Platform Incident & ITSM Service Manager

Anaplan; York and North Yorkshire; Presencial; GBP 65.000 - 90.000; Tempo integral

Resumo da vaga

Anaplan in the United Kingdom seeks a self‑motivated Service Manager to join the Platform Service Management team. You will support systems used by hundreds of software engineers and thousands of customers, collaborating with engineering, security and operations to streamline delivery and platform stability.

You will triage incidents, participate in a global on-call rotation, and drive proactive Problem Management to reduce recurring issues while upholding SLAs and driving operational excellence

Qualificações

• Experience: Commercial experience in Major Incident Management, Problem Management, and Relationship Management with ITIL/ITSM.
• Certifications: ITIL v5, v4, or v3 required; Prince2 and MIM Professional Level 1/2 desirable.
• Education: Degree or equivalent industry experience.
• ITSM Expertise: Solid understanding with a curious, problem-solving mindset.
• Communication & Collaboration: Strong, customer-centric communication and cross-functional influence.
• Ownership: High accountability and independent working ethic.

Responsabilidades

• Assess events impacting the Anaplan platform and customers.
• Participate in 24/7/365 on-call rotation for Incident Management.
• Support incident declarations, manage channels, and triage teams.
• Oversee incidents to resolution in a follow-the-sun model.
• Mitigate risk by restoring services and documenting workarounds.
• Ensure SLA compliance and incident response meets commitments.
• Lead investigations for major incidents and define problem tasks.
• Identify recurring issues and initiate Problem Management.
• Define and refine ITIL/ITSM processes and SOPs.
• Investigate root causes, analyze data trends, and manage dashboards.
• Communicate clearly with engineering teams, customer success, leadership, and customers.

Conhecimentos

Major Incident Management

Incident Management

ITIL/ITSM

Relationship Management

Communication

Cross-functional collaboration

Formação

Bachelor's degree or equivalent

Ferramentas

Jira Software

Jira Service Management

Statuspage

Confluence

PagerDuty

SharePoint

Descrição da vaga

Anaplan in the United Kingdom seeks a self‑motivated Service Manager to join the Platform Service Management team. You will support systems used by hundreds of software engineers and thousands of customers, collaborating with engineering, security and operations to streamline delivery and platform stability.

You will triage incidents, participate in a global on-call rotation, and drive proactive Problem Management to reduce recurring issues while upholding SLAs and driving operational excellence