Service Delivery Manager (Anaplan Managed Service)
We are seeking an experienced Service Delivery Manager (SDM) to join our Anaplan Managed Services team, ensuring high‑quality support, continuous improvement, and seamless service delivery for our growing Anaplan customer portfolio across the EMEA region.
This role requires a strong mix of stakeholder management, commercial awareness, governance, teamwork and collaboration skills, with a focus on maintaining excellent service levels and driving Anaplan adoption.
We put the customer at the centre of what we do and, enabled by a tremendously powerful connected planning platform in Anaplan, seek to help customers improve decision‑making by gaining transparency and visibility through business‑owned models and turning response time into real‑time, so they can make better decisions to enhance their businesses.
This is a fantastic opportunity for someone who enjoys building relationships and is passionate about helping customers optimise the value they gain from their Anaplan environment.
Please note: This is not an IT service desk role. It requires close engagement with business stakeholders, consultants and platform teams to ensure customers realise the full business value of their Anaplan investment through effective adoption, optimisation and ongoing support.
Job Description
You will take the lead in ensuring our customers continually realise the full value of their investment in Anaplan and our managed services. Acting as the primary advocate for our customers, you will ensure they achieve the best possible return on their investment.
Working closely with our Managed Services Consultants, you will proactively seek to understand each customer’s unique needs, driving better adoption of the Anaplan platform while ensuring Bedford’s services remain integral to their success and are well‑positioned for renewal.
Responsibilities & Accountabilities:
Customer Relationship & Stakeholder Management
* Act as the primary point of contact between the customer and the managed service team.
* Quickly establish close relationships with key customer stakeholders, understand their current service requirements and build a service plan to support value realisation and service expansion.
* Conduct regular service reviews with the customer to discuss performance, improvements and upcoming requirements.
* Gather and translate business needs into actionable enhancements, business‑critical updates and new Anaplan models.
* Manage escalations, ensuring critical issues are addressed promptly and keeping the customer informed of resolutions.
Service Management & Operations
* Ensure that service delivery aligns with the agreed Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).
* Oversee incident management, problem resolution and change management processes related to Anaplan support.
* Monitor ticket trends, identifying recurring issues and ensuring proactive resolution to reduce future incidents.
* Track service consumption against contracts and ensure service delivery remains within agreed budgets.
* Identify and propose upsell or additional service opportunities.
* Assist in contract renewals and service scope discussions with customers.
* Coordinate with the Managed Service support team, ensuring workloads are balanced and high‑priority issues are addressed promptly.
* Collaborate with technical consultants to implement system improvements and new features.
Governance & Reporting
* Maintain service performance reports, highlighting trends, SLAs and areas for improvement.
* Provide quarterly or monthly service reports presenting insights on ticket volumes and themes, response times, lessons learned and opportunities for improvement.
* Understand and apply the processes and structures that ensure the smooth running of the Managed Service customer support experience.
Key Pre‑requisites
* Minimum 3 years experience in Service Delivery Management within a Managed Services or SaaS environment, with a proven track record of owning complex customer portfolios and delivering high‑impact service outcomes.
* Experience managing a portfolio of mid‑to‑large enterprise customers, ideally across multiple industries, with a focus on SaaS or platform adoption, value realisation and long‑term service delivery success.
* Demonstrated ability to build and maintain strong, strategic customer relationships, acting as a trusted advisor to senior stakeholders and driving customer satisfaction, retention and long‑term engagement.
* Knowledge of ITIL processes within the service operation and transition layers.
* Ability to analyse service performance metrics and drive continuous improvements.
* Excellent communication, stakeholder management and governance skills, with experience leading service reviews, handling escalations and working cross‑functionally.
* Conversational knowledge of Anaplan, including model maintenance and best practices.
* Anaplan certification (Model Builder) is a plus.
* Strong leadership skills, with the ability to manage and mentor technical teams.
* Experience with automation tools and process optimisation in a cloud‑based environment.
Please note the company’s preferred selection method is to use a combination of interviews and assessment centres. The company reserves the right to conduct proportionate pre‑employment checks and ongoing diligence both before the commencement of employment and periodically during your employment.
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