Service Manager

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 has an opportunity for a self-motivated Service Manager to join a cross-functional engineering team, playing a pivotal role in supporting the platforms used by hundreds of software engineers and thousands of customers. Working within the Platform Engineering group that supports Software Development, Ops, Security, and more, you and the team will streamline the delivery of the Anaplan platform - a business-critical, tier-one system that must be highly available with low latency despite complexity and scale. The Platform Service Management team defines and supports the tools and processes for platform stability and resilience, promoting operational excellence. The team's skills include supporting and developing ITIL and ITSM procedures; incident and problem management; service improvement plans; analysis of operational data; and liaising with technical teams, customer success departments, and customers. We have unparalleled access to our users - they are our colleagues!

Impact

Your Impact As a Service Manager, you will be a pivotal member of a cross-functional engineering team, ensuring the stability and resilience of our business-critical platform. Your primary impact will be driving operational excellence through three pillars:

Leading Incident Management

• Assessing and triaging technical events impacting the Anaplan platform and customers
• Participating in a 24/7/365 on-call rotation for Incident Management, shared between UK, US, and India service teams
• Supporting the declaration of incidents or outages, managing incident channels, and identifying triage teams
• Managing incident communications per documented procedures and providing ongoing lifecycle reporting to incident partners as investigations and mitigation actions evolve
• Mitigating and containing risk to the business by restoring services to customers as quickly as possible
• Supervising ongoing active incidents, including extended and after-hours critical issues
• Leading, driving, and facilitating all investigation activities related to major platform incidents
• Ensuring workarounds or fixes for known errors are in place and documented as appropriate
• Conducting post-incident reviews (PIRs) for all major incidents and defining problem tasks to reduce the risk of recurrence
• Documenting incident-response compliance with customer Service Level Agreements (SLAs)

Driving Proactive Improvement

• Defining, documenting, and refining core service management processes and SOPs based on ITIL/ITSM principles
• Investigating and obtaining root cause analysis (RCA) for incidents
• Managing incident dashboards and generating incident and outage reports for data/trend analytics
• Analysing data, understanding trends, presenting findings, and offering improvements and resolutions to system issues
• Proactively detecting and preventing future problems/incidents and initiating the Problem Management process to allow quicker diagnosis and resolution
• Collaborating with engineers to refine operations and deliver/restore service more efficiently
• Building a knowledge management and sharing environment for incident troubleshooting
• Helping to define and implement ITIL/ITSM practices to effectively manage platform services and improve customer experience

Serving as a Key Liaison

• Write clear, well-documented, and concise internal and customer-facing communications at all times
• Provide clear, concise communications for managing expectations and ensuring SLA compliance
• Advise your manager on any support issues from partners which inhibit restoration of services
• Demonstrate an understanding of, and engagement with, the problem management, service improvement plan, and supportability approach
• Understand the underlying and contributing causes of, and mitigation approach for, production and non-production incidents

We believe attracting and retaining the best talent and fostering an inclusive culture strengthens our business. DEIB improves our workforce, enhances trust with our partners and customers, and drives business success. Build your career in a place where diversity, equity, inclusion and belonging aren't just words on paper - this is what drives our innovation, it's how we connect, and it contributes to what makes us a market leader. We believe in a hiring and working environment where all people are respected and valued, regardless of gender identity or expression, sexual orientation, religion, ethnicity, age, neurodiversity, disability status, citizenship, or any other aspect which makes people unique. We hire you for who you are, and we want you to bring your authentic self to work every day!

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, perform essential job functions, and receive equitable benefits and all privileges of employment. Please contact us to request accommodation.

• A professional with a solid understanding of ITSM; resolves a wide range of issues in creative ways
• Works on problems of diverse scope where analysis of data requires evaluation of identifiable factors
• Demonstrates good judgment when selecting methods and techniques for obtaining solutions
• Strong interpersonal and effective communication skills
• Can approach and investigate a problem holistically with a "be curious" mentality
• Makes meaningful contributions independently and can successfully complete BAU activities with minimal or no guidance
• High-level understanding of key technologies, regions, and key services, and their use and impact to customers
• Generates constructive input, ideas, and solutions to both individual and team challenges
• Operates with a customer-centric approach
• Networks with internal and cross-functional team members regarding area of expertise
• Has the ability and confidence to collaborate technically in a globally and culturally diverse environment
• Personal accountability to seek out stakeholder partnership and collaboration
• Can share knowledge and train others in their specialist areas
• Can influence other teams during and post incidents

Technologies, Languages, and Frameworks You'll Work With

• Atlassian products: Jira Software, Jira Service Management, Statuspage, Confluence
• PagerDuty
• Office 365 suite: SharePoint, Word, Excel, PowerPoint, OneDrive

Bonus points for experience with

• Grafana
• Incident Management tooling
• Configuration Management Databases (CMDBs), Proven commercial experience in Major Incident Management, Problem Management, and Relationship Management
• Practical experience working with ITIL principles and ITSM frameworks
• ITIL v4 or v3 certification
• Educated to degree level or holds equivalent relevant industry experience

Desirable

• Project Management certification (e.g., Prince 2)
• Major Incident Management (MIM) Professional Level 1 and 2 qualifications, or similar

At Anaplan, we are a team of innovators focused on optimizing business decision-making through our leading AI-infused scenario planning and analysis platform so our customers can outpace their competition and the market.

What unites Anaplanners across teams and geographies is our collective commitment to our customers' success and to our Winning Culture. Our customers rank among the who's who in the Fortune 50. Coca-Cola, LinkedIn, Adobe, LVMH and Bayer are just a few of the 2,400+ global companies who rely on our best-in-class platform. Our Winning Culture is the engine that drives our teams of innovators. We champion diversity of thought and ideas, we behave like leaders regardless of title, we are committed to achieving ambitious goals, and we love celebrating our wins - big and small. Supported by operating principles of being strategy-led, values-based and disciplined in execution, you'll be inspired, connected, developed and rewarded here. Everything that makes you unique is welcome; join us and let's build what's next - together!

For government reporting purposes, we ask candidates to respond to the below self-identification survey. Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file. As set forth in Anaplan's Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.

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