- Senior
- Optionales Büro in Glasgow
Working Arrangements
Key Responsibilities
- Development of effective service delivery plans for a suite of venues based on strategic functional planning principles.
- Ensure effective cross functional alignment in the planning and implementation of Spectator Services operations.
- Understand and implement Spectator Services policies and procedures through the planning phase.
- Develop role specific training materials to prepare staff and volunteers for Games time event delivery
- Work closely with Security to ensure seamless Spectator Services delivery, particularly for spectator entry and safety matters.
- Establish and maintain clear and effective communication within the team and across the Organising Company.
- Be prepared to work across Functional Areas to collaboratively develop delivery plans.
- Implement the Spectator Services venue operations during the Games including ticket checks, spectator capacity monitoring, spectator marshalling, access monitoring, ushering and information point operations.
- Maintain high levels of morale within the team, before and during the Games period.
- Oversee the operation of other front of house activities to ensure appropriate alignment of service delivery to spectators and other client groups.
- Ensure the implementation of all agreed solutions regarding spectator’s safety and services. Provide help to operational Functional Area when needed.
- Ensure correct placement of all Spectator Services team members, as planned, and manage changes to meet operational needs.
- Deliver the training for Spectator Services venue workforce, taking into consideration the mix of volunteer and paid workforce.
- Ensure that team members are performing effectively and delivering Spectator Services principles.
Skills, Knowledge and Expertise
- Substantial experience of the integrated planning and delivery of spectator services for large-scale, multi-venue international sporting events (e.g., Commonwealth Games, Olympic and Paralympic Games, World Cups), with a proven track record in both pre-event planning and Games-time operations.
- Demonstrated ability to recruit, train, and lead large, diverse teams of staff, stewards, and volunteers in a high-pressure, multi-sport event environment.
- Expertise in designing and implementing crowd management, ingress/egress, wayfinding, and accessibility solutions for high-volume spectator venues.
- Experience in collaborating with other functional areas (e.g., transport, security, accessibility), venue owners, emergency services, and licensing authorities to deliver integrated spectator experiences.
- Hands-on experience managing real-time issues, incidents, and escalations during live events, ensuring the delivery of a safe and secure Games experience for all spectators.
- Highly organised with excellent project management skills that support the effective management of complex schedules, resource allocations, and operational plans across multiple venues.
- Works effectively across functions, venues, and stakeholder groups, building trust and ensuring integrated delivery.
- Commitment to delivering an exceptional, inclusive, and safe experience for all spectators, including those with accessibility needs.
- Strong ability to motivate, direct, and support teams, fostering a positive and service-oriented culture.
- Excellent written and verbal communications skills for briefing teams, reporting to management, and engaging with diverse audiences.
- Calm and decisive in resolving operational challenges and responding to incidents under pressure.
- Works effectively across functions, venues, and stakeholder groups, building trust and ensuring integrated delivery.
- Fosters a “One Team” approach, working seamlessly with overlay, venue, and functional area leads to deliver integrated solutions.
- Demonstrates resilience and composure in high-pressure, dynamic event environments, leading teams through uncertainty and change
- Embraces feedback, lessons learned, and best practices to enhance security planning and delivery throughout the event lifecycle
- Supports knowledge transfer and capability-building for local staff and future event security professionals.