Service Manager - Platform Team

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! As a Service Manager at Anaplan, 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 by: Leading Incident Management: You will command the end-to-end incident management lifecycle. This includes assessing and triaging technical events, managing communications during critical outages, and leading post-incident reviews (PIRs) to establish the root cause and prevent recurrence. This role includes participation in a 24/7/365 on-call rotation. Driving Proactive Improvement: You will move beyond reactive fixes by defining, documenting, and refining core service management processes based on ITIL/ITSM principles. By analyzing operational data for trends, you will proactively detect and prevent future problems, build a knowledge-sharing environment, and create service improvement plans. Serving as a Key Liaison: You will act as a crucial communication bridge between technical engineering teams, customer success departments, leadership, and customers. Your ability to provide clear, concise, and well-documented communications will be essential for managing expectations and ensuring compliance with customer Service Level Agreements (SLAs). Your Qualifications: Essential 3+ years of proven experience in Major Incident Management, Problem Management, and Relationship Management. 3+ years of practical experience working with ITIL principles and ITSM frameworks. ITIL v4 or v3 certification. A relevant university degree or equivalent professional industry experience. Key Skills Technologies Demonstrated expertise in ITSM tools , particularly the Atlassian suite (Jira Software, Jira Service Management, Confluence), Statuspage, and PagerDuty. Strong analytical and problem-solving skills , with a "be curious" mentality to investigate issues holistically. Excellent interpersonal and communication skills , with the confidence to collaborate in a globally diverse environment and articulate complex issues to both technical and non-technical audiences. A customer-centric mindset and the ability to operate with a high degree of personal accountability and minimal guidance. Desirable Project Management certification (e.g., Prince 2). Major Incident Management (MIM) Professional Level qualifications. Experience with Grafana, other incident management tools, 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 c ... (truncated, view full listing at source)