GDD Services Manager

Job Summary:

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, has to 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 registrars, collectively ICANN’s contracted parties. In partnership with our operations team, we provide services and support to the global network of contracted parties to facilitate their compliance with their contractual obligations.

The GDD Accounts and Services team is looking for a self-motivated individual to define and document service requirements and support the delivery of these services to the registry operators and registrars. The ideal candidate will be detail-oriented, collaborate effectively with cross-functional teams, and have a strong aptitude to solve complex problems. The GDD Services Manager must be able to conduct independent research and analysis while collaborating with our partners in other departments to quickly diagnose service-related problems and propose recommended solutions. We strive to deliver win-win-win solutions for the 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 potential solutions and building cross-functional consensus.
• Become the expert for assigned services; understand, represent, and communicate ICANN’s position on an issue to both internal and external audiences with assistance from senior staff or supervisor.
• Understand complex issues and compose concise written materials to inform and/or influence internal or external audiences.
• Analyze data to identify and implement improvements to existing services.
• Serve as a liaison for the registry operator and registrar community in the development and implementation of policies or procedures.
• Partner with the operations team to ensure the design and delivery of the service meet the intent of the service definition.
• Participate and lead cross-functional project teams to drive change.
• Work constructively with other ICANN org departments and the community to implement consensus policy recommendations developed by the community.
• Be an exceptional team player and be comfortable working in a highly diverse, multicultural, and dynamic environment.
• Other duties as assigned or requested.

Required Knowledge, Skills, and Abilities (KSAs): 

• Experience documenting requirements for a product or process.
• Utilizes project management skills with experience in managing projects from concept to implementation.
• Strong oral and written communication skills in the English language with demonstrated ability to effectively inform and influence.
• A creative problem solver with experience negotiating with internal and external partners.
• Experience with analyzing and interpreting policy and contractual provisions.
• Highly organized and detail-oriented with the ability to manage work on concurrent projects.
• Demonstrates a strong work ethic and is committed to seeing tasks through to completion.
• Broad knowledge and experience in public policy research and analysis is a plus.
• Commitment to organizational principles of accountability and transparency.

Education and Experience Requirements:

• Bachelor’s Degree required, Master’s degree preferred in International Relations, Public Policy, or a related field.

Experience:

• Minimum of 6 years of experience in a related industry.
• Experience working in the domain name industry is a plus.
• Experience working with contracts and legal documents or managing vendors is a plus.

Languages:

• Fluency, both written and spoken, in English is required.
• ICANN is a global organization that values diversity; preference will be given to candidates with demonstrated skills in additional languages besides English.

Working Conditions & Physical Requirements:

• International travel may be required to support ICANN-related meetings as requested for lengths of 7-10 days for each trip, approximately three times per year, likely on different continents.
• Comfort level with an international work environment that requires availability at times outside normal business hours, seven days per week.