Head of IT Service Management
Skills
About This 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.
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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