GDD Services Senior Manager

GDD Services Senior Manager

To reach another person on the Internet, you have to type an address into your computer a name or - a number. That address, a domain name, must be unique so computers know where to find each other. Registry operators and registrars are the distribution network for domain names. ICANN's GDD Accounts and Services team is responsible for managing ICANN's relationships and contracts with registry operators and registrarscollectively known as ICANN's contracted parties. In partnership with our operations team, we provide services and support to the global network of contracted parties to help them meet their contractual obligations.

The GDD Accounts and Services team is seeking a self-motivated individual to define and document service requirements and support the delivery of these services to registry operators and registrars. The ideal candidate is detail-oriented, works effectively with cross-functional teams, and has a strong ability to solve complex problems. The GDD Services Senior Manager must conduct independent research and analysis, and collaborate with partners across departments to quickly diagnose service-related issues and recommend solutions. We strive to deliver win-win-win solutions for contracted parties, ICANN org, and the global internet community.

Key Responsibilities & Duties

• Define, implement, and manage service requirements in partnership with cross-functional teams.
• Manage exceptions and escalations to service delivery by developing solutions and building cross-functional consensus.
• Partner with the operations team to ensure service design and delivery align with service definitions.
• Become the subject matter expert for assigned services; represent and communicate ICANN's position to internal and external stakeholders.
• Understand complex issues and compose concise written materials to inform or influence audiences.
• Identify opportunities for service improvements by analyzing feedback, data, and trends.
• Analyze policy recommendations to assess potential impacts on services, and identify the need for updates or new services.
• Lead cross-functional teams to launch services, resolve issues, and drive change.
• Write internal and external materials to support service launches and implementation; review delegated work as a team resource.
• Design and maintain consistent, accurate documented processes and procedures.
• Perform other duties as assigned or requested.

Required Knowledge, Skills, and Abilities (KSAs) (Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.)

Education and Experience Requirements

Working Conditions & Physical Requirements