Technical Service Manager

Contract Type: Permanent

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

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 Technical Service Manager (TSM) plays a pivotal role 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.

• 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, ISO
  27001).
• Manage third-party providers, ensuring contractual performance and supporting audits.

• 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.

• 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, ISO
  20000/9001/27001.
• Maintain knowledge bases, training materials, and customer self-service resources.
• Implement structured feedback mechanisms (post-incident reviews, customer satisfaction surveys).

• 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.

• 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.

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

• 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…