The Anaplan IT team provides companywide technology and operational support and helps pave the road the rest of the company drives on. IT is often the most visible internal face of a company, and Anaplan is no different. As the Senior Manager, IT Customer Experience, you’ll be the connective tissue that binds core IT Operations with IT Engineering, marrying your operational wizardry to a robust and progressive tech stack. We delight our customers and strive for continual improvement.

You will be leading and transforming a team of IT professionals to bring truly innovative operational excellence and fulfill our customer promises hundreds of times a day. Your internal customers are in diverse levels and roles in GTM, Global Technology (GTO), G&A, and cross-functional collaboration with each group is paramount to success. Collaboration and partnership is paramount and the ability to successfully multitask daily operational work with project management will be keys to your success at Anaplan. 

Your Impact

ESSENTIALS OF THIS SENIOR MANAGER ROLE

• Your business communication style is open, transparent, and authentic;  you’re an upfront, servant leader able to articulate and inform, provide good context regardless of the communication medium (speaking or writing), tease out problem statements to focus your support, and  build clear narratives with all levels of the organization.
• You regularly assess, measure, document and report on the ongoing hygiene and health of your IT Operations team, and you use those metrics to actively drive improvement in team culture, communication, and performance.
• Your maintain high situational awareness with all our internal business partner priorities and strategies, formulating IT technology roadmaps that align and support those strategies.

ADDITIONALLY

• Empathetically and inclusively hire, train, and develop a team of IT professionals to provide a class leading user experience,  covering IT Support, AV, vendor management/budget spend, and other functions
• Serve as a thought leader in driving a transformative IT support experience for all of Anaplan’s team members, management, and executives.
• Plan, coordinate, schedule, and supervise the day-to-day technical support activities, including troubleshooting, customer service issues, approvals, events, installations, and customer concerns
• Partner with our IT infrastructure team to support onsite physical installs/maintenance of IDF network cable pulls and wiring, UPS,  technical laptop (Windows/Mac/Linux) configurations for end users
• Measure, monitor, and maintain the team’s ability to meet or exceed contact and resolution Service Level Agreements (SLA)
• Develop and maintain policies, procedures, and processes
• Jumpstart the development of a robust asset inventory system
• Partner heavily with our IT COE and other internal IT groups to drive critical IT initiatives
• Travel up to 20% including international

Your Qualifications

• 2-5 years of IT management experience
• Attention to detail
• Ability to define and maintain SLAs
• Experience serving as subject matter expert on office projects (relocations, reconfigurations, liquid space or lease) specifying technology requirements and implementing standards for end user IT and audio-visual (AV) equipment
• Multi-million dollar budget management experience
• Have a basic operational knowledge of AV equipment  (Crestrons, cameras, wireless mics, lighting, cameras) AND leading the user experience, working with Corporate Communications on driving high brand company and department level AV presentations (All Hands, etc) & IT

Nice to Have

• Certifications in Okta, Slack, O365, ITIL Framework, PMP, or other relevant certifications
• Demonstrated experience working in startups or other high-paced environments