Commercial Operations Specialist Technical Services

Technical Services Operations Specialist Oxford / Hybrid

Oxford Nanopore Technologies Commercial Operations Full-time Occasional travel (up to 20%)

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 crossfunctional 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 youll 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 ontime resolution and rootcause 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

What Were Looking For

Essential

• 13 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 rootcause 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 AIpowered support tools (e.g. Salesforce Einstein chatbots knowledge recommendation engines)

Growth Opportunities

This role offers exposure to:

• Global Technical Services transformation initiatives
• Systems and processes that support postsales technical support and issue resolution
• Crossfunctional 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 persons 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.

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