Event Services Cluster Manager - NEC Precinct - Gi Group is ...

Event Services Cluster
                Manager - NEC Precinct
Department: Venue Management and Event Services
Reports to: Event Services Operations Manager
Position Type: Full-Time

     1. JOB PURPOSE
     In July 2022, Birmingham will host the XXII Commonwealth Games, the largest
     multi-sport event to be held in England in 10 years. Approximately 6,500 athletes
     and team officials from 72 nations and territories across the Commonwealth will
     come together in a 12-day celebration of sport and culture. Events will take place
     across Birmingham and the West Midlands, entertaining more than one million
     ticketed spectators and reaching a global broadcast audience of more than one
     billion.

     Each of the signatories to the Host City Contract (HCC); the Commonwealth Games
     Federation (CGF), UK Government, Birmingham City Council and Commonwealth
     Games England (CGE) together with the Organising Committee have key roles role
     in the planning and delivery of the 2022 Commonwealth Games, both individually
     and collectively to ensure that the 2022 Commonwealth Games and the host
     community legacies derived from hosting the Games are a huge success.

     The parties to the HCC have established Birmingham Organising Committee for the
     2022 Commonwealth Games Ltd as the Organising Committee. The scope of the
     Organising Committee’s role is broad and complex and ranges from ensuring the
     physical readiness of the venues and temporary facilities, to the planning,
     coordination and delivery of more than 40 operational functions such as transport,
     security and catering to meet the needs of the Games, including the athletes,

technical officials, spectators, press, broadcasters and other Games Family and
stakeholders.

The Organising Committee and partners are committed to delivering the Games as
efficiently and effectively as possible to ensure the event is sustainable and
accessible to all in the long term. We are seeking individuals to join us who are
innovative, commercially astute and have a genuine passion and interest in
delivering the most sustainable, inclusive and accessible Commonwealth Games to
date.

Event Services (EVS) is a key Functional Area (FA) which sits within the Venue
Management and Event Services Department and is part of the wider Operations
division within the Birmingham 2022 Organising Committee.

The EVS FA is often referred to as the “Face of the Games” as they are the primary
point of interaction with over one million expected spectators and other Games
clients. The EVS FA is responsible for the management of a blended team of paid,
volunteer and contractor EVS workforce ensuring that front of house operations at all
Birmingham 2022 competition venues is delivered safely, effectively and efficiently.
This includes the core functions of crowd management within a venue, stewarding,
ushering, ticket taking, spectator marshalling, access monitoring and provision of
information and services on venue in order to provide an excellent spectator
experience at all Birmingham 2022 competition venues.

The EVS Cluster Manager for the NEC Precinct will be responsible for the
customisation and development of venue operational plans for the NEC Precinct and
competition venues within, identification and resolution of issues during both the
planning and delivery phases, and support the building of the EVS team including
the effective onboarding and supervision of EVS venue workforce within the Cluster
during the pre-games period and the broader Games time team.

This position will require the individual to be a proven project or event manager,
methodical thinker and team player. Superior customer service, communications
skills and experience in spectator safety and crowd management are critical
elements to this role as well as the ability to lead and inspire a blended team of
volunteers, paid and contractor workforce in the lead up to and during the event.

2. KEY RESPONSIBILITIES AND
   ACCOUNTABILITIES

•   Plan and implement agreed EVS scope and services across a dedicated
    cluster of venues ensuring consistency across all EVS Games time venues with
    a focus on spectator safety and spectator experience within the venue.

•   Plan and deliver EVS resources (workforce positions, FF&E, Technology,
    existing and temporary EVS spaces) as per planning timelines and budget
    considerations.

•   Establish strong working relationships with all FA’s with a focus on other
    service providers supporting the Spectator Client Group, such as venue
    management, security, transport and ticketing.

•   Lead operational planning with contracted stewarding organisations and other
    external stakeholders.

•   Supervise and develop EVS staff assigned into the cluster during the pre-
    games period.

•   Support the recruitment, onboarding and training of the broader EVS workforce
    including paid staff, volunteers and contractor workforce.

•   Plan, deliver and manage agreed Test Event scope, services and resources.

•   Ensure active participation and attendance at all relevant venue operational
    planning forums and meetings.

•   Support and lead central EVS central projects as assigned.

•   Develop EVS and venue-based policies and procedures, EVS run daily run
    sheets, EVS post instructions and other operational documentation as directed
    as well as written and verbal reporting.

•   Support activities across the Venue Management and Event Services
    Department as required.

•   This role will transition to become an EVS Venue Manager, positioned in the
    Event Control Room (ECR), during the delivery of the event.

Responsibilities of the role will evolve during the lifespan of the Organising
Committee and it is likely that the role profile will evolve with the changing needs of
the organisation.

3. PERSON SPECIFICATION
a) Skills and experience required

     AREA                   ESSENTIAL                           DESIRABLE

 Qualifications                                         • A bachelor’s degree or
                                                           equivalent in business,
                                                           events, sport management
                                                           or a related field.

                                                        • NVQ Level 4 Diploma in
                                                           Spectator Safety.

                                                        • SIA License.

 Skills &          • Highly developed facilitation,
 Abilities            communication and
                      negotiation skills.

                   • Flexible, resilient and positive
                      through organisational
                      growth and other challenges.

                   • Confident and outgoing
                      without being overpowering.

                   • Ability to build excellent
                      internal and external
                      relationships.

                   • Excellent interpersonal skills.

                   • Self-motivated.

• Results driven.

              • Strong organisational skills.

              • High level of attention to
                 detail.

              • Ability to work effectively with
                 individuals of all levels.

              • Solid time management and
                 goal orientation skills.

              • Persuasive and articulate
                 with good presentation skills.

Knowledge &   • Significant experience in a        • Operational planning and
Experience       similar role within event            implementation role in
                 services, crowd management           Event Services or similar at
                 or venue management.                 previous multisport event
                                                      would be an advantage,
              • Knowledge and experience              and/or experience of
                 of working within the                delivering events within a
                 guidelines set out by the            UK major sporting venue or
                 Green Guide and other UK             festival environment.
                 event based legislation.
                                                   • Experience in a start-up or
              • Experience in the                     limited lifespan
                 management of large teams            environment.
                 with a high proportion of
                 volunteers and/or contractor      • Experience in Stewarding
                 staff.                               Contractor operations and
                                                      management.
              • Experience in the programme
                 management of complex             • Experience in training
                 projects.                            and/or presenting to large
                                                      groups.
              • Demonstrated experience
                 using MS Office Suite of
                 products including Word,

Excel and PowerPoint at an
                     intermediate or above level.

b) Personal Qualities

Teamwork         • Embraces diversity and displays respect and loyalty to
                     colleagues, the organisation and partners;
                 • Engages effectively, and is helpful and supportive towards
                     others;
                 • Highly collaborative, taking the time to engage with team
                     members;
                 • Reliable and committed to success of the team;
                 • Embraces change and is adaptable;

Communication • Natural communicator at all levels, approachable and
                knowledgeable;
                 • Open and transparent but also maintains trust and
                     confidentiality;
                 • Prepared to challenge information and bureaucracy;
                 • Embraces and absorbs new information.

Commitment       • Excellent communication, diplomatic and interpersonal skills;
and results          the ability to enthuse, negotiate and influence across a variety
delivery             of forms of communication;
                 • Demonstrate an ability to interpret a range of information or
                     tasks, making decisions that have an impact on the wider sport
                     team and project;
                 • An ability to mentor team members, developing their
                     capabilities through support, guidance and exposure to
                     opportunities.

Motivation and   •   Demonstrates enjoyment in their work;
drive            •   Professional, polite and approachable manner;
                 •   Positive attitude and optimistic;
                 •   Resilient, calm and in control of emotions;
                 •   Self-motivated and proud to be part of the experience;