Platform Service Manager: Incident & ITIL Lead

Anaplan; York and North Yorkshire; On-site; GBP 65,000 - 90,000; Full time

Job summary

Anaplan is seeking a self-motivated Service Manager to join a cross-functional Platform Engineering team in the UK. You will help ensure the stability and resilience of the Anaplan platform, a business-critical, high-availability system used by hundreds of software engineers and thousands of customers.

You will own incident management, drive ITIL/ITSM improvements, and act as a key liaison across engineering, customer success, and partners.

Qualifications

• Solid understanding of ITSM and ITIL principles.
• Experience leading incident management processes and on-call rotations.
• Ability to analyse operational data and derive actionable improvements.
• Strong communication with partners and customers across regions.

Responsibilities

• Lead incident management and 24/7 on-call coordination.
• Drive proactive service improvements and root-cause analysis.
• Define and refine ITIL/ITSM processes and SOPs.
• Communicate clearly with partners to manage expectations and SLAs.

Skills

ITIL/ITSM expertise

Incident management

Data analysis

Customer communications

On-call experience

Cross-functional collaboration

Tools

Jira

PagerDuty

Confluence

Statuspage

Job description

Anaplan is seeking a self-motivated Service Manager to join a cross-functional Platform Engineering team in the UK. You will help ensure the stability and resilience of the Anaplan platform, a business-critical, high-availability system used by hundreds of software engineers and thousands of customers.

You will own incident management, drive ITIL/ITSM improvements, and act as a key liaison across engineering, customer success, and partners.