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! About the Role Anaplan has an opportunity for a self-motivated Service Manager to join a cross-functional engineering team, playing a pivotal role in supporting the platforms used by hundreds of software engineers and thousands of customers. Working within the Platform Engineering group that supports Software Development, Ops, Security, and more, you and the team will streamline the delivery of the Anaplan platform — a business-critical, tier-one system that must be highly available with low latency despite complexity and scale. The Platform Service Management team defines and supports the tools and processes for platform stability and resilience, promoting operational excellence. The team's skills include supporting and developing ITIL and ITSM procedures; incident and problem management; service improvement plans; analysis of operational data; and liaising with technical teams, customer success departments, and customers. We have unparalleled access to our users — they are our colleagues! This is a hybrid work role : you will be required to be in the York office a minimum of 2 days a week . Your Impact As a Service Manager, 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 through three pillars: Leading Incident Management You will command the end-to-end incident management lifecycle. This includes: • 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 UK, US, and India service teams • Supporting the declaration of incidents or outages, managing incident channels, and identifying triage teams • Managing incident communications per documented procedures and providing ongoing lifecycle reporting to incident partners as investigations and mitigation actions evolve • Mitigating and containing risk to the business by restoring services to customers as quickly as possible • Supervising ongoing active incidents, including extended and after-hours critical issues • Leading, driving, and facilitating all investigation activities related to major platform incidents • Ensuring workarounds or fixes for known errors are in place and documented as appropriate • Conducting post-incident reviews (PIRs) for all major incidents and defining problem tasks to reduce the risk of recurrence • Documenting incident-response compliance with customer Service Level Agreements (SLAs) Driving Proactive Improvement You will move beyond reactive fixes by: • Defining, documenting, and refining core service management processes and SOPs b