As a Senior Service Manager, you will be a leader within our Platform Engineering team, taking ownership of the operational stability and resilience of the Anaplan platform. You will move beyond day-to-day execution to drive strategy and elevate team performance. Your impact will be defined by:

• Strategic Service Leadership:You will not only lead major incident response but also own the continuous improvement of our service management framework. This includes independently running service improvement plans, identifying and resolving systemic gaps in our processes, and using your in-depth understanding of our platform architecture to proactively prevent future incidents.
• Mentorship and Team Elevation:You will act as a subject matter expert and mentor, coaching peers and junior team members on ITIL/ITSM best practices, technical competencies, and process ownership. You will be responsible for coordinating team activities and ensuring the entire service management function operates effectively.
• Owning Critical Customer Escalations:You will serve as a key point of contact during high-stakes situations, taking ownership of customer escalations and representing Anaplan with authority and confidence on customer calls. This includes participating in a 24/7/365 on-call rotation for both primary incidents and secondary escalations.
• 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.
• 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

• 5+ years of proven experience in Major Incident Management, Problem Management, and Relationship Management.
• 5+ years of deep, 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

• Deep expertise in ITSM concepts and tooling, particularly the Atlassian suite (Jira Software, Jira Service Management, Confluence), Statuspage, and PagerDuty.
• Proven ability to lead projects, deliver service improvements, and mentor team members.
• Advanced problem-solving skills, with the ability to analyze complex situations with multiple variable factors and exercise sound judgment to drive resolution.
• Exceptional communication and stakeholder management skills, with the ability to own customer escalations and represent Anaplan effectively.

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).