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Service Manager - Platform Team

Gurugram, India

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!

As a Service Manager at Anaplan, 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 by:

  • 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. This role includes participation in a 24/7/365 on-call rotation.
  • 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

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

  • Demonstrated expertise in ITSM tools, particularly the Atlassian suite (Jira Software, Jira Service Management, Confluence), Statuspage, and PagerDuty.
  • Strong analytical and problem-solving skills, with a "be curious" mentality to investigate issues holistically.
  • Excellent interpersonal and communication skills, with the confidence to collaborate in a globally diverse environment and articulate complex issues to both technical and non-technical audiences.
  • A customer-centric mindset and the ability to operate with a high degree of personal accountability and minimal guidance.

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).

Our Commitment to Diversity, Equity, Inclusion and Belonging (DEIB)

We 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! 

We 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.  

Fraud Recruitment Disclaimer  

It 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.  

Anaplan does not:  

  • Extend offers to candidates without an extensive interview process with a member of our recruitment team and a hiring manager via video or in person.   
  • Send 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.  

All 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 people@anaplan.com before taking any further action in relation to the correspondence.   

 

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