Service Manager II

The role

You will support systems used by software engineers and customers within the Platform Service Management team. You will drive operational excellence by managing the end-to-end incident management lifecycle.

What you will do

• Assess and triage technical events impacting the platform and customers.
• Participate in a 24/7/365 on-call rotation for Incident Management.
• Support the declaration of incidents or outages and manage incident channels.
• Oversee active incidents through to resolution using a follow-the-sun support model.
• Mitigate business risk by restoring services and conducting post-incident reviews.
• Ensure incident response meets customer Service Level Agreements.
• Lead investigation activities for major incidents and define problem tasks.
• Identify recurring issues and initiate the Problem Management process.
• Define, document, and refine core service management processes and SOPs.
• Act as a communication bridge between technical teams, leadership, and customers.

Required qualifications

• Commercial experience in Major Incident Management, Problem Management, and Relationship Management.
• Practical experience working with ITIL principles and ITSM frameworks.
• ITIL v5, v4, or v3 certification, or similar.
• Educated to degree level or holds equivalent relevant industry experience.
• Solid understanding of ITSM.
• Strong interpersonal and effective communication skills.
• High personal accountability.

Nice to have

• Project Management (e.g., Prince 2) qualifications.
• Major Incident Management (MIM) Professional Level 1 and 2 qualifications.
• Grafana experience.
• Incident management tooling experience.
• Configuration Management Databases (CMDBs) experience.

About the company

Anaplan is a team of innovators focused on optimizing business decision-making through an AI-infused scenario planning and analysis platform. Their customers include global companies such as Coca-Cola, LinkedIn, Adobe, LVMH, and Bayer.