Spectator Services Manager

Department:
Venue Management

Location:
Glasgow

Description
Start Date: 2nd March 2026

Reporting directly to the Embedded Delivery Partner Operations Lead for Trivandi's delivery, the Spectator Services Manager will lead the planning and delivery of spectator services across all competition venues, ensuring a seamless, safe, and inclusive experience for all attendees. Responsibilities include developing crowd flow 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 crowd management reporting.

Working Arrangements
The role will commence in the Organising Company's Glasgow city centre office, with visits required to competition venues to fully deliver the responsibilities of the role The location for the role will transition to be based at a competition venue as we approach the Games.

The role will be contracted for 40 hours per week, with requirements to be in the office aligned to the Organising Company planned working pattern. All travel to your place of work will be at your own cost. During the Games Operational period, shift patterns are likely to be required which could include weekends.

Key Responsibilities
Planning Phase

• 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.

Delivery

• 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
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.