Service Manager II

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

As a Service Manager, you will drive operational excellence by commanding the end-to-end incident management lifecycle. Your primary impact includes:

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).