Director, Platform Service Management

At Anaplan, we are a team of innovators focused on optimizing business decision-making through our leading AI-infused scenario planning and analysis platform so our customers can outpace their competition and the market. What unites Anaplanners across teams and geographies is our collective commitment to our customers’ success and to our Winning Culture. Our customers rank among the who’s who in the Fortune 50. Coca-Cola, LinkedIn, Adobe, LVMH and Bayer are just a few of the 2,400+ global companies who rely on our best-in-class platform. Our Winning Culture is the engine that drives our teams of innovators. We champion diversity of thought and ideas, we behave like leaders regardless of title, we are committed to achieving ambitious goals, and we love celebrating our wins – big and small. Supported by operating principles of being strategy-led, values-based and disciplined in execution, you’ll be inspired, connected, developed and rewarded here. Everything that makes you unique is welcome; join us and let’s build what’s next - together! As the Director of Service and Release Management, India, you will be the senior operational leader for our India engineering hub. You will act as the primary strategic partner on the ground for the global Head of Service Management, the global Head of L3 Support, and the global Head of Release Management. Your role is to provide cohesive site leadership, drive regional excellence, and serve as a hands-on expert during critical events. Your impact will be defined by: Providing Unified Regional Leadership and Strategic Partnership: You will lead, mentor, and unite our India-based Service Management, L3 Support, and Release Management teams under a single operational vision. You will be responsible for translating three distinct global strategies into a unified execution plan for the region, ensuring global standards are met while championing the unique needs and insights of your teams. Leading Hands-On Through Critical Events: You are a senior operational authority in the region during a critical event. This is a hands-on leadership role where you will be expected to personally lead and manage Major Incident response, bringing a calm, commanding presence to crisis situations. You will also take a direct, hands-on role in orchestrating complex and high-risk platform releases to ensure their flawless execution. Driving Regional Excellence and Customer Trust: You will be accountable for the performance, stability, and delivery of all operational functions within the India engineering center. You will also directly support the commercial process by providing regional operational context and subject matter expertise during contract conversations for new and existing customers, ensuring our commitments are aligned with our capabilities on the ground. Your Qualifications: 10+ years of experience in technology operations, with at least 5 years in a people management role leading technical teams. Extensive, senior-level, hands-on expertise across Service Management (specifically Major Incident Management), L3 Support, and Release Management for a large-scale SaaS platform. Proven experience providing site or regional leadership for globally distributed technology operations teams, acting as a key partner to multiple global functional leaders in a matrixed environment. Strong strategic and practical expertise in implementing and managing ITIL/ITSM and scaled Agile frameworks. Experience supporting commercial contract discussions by providing regional operational context and subject matter expertise. Key Skills & Technologies Exceptional influencing and stakeholder management skills, with a proven ability to partner with and align multiple global functional leaders while uniting regional teams under a cohesive operational mission. The ability to transition seamlessly between high-level strategic oversight and deep, hands-on execution, particularly during a crisis. Inspirational leadership and mentoring skills, with a passion for developing talent and building a strong, unified site culture. Expertise with modern ITSM and CI/CD tooling (e.g., Atlassian Suite, PagerDuty, Harness, Jenkins) and cloud environments (GCP/AWS). Desirable Direct experience managing managers. Experience acting as a formal site lead for a global company's regional office. Advanced industry certifications in ITIL, Agile, or Project Management. Our Commitment to Diversity, Equity, Inclusion and Belonging (DEIB) We believe attracting and retaining the best talent and fostering an inclusive culture strengthens our business. DEIB improves our workforce, enhances trust with our partners and customers, and drives business success. Build your career in a place where diversity, equity, inclusion and belonging aren’t just words on paper – this is what drives our innovation, it’s how we connect, and it contributes to what makes us a market leader. We believe in a hiring and working environment where 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 authentic self to work every day!  We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, perform essential job functions, and receive equitable benefits and all privileges of employment. Please contact us to request accommodation.  Fraud Recruitment Disclaimer  It has come to our attention that fraudulent and fictitious job opportunities are being circulated on the Internet. Prospective candidates are being contacted by certain individuals, mainly through telephone calls, emails and correspondence, claiming they are representatives of Anaplan. The main purpose of these correspondences and announcements is to obtain privileged information from individuals. Anaplan does not:  Extend offers to candidates without an extensive interview process with a member of our recruitment team and a hiring manager via video or in person. Send job offers via email. All offers are first extended verbally by a member of our internal recruitment team whenever possible and then followed up via written communication.  All emails from Anaplan would come from an @anaplan.com email address. Should you have any doubts about the authenticity of an email, letter or telephone communication purportedly from, for, or on behalf of Anaplan, please send an email to people@anaplan.com before taking any further action in relation to the correspondence.