San Francisco | California | United States
Director, Enterprise Service Management – ServiceNow
Location: San Francisco
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 & productivity while fostering quality measurement and compliance.
This role reports to the Sr. Director of IT Infrastructure and Service Management.
More about you/requirements:
Technologies you’ll work with:
What we offer:
Do you align with Anaplan’s Values?
Collaborative: We go out of our way to help others succeed
Explore all of our Values on Anaplan.com/careers
We’re building a truly unique technology. From our calculation engine and in-memory data store, to apps and predictive analytics; amazing technology is being developed every day.
We’re addressing a $100B/year problem that all global businesses face. Our mission is to break the traditional business planning mold, currently performed through spreadsheets or legacy systems. Anaplan’s Connected Planning platform is enabling customers to improve decision-making by turning response time into real time.
With 1000+ customers and 175+ partners globally, Anaplan’s platform is solving some of the most complex challenges in business. CEOs, analysts, and the press agree—Anaplan is changing the way the world does business.
Learn about our history, see our recognitions and achievements, and take a look at what it’s like to work at Anaplan.
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