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, 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 registrars—collectively 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.)

• Ability to work independently and in teams to identify and solve complex problems.
• Experience documenting requirements for products or processes.
• Skilled in project management from concept to implementation.
• Ability to connect tasks and solutions to the broader mission of the team and organization.
• Strong ability to prioritize and escalate issues when necessary; takes proactive action when progress slows.
• Reacts with appropriate urgency; understands the importance of timing in decision-making.
• Comfortable managing ambiguous or dynamic tasks; takes action with limited information.
• Creative problem solver with experience negotiating with internal and external partners.
• Experience analyzing and interpreting policy and/or contractual language.
• Strong oral and written communication skills in English; able to inform and influence effectively.
• Highly organized, detail-oriented, and capable of managing concurrent projects.
• Strong work ethic and commitment to task completion.
• Background in public policy research and analysis is a plus.
• Demonstrated commitment to accountability and transparency.

Education and Experience Requirements

• Bachelor’s Degree required, preferably in International Relations, Public Policy, or Business Administration.
• Minimum of 7 years of experience in a related industry.
• Fluency in spoken and written English required.
• ICANN is a global organization that values diversity; preference will be given to candidates with additional language skills.

Working Conditions & Physical Requirements

• International travel may be required to support ICANN-related meetings for 7–10 days per trip, approximately three times per year, on different continents.
• Must be comfortable with an international work environment requiring availability outside normal business hours, up to seven days per week.
• Work is performed in a normal office environment with limited privacy and some background noise.