Technical Service Manager

Location

Hybrid, with a minimum of 20% in the Oxford office per month

About Us

We're Nominet - a world leading domain name registry operating at the heart of the UK internet. While we're best known for running .UK domains, our DNS expertise also underpins critical internet infrastructure that government services, including the NHS, rely on.

As a public benefit company, our work has a positive impact on society. We've donated millions to projects that use technology to improve people's lives and have committed to delivering £60m worth of support over the next three years.

The Role

The Technical Service Manager (TSM) plays a pivotal role for in ensuring the delivery of stable, high quality technical services to customers.

Acting as a key conduit between technical, commercial and other teams within Nominet and the end customers, the TSM oversees service transition, incident, change and problem management, and continuous service improvement. The ideal candidate brings their unique blend of technical understanding, customer relationship management, and operational excellence to deliver exceptional service to Nominet's customers.

What You'll Be Doing Service Delivery & Operations

• Manage the end to end technical service delivery lifecycle, ensuring SLAs/KPIs are met or exceeded.
• Lead service transitions, major changes, and incident/problem/change processes, including root cause analysis.
• Oversee capacity planning, risk management, and compliance with regulatory/security standards (e.g., GDPR, ISO27001).
• Manage third party providers, ensuring contractual performance and supporting audits.

Customer Advocacy & Relationship Management

• Act as the customer's voice internally and build strong relationships with key stakeholders.
• Lead service governance meetings and support onboarding of high profile customers and new products.
• Champion customer feedback to product and engineering teams and support RFPs/bids.

Technical Collaboration

• Provide technical guidance and support complex escalations.
• Collaborate with engineering, product, support, and commercial teams to ensure service excellence.
• Coordinate major changes via CABs and manage critical supplier/partner delivery.
• Identify and implement process improvements aligned with ITIL, ISO20000/9001/27001.
• Maintain knowledge bases, training materials, and customer self service resources.
• Implement structured feedback mechanisms (post incident reviews, customer satisfaction surveys).

Reporting & Documentation

• Ensure accurate documentation of customer and contractual commitments, service impacts, and policy/regulatory changes.
• Prepare governance reports, operational dashboards, post incident reviews, and service transition plans.
• Track service performance, capacity, risk, third party SLAs, and maintain improvement roadmaps.
• Update internal and customer facing documentation, FAQs, and training materials.

About You

• 5+ years of progressive experience in technical service delivery, customer success, or service management roles.
• Experience managing complex services for high profile customers.
• Proven track record managing enterprise level services with formal SLA commitments and financial penalties.
• Strong background in ITIL service management practices, with certification preferred.
• Experience managing complex technical relationships across multiple stakeholder groups.
• Demonstrated ability in customer escalation management and crisis or major incident communication.
• Ability to interpret service metrics and dashboards to inform actions.
• Experience with contract management, change control processes, and vendor relationship management.
• Capability to present technical and service information clearly to non technical stakeholders.

What To Expect Next

1. Introduction call with a member of the TA team (30 mins).
2. Hiring manager interview (60 mins, via Teams).
3. Presentation (90 mins, onsite in our Oxford office).

What We Offer

• Hybrid & Flexible Working
• Early Finish Friday - Working week of 34 hours with full time pay. (Finish at midday on Friday)
• 30 days of annual leave plus bank holidays, with the ability to purchase an additional 5 days.
• Private Medical Insurance + Employee Assistance Programme
• Pension Scheme (Matched to 7%)
• Annual Bonus Scheme
• Family Leave (Enhanced)
• Electric vehicle scheme with on site charging points .
• Rewards platform with access to discounts at hundreds of shops, restaurants, etc.
• Flexible Benefits

Diversity Statement

We're passionate about creating a workplace where every individual is valued, respected, and empowered. Somewhere we can benefit from all forms of diversity and discover the true value in our differences. If there are any adjustments we could make to the recruitment and selection process to support you, please let us know.

Security Statement

Nominet is committed to the safeguarding and welfare of the internet and expects all employees and volunteers to share this commitment by participating in the relevant security and screening processes. All roles working for Nominet will be subject to a Baseline Personnel Security Standard (BPSS) check. Some roles due to the nature of their work, will require additional security clearance.