Job Description

Spectator Services Manager

Department: Venue Management

Employment Type: Fixed Term Contract

Location: Glasgow

Start Date: 8th June

Reporting directly to the Embedded Delivery Partner Operations Lead for Trivandi’s delivery, the Spectator Services Manager will lead the final planning and delivery of spectator services across a competition venue, ensuring a seamless, safe, and inclusive experience for all attendees. Responsibilities include contributing to Spectator Management and accessibility plans, integrating with security, transport, and venue teams, and acting as the main liaison for spectator experience with internal and external partners. The position ensures compliance with licensing, safety, and accessibility standards, coordinates the creation of spectator information, and manages the recruitment and training of the spectator services workforce. During Games time, the role oversees real-time operations, coordinates with incident response teams, resolves issues, and provides spectator experience reporting.

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

Planning Phase

• Lead the implementation of the spectator services operations for one or more competition venue, ensuring a seamless, safe, and inclusive experience for all ticket holders, guests, and accessible spectators 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 final planning phase.
• 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.

Delivery

• Implement the Spectator Services venue operations during the Games including wayfinding, accessibility operations, 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.
• Coordinate the production of key event information for spectators on the Games website and via spectator guide in partnership with the OC.
• Oversee real-time spectator operations during Games time, coordinate with incident response teams, resolve issues promptly, and provide daily reporting on crowd management
• 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 all spectator-facing policies and procedures are compliant with licensing, safety, and accessibility regulations, and that lessons learned are captured for post-event legacy and continuous improvement.
• Ensure that team members are performing effectively and delivering Spectator Services principles.
  
  

Skills, Knowledge and Expertise

Experience

• 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.

Competencies

• 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.

Behaviours

• 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.