Spectator Services Manager
Trivandi
contract
Posted on:
Location: 🇬🇧 United Kingdom
Visit company websiteJob Level
Mid-LevelSenior
About the role
- Report to the Embedded Delivery Partner Operations Lead for Trivandi’s delivery.
- Lead the planning and delivery of spectator services across all competition venues, ensuring a seamless, safe, and inclusive experience for attendees.
- Develop crowd flow, ingress/egress, wayfinding, and accessibility plans and ensure licensing, safety, and accessibility compliance.
- Integrate spectator services with security, transport, venue teams, emergency services, and licensing authorities; act as main liaison for spectator experience.
- Coordinate creation of spectator information and implement venue communications and information point operations.
- Manage recruitment, placement, and training of spectator services workforce (volunteers and paid staff); develop role-specific training materials and deliver training.
- Oversee Games-time operations: ticket checks, spectator capacity monitoring, marshalling, access monitoring, ushering, and incident response coordination.
- Maintain team morale, ensure team members perform effectively, and manage staffing changes to meet operational needs.
- Provide crowd management reporting and resolve real-time operational issues and escalations during the Games.
- Work across functional areas during planning and delivery phases to develop integrated delivery plans.
- Travel to competition venues as required and comply with a 40-hour week and potential shift patterns including weekends during Games period.
Requirements
- 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 collaborating with 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 spectator safety.
- Highly organised with excellent project management skills for complex schedules, resource allocation, and operational plans across multiple venues.
- Works effectively across functions, venues, and stakeholder groups; strong stakeholder management skills.
- 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; experience managing volunteer and paid workforces.
- Excellent written and verbal communications skills for briefing teams and reporting to management.
- Calm and decisive in resolving operational challenges and responding to incidents under pressure.
- Resilience, composure, and a ‘One Team’ approach; embraces feedback and supports knowledge transfer and capability-building.