Service Manager @ Anaplan

At Anaplan, we are a team of innovators who are focused on optimizing business decision-making through our leading 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 that 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 have fun celebrating our wins.

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 be your best self!

Anaplan has an opportunity for a self-motivatedService Manager to join a cross-functional engineering team in our York office who is pivotal in supporting the platforms used by hundreds of software engineers and thousands of customers.

Working in the Platform Engineering group that supports the functions of Software Development, Ops, Security, and more, you and the team will be streamlining the delivery of the Anaplan platform that helps top-flight companies around the world make better-informed plans and decisions every day.  Anaplan is a business-critical, tier-one system that must be highly available with low latency despite complexity and scale.

The team defines and supports the tools and processes for platform stability and resilience to promote operational excellence. We have unparalleled access to our users – they are our colleagues! You will join a team of individuals who embrace and respect diverse perspectives, aren’t afraid to push boundaries and try new ideas, and are passionate about helping our customers and each other succeed.

This role will require you to be in the York office a minimum of 2 days a week.

Your Impact

Assess and triage technical events impacting the Anaplan platform and customers
Participate in 24/7/365 coverage rotation for Incident Management; 8 hours shifts split between UK, US and India 1 in 3 weeks.
Provide ongoing incident lifecycle reporting to incident partners as incident and outage investigation and mitigation actions evolve.
Mitigate and contain risk to the business by restoring services to customers ASAP
Leads, drives, & facilitates all investigation activities related to major platform incident
Analyze data, understand data trends, present findings, and offer improvements and resolutions to system issues
Document, review, and maintain core Service Management SOPs, applying ITIL ITSM principles to team practices, to improve customer experience
Proactively detect and prevent future problems/incidents and initiate the Problem Management process to allow quicker diagnosis and resolution

Your Skills

A professional with a solid understanding of ITSM; resolves a wide range of issues in creative ways
Works on problems of diverse scope where analysis of data requires evaluation of identifiable factors
Makes meaningful contributions on their own and can successfully complete BAU activities with minimal or no guidance. 
High level understanding of key technologies, regions and key services, and their use and impact to customers
Operates with a customer centric approach
Networks with internal and cross-functional team members regarding area of expertise

Your Qualifications

Experience as a Major Incident/Crisis Management/Recovery Manager, plus experience with ITIL principals and framework

Technologies, languages, and frameworks you’ll work with

Atlassian products: Jira Software, Jira Service Management, Statuspage, Confluence
PagerDuty
Office365 suite (SharePoint, Word, Excel, PowerPoint, OneDrive)

Our Commitment to Diversity, Equity, Inclusionand Belonging

Build your career in a place that thrives on diversity, equity, inclusion, and belonging. 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.

ll 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 [email protected] before taking any further action in relation to the correspondence.  

Service Manager

Incident Management

Anaplan

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