Head of IT Service Management
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Key skills for this role
About the Role
ROLE PURPOSE To lead and oversee all IT Service Management strategies and operations across sports venues and mega events, ensuring seamless, high-quality IT service delivery aligned with the dynamic demands of large-scale sporting events and state-of-the-art venue operations.
Key Skills for This Role
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Role Purpose
To lead and oversee all IT Service Management strategies and operations across sports venues and mega events, ensuring seamless, high-quality IT service delivery aligned with the dynamic demands of large-scale sporting events and state-of-the-art venue operations.
Roles & Responsibilities
- Develop and implement ITSM frameworks tailored to sports venue and mega event environments
- Lead and manage the IT service management team with clear accountability and performance targets
- Own the full ITSM process lifecycle — Incident, Problem, Change, Asset, and Service Level Management
- Define, monitor, and report on KPIs and SLAs ensuring service quality meets event standards
- Act as primary escalation point for critical IT incidents during live events
- Collaborate with vendors, internal teams, and stakeholders to align service delivery with operational needs
- Drive continuous service improvement based on post-event reviews and performance data
- Oversee ITSM toolset configuration and optimization (e.g. ServiceNow, BMC Remedy)
- Ensure compliance with ITIL and ISO 20000 standards
Preferred Experience
- 10–15+ years in IT Service Management with at least 3 years in a senior leadership role
- Proven experience in high-pressure, large-scale environments such as mega events, stadiums, or smart venues
- Hands-on experience with ITSM platforms (ServiceNow, BMC Remedy or equivalent)
- Experience in international or regional sporting events (FIFA, Olympics, Asian Games) is highly desirable
- Strong multi-vendor and multi-team service delivery background
Education & Skills
- Bachelor's degree in Information Technology, Computer Science, or related field (Master's is a plus)
- ITIL v4 Foundation or above (Expert/Master preferred)
- PMP or PRINCE2 is an advantage
- ISO 20000 certification is a plus
- Strong leadership, communication, and stakeholder management skills in English
- Ability to work in a dynamic 24/7 event-driven environment
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