The Anaplan Service Delivery Manager is accountable for the end‑to‑end delivery of Anaplan AMS engagements, ensuring service excellence, operational stability, and continuous improvement for large, complex client environments. This role acts as the primary client-facing owner for Anaplan managed services, overseeing multi‑location teams, SLAs, governance, and value realization post‑implementation.
The ideal candidate brings strong Anaplan delivery expertise, proven AMS leadership at scale, and the ability to operate effectively across global stakeholders, high‑volume change, and complex planning ecosystems.
RESPONSIBILITIES
- Own end-to-end Anaplan AMS delivery, ensuring contractual SLAs, KPIs, and CSAT targets are consistently met or exceeded
- Act as the single point of accountability for service delivery across support, enhancements, minor projects, and continuous optimization
- Establish and lead service governance including operational reviews, steering committees, and executive reporting
- Ensure adherence to ITIL/AMS best practices across incident, problem, change, release, and service request management
- Serve as the trusted advisor to senior client stakeholders (Finance, Supply Chain, HR, IT)
- Proactively manage client expectations, risks, escalations, and change requests
- Identify opportunities for service improvement, automation, and value expansion within the Anaplan landscape
- Drive service stability, performance optimization, and platform reliability for large Anaplan models and integrations
- Oversee root cause analysis, preventive actions, and continuous improvement initiatives
- Manage transition phases from project delivery to AMS (hypercare → run)
- Lead and mentor Anaplan consultants, model builders, support leads, and offshore teams
- Ensure optimal capacity planning, skill coverage, and onboarding aligned to client demand
- Foster a culture of delivery excellence, accountability, and knowledge sharing
- Own service budgets, margin tracking, forecasting, and resourcing costs
- Support contract renewals, service extensions, and contribution to pre‑sales or upsell initiatives.
PROFILE
- 8–12+ years of experience in service delivery, AMS, or managed services roles
- Bachelor's or Master's degree in Engineering, Information Systems, Business, or related fields
- Strong hands‑on experience with Anaplan, including large, complex, enterprise-grade models
- Proven track record managing large‑scale AMS engagements (multi‑country, multi‑team, high user volume)
- Solid understanding of ITIL / Service Delivery frameworks
- Excellent client-facing, escalation management, and communication skills
- Experience operating in matrix, offshore/onshore delivery models
- Background in Connected Planning domains: Finance, Supply Chain, Workforce, or Sales Planning
- Experience transitioning programs from implementation to long‑term managed services
- Exposure to pre‑sales, RFPs, service transition, or contract negotiations
- Anaplan certifications (Model Builder / Solution Architect) highly desirable
