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Anaplan Service Manager in San Francisco, California

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.

Our patented Hyperblock™ engine is a Java-based, in-memory processor that delivers outstanding analytical calculation performance. We run in public cloud and data centres, on Linux. We support our products with both commercial and open-source software.

As a Service Manager, you'll partner with technical operations staff to divide up the technical and process parts of running a production estate. There is a balance needed between developing new features and service stability. You are part of striking that balance, bringing the needs of the live service to the Engineering teams.

What you'll be doing:

  • Approve changes and collaborate closely with budget holders to acquire technical approvals

Assist in the development of training sessions & materials for process users regarding newly developed procedures

  • Identifying process issues as they arise, recommend and implements actions to resolve

  • Agree pre-approvals for standard change types

  • Own and operate any change, problem and incident management machinery

  • Supporting the Customer Success team to embed methodologies that improve team efficiency and enable a proactive approach across our enterprise customer base

  • Are on-call for major incidents, responsible for communications

  • Run Post-Incident reviews

  • Be responsible for the service level definitions

  • Maintain a roadmap of service improvement initiatives

  • Participate in risk management, speaking for the customer

  • Own SLOs and SLA reporting

  • Help set and own service priorities

  • Engage in major live event planning

What you'll need:

  • We are keen to hear from candidates who have a range of backgrounds, some experience with either customer service or change/incident management.

  • A general familiarity with release processes, software operations and reporting are helpful.

  • Incentivised by change management and customer experience, whilst collaborating with partners

  • Proven experience of project improvement

  • Experience working with Technical teams, for example SRE's, Developers, and Infrastructure

  • ITIL Certification or equivalent experience

Our Commitment to Diversity and Inclusion

Build your job in a place that thrives on diversity, inclusion, and belonging. We believe in maintaining a hiring and working experience in which 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 true self to work every day!

COVID-19

Protecting the health and safety of our communities, including our employees and of those considering a career at Anaplan, is our highest priority. We continue to closely monitor the evolving situation and we appreciate your understanding and flexibility with any related changes to our interviewing process.

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