Service Manager II

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, Linked In, 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!

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…