{"id":3023549,"url":"https://alion.io/job/anaplan-service-manager-ii","title":"Service Manager II","company":{"id":7301,"name":"Anaplan","domain":"anaplan.com","url":"https://alion.io/company/anaplan","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":{"grade":"A","score":88,"open_postings":22,"ghost_share":0,"stale_share":0.409,"repost_share":0.091,"time_to_fill_p50_days":57,"computed_at":"2026-10-25T05:49:26Z"}},"role":"Field & Service","role_family":"Field & Service","seniority":"middle","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["York, United Kingdom"],"countries":["GB"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":39000,"max_usd":76000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":46},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Confluence","optional":false},{"name":"Incident Management","optional":false},{"name":"ITIL","optional":false},{"name":"ITSM","optional":false},{"name":"Jira","optional":false},{"name":"OneDrive","optional":false},{"name":"PagerDuty","optional":false},{"name":"SharePoint","optional":false},{"name":"Grafana","optional":true}],"status":"live","first_seen_at":"2026-10-21T17:26:14Z","employer_posted_date":"2026-10-21","last_verified_at":"2026-10-25T20:40:07Z","board_verified":true,"closed_at":null,"days_open":4,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":4},"description":"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.\nWhat unites Anaplanners across teams and geographies is our collective commitment to our customers’ success and to our Winning Culture.\nOur 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.\nOur 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.\nSupported 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!\nAbout the Role\nAnaplan 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.\nWorking 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.\nThe 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!\nThis is a hybrid work role: you will be required to be in the York office a minimum of 2 days a week.\nYour Impact\nAs 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:\nLeading Incident Management You will command the end-to-end incident management lifecycle. This includes:\nAssessing and triaging technical events impacting the Anaplan platform and customers\nParticipating in a 24/7/365 on-call rotation for Incident Management, shared between UK, US, and India service teams\nSupporting the declaration of incidents or outages, managing incident channels, and identifying triage teams\nManaging incident communications per documented procedures and providing ongoing lifecycle reporting to incident partners as investigations and mitigation actions evolve\nMitigating and containing risk to the business by restoring services to customers as quickly as possible\nSupervising ongoing active incidents, including extended and after-hours critical issues\nLeading, driving, and facilitating all investigation activities related to major platform incidents\nEnsuring workarounds or fixes for known errors are in place and documented as appropriate\nConducting post-incident reviews (PIRs) for all major incidents and defining problem tasks to reduce the risk of recurrence\nDocumenting incident-response compliance with customer Service Level Agreements (SLAs)\nDriving Proactive Improvement You will move beyond reactive fixes by:\nDefining, documenting, and refining core service management processes and SOPs based on ITIL/ITSM principles\nInvestigating and obtaining root cause analysis (RCA) for incidents\nManaging incident dashboards and generating incident and outage reports for data/trend analytics\nAnalysing data, understanding trends, presenting findings, and offering improvements and resolutions to system issues\nProactively detecting and preventing future problems/incidents and initiating the Problem Management process to allow quicker diagnosis and resolution\nCollaborating with engineers to refine operations and deliver/restore service more efficiently\nBuilding a knowledge management and sharing environment for incident troubleshooting\nHelping to define and implement ITIL/ITSM practices to effectively manage platform services and improve customer experience\nServing 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:\nWrite clear, well-documented, and concise internal and customer-facing communications at all times\nProvide clear, concise communications for managing expectations and ensuring SLA compliance\nAdvise your manager on any support issues from partners which inhibit restoration of services\nDemonstrate an understanding of, and engagement with, the problem management, service improvement plan, and supportability approach\nUnderstand the underlying and contributing causes of, and mitigation approach for, production and non-production incidents\nYour Skills\nA professional with a solid understanding of ITSM; resolves a wide range of issues in creative ways\nWorks on problems of diverse scope where analysis of data requires evaluation of identifiable factors\nDemonstrates good judgment when selecting methods and techniques for obtaining solutions\nStrong interpersonal and effective communication skills\nCan approach and investigate a problem holistically with a \"be curious\" mentality\nMakes meaningful contributions independently and can successfully complete BAU activities with minimal or no guidance\nHigh-level understanding of key technologies, regions, and key services, and their use and impact to customers\nGenerates constructive input, ideas, and solutions to both individual and team challenges\nOperates with a customer-centric approach\nNetworks with internal and cross-functional team members regarding area of expertise\nHas the ability and confidence to collaborate technically in a globally and culturally diverse environment\nPersonal accountability to seek out stakeholder partnership and collaboration\nCan share knowledge and train others in their specialist areas\nCan influence other teams during and post incidents\nTechnologies, Languages, and Frameworks You'll Work With:\nAtlassian products: Jira Software, Jira Service Management, Statuspage, Confluence\nPagerDuty\nOffice 365 suite: SharePoint, Word, Excel, PowerPoint, OneDrive\nBonus points for experience with:\nGrafana\nIncident Management tooling\nConfiguration Management Databases (CMDBs)\nYour Qualifications\nEssential\nProven commercial experience in Major Incident Management, Problem Management, and Relationship Management\nPractical experience working with ITIL principles and ITSM frameworks\nITIL v4 or v3 certification\nEducated to degree level or holds equivalent relevant industry experience\nDesirable\nProject Management certification (e.g., Prince 2)\nMajor Incident Management (MIM) Professional Level 1 and 2 qualifications, or similar\nOur Commitment to Diversity, Equity, Inclusion and Belonging (DEIB)\nWe believe attracting and retaining the best talent and fostering an inclusive culture strengthens our business. DEIB improves our workforce, enhances trust with our partners and customers, and drives business success. Build your career in a place where diversity, equity, inclusion and belonging aren’t just words on paper - this is what drives our innovation, it’s how we connect, and it contributes to what makes us a market leader. 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!\nWe 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. \nFraud Recruitment Disclaimer \nIt 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.\nAnaplan does not: \nExtend offers to candidates without an extensive interview process with a member of our recruitment team and a hiring manager via video or in person. \nSend 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. \nAll 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  before taking any further action in relation to the correspondence. \nPrivacy & AINotice\nCandidate data processed during our recruitment activities is handled in accordance withour Candidate Privacy Notice. 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