Service Operations Manager

About the role

Anaplan is seeking a dedicated Service Operations Manager to oversee and optimize the delivery of service operations across the organization. This position is headquartered in Manila and is offered as a remote role, providing flexibility for qualified professionals who can manage operations from a distributed location. The manager will be responsible for driving operational excellence, ensuring that service teams perform at the highest level and that all client and internal service commitments are consistently met. The role requires close collaboration with senior leadership and cross-functional partners to identify opportunities for process improvement and to support the long-term scalability of service delivery.

Key facts

What you'll do

Lead the end-to-end planning and execution of daily service operations for the Manila-based team and the broader remote workforce.

Design and document standard operating procedures that promote consistency, efficiency, and continuous improvement across all service functions.

Track and analyze key performance indicators to monitor service quality, response times, and overall operational effectiveness.

Partner with cross-functional departments to ensure service operations are aligned with strategic business goals and project timelines.

Administer service level agreements and proactively manage expectations to ensure all contractual obligations are met on time.

Direct incident management workflows, coordinating rapid resolution of service disruptions and communicating status updates to stakeholders.

Prepare and deliver regular operational reports to leadership, presenting data-driven insights on trends, risks, and recommended corrective actions.

Coach and develop service operations team members, building capability through structured feedback, training, and career development plans.

Identify and implement automation opportunities and process improvements that reduce manual workload and increase team productivity.

Liaise with external vendors and technology partners to ensure smooth coordination of third-party service components and deliverables.

Facilitate weekly and monthly operational reviews with the team, discussing performance metrics, blockers, and opportunities for growth.

Drive the adoption of new operational tools, frameworks, and best practices that enhance the overall service delivery model.

Requirements

A bachelor's degree in business administration, operations management, or a related discipline is a mandatory requirement.

A minimum of five years of professional experience in service operations, operations management, or a comparable leadership role.

Demonstrated success in leading and motivating teams within a remote or hybrid work setting with limited direct oversight.

Solid knowledge of service level management, incident response protocols, and established continuous improvement methodologies.

Hands-on experience with operational dashboards, KPI tracking, and reporting tools to visualize and communicate performance data.

Outstanding written and verbal communication abilities for effective coordination across geographically distributed teams and internal stakeholders.

Working knowledge of enterprise software platforms and service management systems is a necessary qualification for this role.

Strong organizational skills with the capacity to manage competing priorities while maintaining precision and attention to detail.

Nice to have

Previous experience at a SaaS or cloud-based software organization is a significant advantage for this position.

Certification in ITIL or a comparable service management framework, along with familiarity of its core practices.

Background in workforce planning, capacity modeling, and resource allocation for globally distributed service operations teams.

Hands-on experience with Anaplan or comparable enterprise planning and modeling platforms would be a strong plus.

Skills & tools

Service management platforms and ticketing systems used for logging, tracking, and resolving operational issues efficiently.

Data visualization and business intelligence tools for constructing operational dashboards and generating performance reports.

Project management applications for organizing tasks, setting timelines, and coordinating cross-functional team initiatives.

Communication and collaboration applications that support effective management of remote and geographically distributed teams.

Process mapping and workflow automation software for streamlining repetitive operational tasks and reducing manual effort.

Enterprise resource planning systems that integrate service operations with broader organizational business processes and data.

Practical notes

This is a remote position anchored in Manila, and applicants should have a dedicated and well-equipped home office environment.

The role may require periodic availability during Manila business hours for synchronous meetings and real-time collaboration.

Anaplan is committed to building an inclusive workplace and welcomes applications from candidates of all backgrounds and experiences.

The selection process involves several interview stages with members of the service operations leadership and senior management.