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, 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!

• 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.

• 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.

• 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, Inclusion and 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.  

Fraud Recruitment Disclaimer  

It has come to our attention that fraudulent and fictitious job opportunities are being circulated on the Internet. Prospective candidates are being contacted by certain individuals, mainly through telephone calls, emails and correspondence, claiming they are representatives of Anaplan. The main purpose of these correspondences and announcements is to obtain privileged information from individuals.  

Anaplan does not:  

• Extend offers to candidates without an extensive interview process with a member of our recruitment team and a hiring manager via video or in person.   
• Send job offers via email. All offers are first extended verbally by a member of our internal recruitment team whenever possible and then followed up via written communication.  

All emails from Anaplan would come from an @anaplan.com email address. Should you have any doubts about the authenticity of an email, letter or telephone communication purportedly from, for, or on behalf of Anaplan, please send an email to people@anaplan.com before taking any further action in relation to the correspondence.   

Privacy & AI Notice

Candidate data processed during our recruitment activities is handled in accordance with our Candidate Privacy Notice. This may include the use of artificial intelligence or automated tools to assist our team in evaluating qualifications.