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Service Manager

Date: 29-Oct-2020

Location: Oxford, GB, OX4 4DQ

Company: Nominet



Maybe you know us, maybe you don't. Even though you probably use our services every day. So

we'd like to share more about what we do at Nominet, and why we do it, so that you can help us to

build the right team.


We're proudly at the heart of the UK's critical internet infrastructure. Leading the charge in cyber

security, as we explore and pioneer new tech.

We do this to enable connectivity, inclusivity and security for our world - and create a vibrant digital



That's what drives us - and the kind of people we want to work with.





Competitive salary depending on experience, plus excellent benefits including a 10% bonus, 28 days holidays, Healthcare, Pension Scheme, Life Assurance, Wellbeing allowance, Flex benefits and onsite fitness classes and studio.





The Nominet Service Delivery team is responsible for providing and supporting critical services to several high-profile registry customers. The Service Manager role is a vital component of the team and is responsible for delivering a high value service to our registry service customers, developing relationships that promote retention and loyalty. We’re looking to recruit a Service Manager to manage our gTLD customer base (covering Europe and the US) and help deliver service excellence to both existing and future customers.


The ideal candidate will be from a technical background with a passion to design a delivery strategy for their customers from the ground up or an experienced help desk professional with domain management experience looking to progress into a service management position. Due to the nature of the clients supported, the successful candidate will be required to work shift patterns from 8:30am to 10pm (GMT).




  • Own the service relationship for a small number of VIP customers. Develop lasting relationships with these customers to ensure they are fully satisfied with the services provided and that our service-related commitments under the contract are met, and where possible, exceeded.
  • Oversee all helpdesk tickets for your customers – including primary troubleshooting and assigning to technical escalations where required
  • Manage customer escalations, co-ordinating additional resource as needed to resolve issues and incidents in a timely and thorough manner
  • Work closely with the Nominet team, including Commercial, Product & Policy stakeholders as well as support and technical teams to ensure the full service lifecycle is delivered
  • Define and manage service level agreements with customers
  • Own customer reporting and complete scheduled service review meetings with customer stakeholders
  • Act as an advocate for the customer and their needs internally within Nominet to drive continuous service improvement.
  • Own all service and support processes, ongoing improvement, and ensuring they are implemented internally. Also lead process discussions and change with the customer as necessary
  • To work with other team members and stakeholders to review and update support material based on the revised processes, to include training, reporting and systems enhancements
  • Support service transition for any major changes to the service to ensure overall quality and customer experience is not negatively impacted
  • Support in any necessary governance meetings with customer stakeholders
  • Deliver best practice in all areas of organisation, process and procedure around service delivery, building on existing Nominet practices and methodologies, but aiming to deliver improved compliance with ISO20000 and ISO27001 best practice




  • A passion for customer service and proven experience in dealing with customers with a clear track record of adding value through customer relationships
  • Passionate about technology and registry solutions
  • Preferably from a service management or helpdesk background, with experience of ITIL (or similar IS020000 certification) and / or a technical background (software, support, or infrastructure) and prior experience of customer-facing roles
  • Experience of influencing and stakeholder management at a variety of levels
  • Operates with integrity, accountability and boldness
  • Ambitious and always striving for improvement
  • Resourceful and capable of remaining calm and decisive under pressure
  • An excellent communicator, confident at working with all levels of the organisation
  • A ‘completer-finisher’ taking accountability for ideas from inception to delivery, in an environment that requires robust metrics to confirm success
  • Strong planning and organisational abilities







Please note: As part of the job application, you will be asked to complete a brief online application form and profile.

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