Service Manager II

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

Job summary

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

Qualifications

• 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.

Responsibilities

• 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.

Skills

Major Incident Management

Incident Management

ITIL/ITSM

Relationship Management

Communication

Cross-functional collaboration

Education

Bachelor's degree or equivalent

Tools

Jira Software

Jira Service Management

Statuspage

Confluence

PagerDuty

SharePoint

Job description

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 celebratingour 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!

About the Role Anaplan has an opportunity for a self‑motivated Service Manager to join our cross‑functional Platform Engineering group. In this role, you will support the systems used by hundreds of software engineers and thousands of customers. Working within the Platform Service Management (PSM) team, you will collaborate closely with colleagues across engineering, security, and operations to streamline delivery, optimize platform stability, and foster operational excellence. We have unparalleled access to our users; they are our colleagues!

Your Impact

• 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 global service teams.
• Supporting the declaration of incidents or outages, managing incident channels, and identifying triage teams.
• Overseeing active incidents through to resolution as part of a follow‑the‑sun support model, with the flexibility to support beyond your scheduled on‑call shift when a critical incident requires it.
• Mitigating business risk by rapidly restoring services, ensuring workarounds are documented, and conducting post‑incident reviews (PIRs).
• Ensuring incident response meets customer Service Level Agreements (SLAs) and documenting SLA compliance.
• Leading investigation activities for major incidents and defining problem tasks to reduce the risk of recurrence.
• Proactively identifying recurring issues and emerging trends, and initiating the Problem Management process to enable quicker diagnosis, resolution, and prevention of future incidents.
• Defining, documenting, and refining core service management processes and SOPs based on ITIL/ITSM principles.
• Investigating root causes, analyzing data trends, and managing performance dashboards.
• Acting as a key communication bridge between technical engineering teams, customer success, leadership, and customers with clear, concise internal and customer‑facing communications that manage expectations and support SLA commitments.

Your Qualifications

• Experience: Proven commercial experience in Major Incident Management, Problem Management, and Relationship Management, or similar, plus practical experience working with ITIL principles and ITSM frameworks.
• Certifications: ITIL v5, v4, or v3 certification, or similar, is required. Project Management (e.g., Prince 2) and Major Incident Management (MIM) Professional Level 1 and 2 qualifications, or similar, are highly desirable.
• Education: Educated to degree level or holds equivalent relevant industry experience.
• ITSM Expertise: Solid understanding of ITSM with the ability to resolve diverse issues creatively, apply good judgment, and investigate problems holistically with a “be curious” mentality.
• Communication & Collaboration: Strong interpersonal and effective communication skills, a customer‑centric approach, and the confidence to collaborate and influence cross‑functionally in a globally and culturally diverse environment.
• Ownership: High personal accountability to seek out stakeholder partnership, complete business‑as‑usual activities independently with minimal guidance, and share knowledge or train others.

Technologies, Languages, and Frameworks You’ll Work With:

• Core Tools: Jira Software, Jira Service Management, Statuspage, Confluence, and PagerDuty.
• Office Suite: SharePoint, Word, Excel, PowerPoint, OneDrive.
• Bonus Experience: Grafana, incident management tooling, or Configuration Management Databases (CMDBs).

Our Commitment to Diversity, Equity, Inclusionand Belonging (DEIB)

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.