Technical Service Delivery Manager - Registry

We’re Nominet – a world-leading domain name registry. For over 25 years, we’ve been operating at the heart of internet infrastructure. While we're best known for running .UK domains, we also help protect public services from cyber threat.

Our aim is to create a world which is more connected, inclusive and secure. We know that technology has the power to transform lives by creating opportunities and providing support where it’s needed most.

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

We understand the impact the Internet has on the environment and are committed to helping the UK reach Net Zero by 2050. We’re already a Carbon Neutral company through offsetting our emissions and will continue to work on reducing our footprint.

About the role:

The Nominet Service Delivery team is responsible for supporting critical services to all of our customers. The Technical Support Manager role is a vital component of the team and will oversee the technical delivery of the department support helpdesk. This is a player manager role whereby you will actively support our customers and use these interactions as an opportunity to shape the technical delivery roadmap.  

You will manage c.2 Technical support specialists and Technical Training Lead. The ideal candidate will have strong experience working within a help desk environment with a passion for service excellence customer service or an experienced customer service professional with domain management experience. 

The essential bits

You’ll be experienced in leading support teams in relation to complex, technical products or services and the ability to mentor more junior members within the team. Coming from supporting a API based product environment with experience in a variety of technical troubleshooting activities, including interrogating databases with SQL queries, analysing system log files and the ability to interpret Extensible Markup Language.

Technical background environment could include: API, RESTful API, JIRA, Confluence, Gitlab, Bitbucket, SQL, C#, JavaScript, .net, Microsoft Azure, Google Docs. Office 365

About you and what you need to be successful:   

You will drive change through consultation and collaboration, nurturing and developing relationships effectively to continuously improve software and evolve processes.  

You will be able to deliver complex service that supports constructive, motivating teamwork across the organisation that encourage growth and an appetite for learning.  

What’s in it for you?   

We offer a great work life balance with hybrid working, 20% of the time is expected in our office in Oxford. The role has real meaningful impact on not only, national infrastructure but through our public benefit ethos too. The work is technically challenging in a culture where everyone is inspired to do their best.

Salary

We don't advertise salary as we have a degree of flexibility and would rather see all applications on their merit. We appreciate it's a pretty important part of the process and we're happy to have a conversation before you apply. 

Data protection

If you choose to explore an opportunity, and subsequently share your CV or other personal details with Nominet, these details will be held by Nominet for 12 months in accordance with our Privacy Policy and used by our recruitment team and hiring managers in the process to contact you regarding this or other relevant opportunities at Nominet.  If you would like Nominet to delete or update your details at any time, please follow the steps set out in the Privacy Policy describing your individual rights.  If you have any questions about Nominet’s data protection practices, please email: dpo@nominet.uk

Equal opportunities

Cybersecurity is a community effort. That’s why we’re committed to building an inclusive, diverse community that celebrates and welcomes everyone – unless they’re a cybercriminal, of course.

We’re proud to be an Equal Opportunity and Affirmative Action Employer, and we’d encourage you to join us whatever your background.

We consider everyone equally: your race, age, religion, sexual orientation, gender identity, ability, marital status, nationality, or any other protected characteristic won’t affect your application.

We want to give you every opportunity to show us your best self, so if there are any adjustments we could make to the recruitment and selection process to support you, please let us know.

Security checks

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.

Due to the volume of applications we receive, we sometimes close our vacancies early. It is therefore advisable to apply as early as possible if you would like to be considered for a role with us.