Director, Enterprise Service Management Platform at Anaplan
San Francisco, CA, US

At Anaplan, we are looking for a self-motivated Director to own and buildout our Service Management program on the ServiceNow platform.  You will drive the strategic direction of enterprise service management across the company. Proactively guide the product direction and use from initial IT-centric roots to service Facilities, HR, and other G&A functions with a priority focus on driving process effectiveness and efficiency. 


This position will be located in our San Francisco office.  We are located in the heart of the eclectic SOMA district, you can feel the excitement and energy of what we do at Anaplan when you step into our San Francisco office. There are open floor plans, fully stocked kitchens, and great collaboration spaces, and we focus on making sure that you have everything you need to work well from the right lighting to the latest technology. When it’s time for the team to play together, we visit with our neighbors at a Giants game or a local pub’s happy hour. 


This role is an immediate full-time position. If you’re ready to roll up your sleeves and tackle unique problems that no one is solving in the tech space yet, keep reading.


What you’ll be doing:
In this role, the experienced leader will establish the authoritative roadmap for the ServiceNow platform and be accountable for execution. You will be directly responsible for a team of product and service managers and have matrixed accountability to drive alignment and direction across distributed ServiceNow product, platform, portfolio and process resources through direct governance and facilitated collaboration. This coordination and ownership will optimize business value and ROI. 


First and foremost, you are to launch the platform, introduce and enhance the core processes and establish effective process adoption across Incident, Request, Change and Knowledge Management.  Delivery of fundamental process metrics including: CSAT, MTTR, Backlog Aging, Agent Performance, to name a few leveraging Performance Analytics, and other reporting tools.  In addition to introducing an effective Change Management process, a means for governance and compliance and continuous improvement is expected to adapt and grow in alignment with the business.


This role will lead the strategy and implementation of the IT Asset Management end-to-end lifecycle by partnering with Procurement, Facilities and IT.  The role requires establishing processes and workflows in the spirit of velocity and productivity while fostering quality measurement and compliance.


This role reports to the Sr. Director of IT Infrastructure and Service Management.


More about you/requirements:

  • 10 years of experience working in an IT department for a SaaS company with a focus on one or more of these areas: infrastructure, security, application development, end user support.
  • 3-5 years of experience as a Director of IT Service Management, having created the roadmap for Service Management process and the execution of the programs.
  • 3-5 years of experience with the ServiceNow platform.
  • 3-5 years of people management experience.
  • 3-5 years of experience with process metrics including: CSAT, MTTR, Backlog Aging, Agent Performance, leveraging Performance Analytics, and other reporting tools.
  • Previous experience introducing an effective Change Management process driving governance and compliance and continuous improvement
  • Previous experience partnering closely with Procurement, Facilities, IT, HR and G&A.
  • Bachelor’s degree, Master’s degree a plus

 Technologies you’ll work with:

  • ServiceNow
  • JAMF
  • Okta
  • WDAY
  • Active Directory
  • Greenhouse
  • PagerDuty
  • Slack
  • Office365
  • WebEx
  • and more…

 Bonus points:

  • ServiceNow Certified System Administrator

 What we offer:

  • A rewarding, progressive career with a company that values diversity, flexibility and understands the need for a good work/life balance.
  • Market-leading salaries combined with generous bonuses, equity and a range of comprehensive benefits.
  • Regular agile meet-ups, events and hackathons (both attending and hosting!)
  • Flexible working, catered lunches, a fully stocked kitchen and plenty of parties & events
  • A range of sports, health and wellbeing initiatives
  • 3 days of paid leave every year to help support the charity or cause of your choice.
  • The chance to contribute and evolve a company with a valuation over $1.4 billion
  • Huge problems to solve – you will constantly be learning and pushing boundaries, working with some of the smartest people around!