Service Manager

Anaplan and our environment

Here at Anaplan, we have reinvented how companies see, plan, and run their businesses. Our platform allows our customers to uncover new insights, connect their strategy to their plans, and work in ways they had not previously thought possible. We’re growing fast, constantly innovating, and couldn’t be prouder to help our customers move forward with confidence in a sophisticated and changing world.

We are looking for forward-thinking people who bend over backward to put customers first. Individuals who thrive on challenge and are ready to grasp the opportunity of a lifetime. Because we fundamentally believe every colleague brings unique value to our whole. We are a workplace where each person feels seen, heard, and valued, and can contribute their unique talent to our collective effort. We believe that for ourselves and for our customers.

Your Impact

Our SMs are operations staff.  They partner with technical operations staff to divide up the technical and process parts of running a production estate. This role enforces quality in your live environment.  It is not a technical role, but a process role.  They oversee problem management.  They are involved in incident management, running incident communications.  They collate and report on uptime metrics, incident metrics, security position.  They control change in production.

They work hand in hand with Operations managers, partnering to assess operational readiness, and create plans for improvements.

They work with the team leads that own the services they are associated with, helping them to prioritise service improvements and understand service quality.  They provide a natural balance to the requirements of Product owners, and work with them to balance operational work with feature work.  They would have periodic reviews of our services with our Product owners to assess service health as a trend and future requirements.

As an SM you will:

• Approve normal changes, once all technical approvals are in
• Agree pre-approvals for standard change types
• Own and operate any change, problem and incident management machinery
• Enforce the quality of change documents, to maximise success and satisfy audit
• Are on-call for major incidents, responsible for communications
  • They would be invoked like an incident manager, frequently together
• Run Post-Incident reviews
• Own the service level definitions (eg the Tiers)
• Maintain a roadmap (with dev teams) of service improvement initiatives
• Participate in risk management, speaking for the customer
• Own SLOs and SLA reporting

(In some places) Participate in vendor management, managing their service quality