Job Description

Spectator Services Deputy Manager

Department: Venue Management

Employment Type: Fixed Term Contract

Location: Glasgow

Start Date: 8th June

Reporting to the Spectator Services Manager, the Spectator Services Deputy Manager will play a key supporting role in the final planning, and Games-time delivery of spectator services at competition venues. The role will focus on translating functional strategies into venue-level delivery, supporting workforce planning and training, and helping to ensure a seamless, safe, and inclusive spectator experience.

The Deputy Manager will work closely with venue teams, security, transport, accessibility and other functional areas to support ingress/egress, wayfinding, and front-of-house operations. During Games time, the role will help oversee real-time operations, support incident response, manage frontline teams, and contribute to daily reporting and performance management. The Deputy Manager will deputise for the Manager when required.
Working arrangements
The role will initially be based at the Organising Company’s Glasgow city centre office, with visits to competition venues as required to support the effective delivery of responsibilities. As the Games approach, the role will transition to being primarily based at your assigned competition venue.

The position is initially contracted for 37.5 hours per week (with a 30-minute lunch break), with office attendance aligned to the Organising Company’s working pattern. During the Games-time operational period, shift patterns will apply and may include evenings and weekends.

Key Responsibilities

• Support the implementation of Spectator Services operations at venues, ensuring alignment with functional strategy and venue plans. including:
  - Wayfinding
  - Accessibility operations
  - Ushering
  - Information point operations
  
  
• Maintain effective communication between Spectator Services and venue teams.
• Act as a visible operational leader on venue, supporting the management of frontline teams and responding to issues as they arise.
• Support workforce briefings, daily debriefs, welfare checks and morale management across the spectator services team.
• Assist with the coordination of other front-of-house functions to ensure aligned service delivery for spectators and client groups.
• Support the delivery and facilitation of Spectator Services training and venue readiness exercises.
• Assist with real-time operational issue management, escalation processes, and incident response coordination.
• Support the Spectator Services Manager with daily operational reporting and performance tracking.
• Ensure correct workforce deployment in line with the operational plan, supporting adjustments where required.
• Support the capture of lessons learned for post-event reporting, knowledge transfer and future event legacy.

Skills, Knowledge and Expertise

Experience

• Proven experience supporting the planning and delivery of spectator services, crowd management, or front-of-house operations at large-scale events or major sporting venues.
• Experience working with paid staff and/or volunteers in a live event environment.
• Exposure to working alongside security, transport, accessibility, and venue operations teams.
• Experience supporting real-time operational delivery and issue resolution during live events.
• Experience contributing to workforce training, readiness and operational briefings is desirable.

Competencies

• Strong organisational and coordination skills, with the ability to manage competing priorities across venues and operational areas.
• Confident communicator, able to brief teams clearly and escalate issues effectively when required.
• Collaborative team player who works well across functional areas and stakeholder groups.
• Strong focus on delivering a safe, inclusive and high-quality spectator experience.
• Calm and adaptable when responding to operational challenges in live environments.

Behaviours

• Demonstrates a strong One Team mindset, working collaboratively across venues and functional areas.
• Shows resilience, composure and professionalism in high-pressure, fast-moving operational environments.
• Takes ownership of delegated responsibilities and delivers with consistency and accountability.
• Actively supports learning, knowledge sharing and continuous improvement across the team.Leads by example, role-modelling positive behaviours and professional standards on venue.