Overview
Technical Services Operations Specialist | Oxford / Hybrid
Oxford Nanopore Technologies is transforming the way the world explores biology. Our sequencing technology provides real-time, scalable insights — from portable devices to population-scale platforms. Our mission is to enable the analysis of any living thing, by anyone, anywhere.
We are seeking a Technical Services Operations Specialist to support the operational delivery, optimisation, and continuous improvement of our global Technical Services function.
About The Role
This role is ideal for someone with experience in Technical Services Operations, service delivery, or business systems support, who wants to gain hands-on exposure across service processes, platforms, and cross‑functional operational work.
You will support the full operational lifecycle of our technical services environment — including deployment, monitoring, incident resolution, and continuous improvement. Working closely with Technical Services, Customer Care, Product, and Sales teams, you’ll help improve service performance, strengthen processes, and enhance reliability for our global customers.
Key Responsibilities
* Partner with regional Technical Services teams to identify operational challenges and convert them into scalable improvements
* Maintain and evolve operational processes, standards, and service documentation
* Monitor service performance and capacity trends, producing insights to support operational planning
* Oversee incident and escalation workflows, ensuring effective triage, on‑time resolution, and root‑cause analysis
* Drive continuous improvement by identifying inefficiencies and embedding best practices
* Maintain training materials and support capability development across global teams
* Coordinate operational readiness for releases and process changes
* Produce clear reporting to support prioritisation and decision-making
Essential
What We’re Looking For
* 1–3 years’ experience in Technical Services, Service Operations, or Business Systems
* Familiarity with service management platforms such as Salesforce
* Understanding of user stories, acceptance criteria, and root‑cause problem solving
* Strong organisational skills and attention to detail
* Ability to manage multiple priorities and collaborate across teams
* Excellent written and verbal communication skills
Nice to have
* Experience with field service management tools, knowledge systems, or remote support platforms
* Experience using JIRA for ticket management and reporting
* Familiarity with service analytics, SLA tracking, or operational reporting
* Experience supporting global or matrixed teams
* Interest in AI‑powered support tools (e.g., Salesforce Einstein, chatbots, knowledge recommendation engines)
Growth Opportunities
* Global Technical Services transformation initiatives
* Systems and processes that support post‑sales technical support and issue resolution
* Cross‑functional work with Technical Services, Sales, Customer Care, Quality, IT, and Product teams
* Continuous improvement, service optimisation, and operational project delivery in a scaling organisation
Interested in joining a growing global organisation at the forefront of scientific innovation? Apply now to become part of the Oxford Nanopore team.
Please note that no terminology in this advert is intended to discriminate on the grounds of a person\'s gender, marital status, race, religion, colour, age, disability or sexual orientation. Every candidate will be assessed only in accordance with their merits, qualifications and abilities to perform the duties of the job.
About Us
Oxford Nanopore Technologies: Our goal is to bring the widest benefits to society through enabling the analysis of anything, by anyone, anywhere. The company has developed a new generation of nanopore-based sensing technology for faster, information rich, accessible and affordable molecular analysis. The first application is DNA/RNA sequencing, and the technology is in development for the analysis of other types of molecules including proteins. The technology is used to understand and characterise the biology of humans and diseases such as cancer, plants, animals, bacteria, viruses, and whole environments. With a thriving culture of ambition and strong innovation goals, Oxford Nanopore is a UK headquartered company with global operations and customers in more than 125 countries.
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