their most crucial moments. During public safety threats such as Earthquakes, Tsunami’s, Floods, Fires as well as active assailant, terrorist attack or missing persons, Governments and agencies rely on our Public Warning platform to alert their citizens at risk quickly and reliably, automate the execution of pre-defined communications processes, and track progress on executing response plans.

Objective of the job

Service Managers are typically responsible for managing service level agreements with customers and external service providers.

What you'll do:

• Work to keep the managed service running and fault free
• Proactively take action to avoid platform issues
• Defining and managing service level agreements with customers.
• Managing external service providers.
• Analyzing and solving problems concerning the Everbridge products as reported by the customer (according to the Service Levels).
• Preparing reports and participating in monthly/quarterly meetings with the customer on the platform/application performance, incidents and SLAs
• Assist with the development of monitoring capabilities specific to our products but able to be used across several deployment patterns within the scope of managed services.
• Proactively monitor the outstanding incidents reported by the assigned customer.
• Providing feedback to the Everbridge Platform Engineering teams and product management teams on ways to improve the resilience of the platforms under management.
• Troubleshooting and problem solving with respect to the key activities on implementations into the managed service
• Reporting progress of escalated incidents/changes to customers and internal management (i.e., to the MS&S Manager in first instance).
• Reporting with respect to the key activities to the Implementation Project Managers, and/or other colleagues.

What you'll bring:

• Degree in Computer Engineering, Electronic Engineering or equivalent
• Experience as a Service manager in a customer facing operations role within a mission critical customer/application support environment within either governmental or mobile/telecom arena
• Good understanding of service design & transition, major incident management, problem, change & release Management, monitoring & reporting of the application, SLA management
• (ITIL) Service Management Expert
• Preferably experience on (mobile) Telecom networks (2G, 3G and 4G)
• Good interpersonal, communication and presentation skills whilst working internally, and externally with Customers
• Fluent in Dutch and English (verbal and in writing)
• Ability to work well under pressure, experienced in supporting business critical systems
• Excellent Customer Facing, being able to adapt to culture and habits of the customer
• Excellent communication skills - collaborative approach
• Able to apply judgement to decision making and prepared to make tough decisions
• Passionate about continuous service improvement and delivering results
• Excellent negotiation and relationship management skills
• Ability to establish strong working relationships with business and other stakeholders

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Why Everbridge:

At Everbridge, we value our employees and offer a competitive salary package along with an array of great benefits.

We believe in taking care of our team members, personally and professionally, and are dedicated to providing a supportive and rewarding work environment. Join us in our mission to ensure the safety and security of individuals and organizations across the globe.

About Everbridge

Everbridge (NASDAQ: EVBG) empowers enterprises and government organizations to anticipate, mitigate, respond to, and recover stronger from critical events. In today’s unpredictable world, resilient organizations minimize impact to people and operations, absorb stress, and return to productivity faster when deploying critical event management (CEM) technology. Everbridge digitizes organizational resilience by combining intelligent automation with the industry’s most comprehensive risk data to Keep People Safe and Organizations Running™. For more information, visit www.everbridge.com, read the company blog, and follow on Twitter. Everbridge… Empowering Resilience

Everbridge is an Equal Opportunity/Affirmative Action Employer. All qualified Applicants will receive consideration for employment without regard to race, creed, color, religion, or sex including sexual orientation and gender identity, national origin, disability, protected Veteran Status, or any other characteristic protected by applicable federal, state, or local law.