1+ months

Primary Job Duty:

We provide services and support to the global network of registry operators to facilitate their compliance with their contractual obligations.The Services Manager is responsible for the creation and administration of these services.

Position 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. ICANN helps coordinate these unique identifiers across the world. We act in the public interest to ensure the Internet remains secure, stable and interoperable.

Registry operators and Registrars are the distribution network for domain names. ICANN’s Registry Services and Engagement Team is responsible for managing ICANN's relationships and contracts with registry operators. In partnership with our operations team, we provide services and support to the global network of registry operators to facilitate their compliance with their contractual obligations.

The Registry Services and Engagement 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 by resolving exceptions as they arise. The ideal candidate will be detail oriented, collaborate effectively with cross-functional teams, and have a strong aptitude to solve complex problems. This requires conducting research independently and collaborating with our partners in other departments to understand the issue and propose recommended solutions. The goal is to deliver win-win-win solutions for the registry, ICANN org, and the global internet community.

Key Responsibilities:

  • Manage aspects of the service lifecycle including ideation, definition, launch, and day-to-day support

  • Analyze data to identify and implement improvements to existing services.

  • Interface with cross-functional teams to identify and document the requirements for a service using defined templates.

  • Partner with the operations team to ensure the design and delivery of the service meet the intent of the service definition.

  • Be 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.

  • Manage exceptions and escalations to service delivery and develop potential solutions. Conduct independent research and collaborate cross functionally to brainstorm and evaluate options.

  • Understand complex issues and compose concise written materials to inform and/or influence internal or external audiences.

Required Knowledge, Skills, and Abilities (KSAs):


  • Experience documenting requirements for a product or process.

  • Utilizes strong project management skills with experience in managing projects from concept to implementation

  • Ability to analyze and interpret contractual provisions.

  • A creative problem solver and adept at negotiation with internal and external partners.

  • Strong oral and written communication skills in English language with demonstrated ability to effectively inform and influence.

  • Ability to analyze and explain complex issues concisely in writing or presentations.

  • Possesses keen business judgment.

  • A self-starter with the desire to learn and apply knowledge to the role.

  • 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.

Education and Experience Requirements

  • Requires a bachelor’s degree in a related field and at least 8 years of experience; or 6 years of experience with a master’s degree, MBA’s or Masters in Public Policy preferred.

  • Experience working in the domain name industry is a plus.

  • Experience working with contracts and legal documents or managing vendors is a plus.

  • Prior international experience is a plus.



  • Information Technology
Posted: 2018-07-27 Expires: 2018-11-09


The global Internet community working together to promote the stability and integrity of the Internet.

As a private-public partnership, ICANN is dedicated to preserving the operational stability of the Internet; to promoting competition; to achieving broad representation of global Internet communities; and to developing policy appropriate to its mission through bottom-up, consensus-based processes.

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Registry Services Manager

ICANN - Internet Corporation for Assigned Names and Numbers
Los Angeles, CA

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