Senior Operations Manager Global Sports Events Firm

About the Company:

The Company is seeking to fill this role is one of the worlds leading sports event management companies established since 1991 and has had a presence in Qatar for over five years.

Role & Responsibilities Summary:

The Senior Operations Manager in the Hospitality Division is a critical role responsible for strategic planning and execution of worldclass operations across major events within the companys portfolio.

Reporting to the Head of Operations and overseeing the Operations Manager this role manages the full project lifecycle from initial planning and contract management to the mobilisation operational delivery and demobilisation of service providers and event sites.

The Senior Operations Manager may take a lead role in a specific hospitality function focusing on areas such as Catering (CSP management operational planning food and beverage logistics menu engineering) Guest Services (access control hosting gift management security entertainment) or General Operations (space allocation venue deployment training reporting cleaning and guest experience) or a combination of the above functions depending on the project/ event underway. Each area involves supplier contract management detailed operational planning and seamless delivery.

During the Mobilisation & Operational Phase the Senior Operations Manager assumes a lead position onsite managing hospitality operations at the venue or cluster level. This includes overseeing all functional areas within the Consultancy LLCs hospitality operations ensuring smooth execution and an exceptional guest experience.

Operational & Space Planning

• Work in partnership with the Senior members of the Operations team in defining the operational requirements for different projects and events developing detailed plans that meet the needs and requirements of all events functional areas such as: catering hosting services entertainment gift programme security cleaning others.
• Collaborate on creating operational planning for the frontofhouse (FOH) and backofhouse (BOH) spaces of each event site ensuring that all functional areas and services are allocated with the space they require to perform their operation.

• Create comprehensive event operational documentation including standard operating procedures (SOPs) operational narratives reporting systems and eventspecific planning materials.

Project Management

• Manage the key project timelines milestones and deliverables for designated tasks and workstreams ensuring all operational objectives are met within the defined time frame.
• Oversee the development of project planning deliverables ensuring that Service Providers receive clear guidelines infrastructure and access to meet their contractual obligations.

• Develop and implement tracking systems including timelines key performance indicators (KPIs) handover forms and postevent reporting to maintain operational efficiency and accountability.

Contract and Supplier Management

• Together with the Procurement Team identify key suppliers in the local and international market and manage the contract management process from initial project scoping to mobilisation and delivery.
• Liaise with procurement teams to ensure service levels contracts and agreements meet company standards scope and requirements

• Assist in procurement processes tender reviews and documentation

• Act as the central liaison between Service Providers internal departments and external stakeholders facilitating effective communication and resolving operational issues as needed.
• Ensure Service Providers adhere to all relevant health safety sustainability and food safety regulations and support their compliance with contract terms company policies and local regulations maintaining a high standard of operational integrity.
• Conduct preevent briefings meetings tastings and workshops with teams to ensure staff are fully trained on product definition service expectations guest interaction and health and safety protocols.
• Implement postevent reviews with catering partners to assess performance gather feedback and identify areas for improvement to ensure continuous enhancement of service delivery.

Stakeholder Management

• Developing and maintaining sound professional relationships with the joint venture partners tournament or event organisers local organising committees Host City Municipalities and other officials and stakeholders relating to all projects planning production and operations.

Team Leadership and Development

• Work in close collaboration with other Senior Operations Managers and members of the operational and Event Delivery Teams in ensuring a cohesive and positive approach to all planning training and operational requirements.
• Manage and mentor the Operations Manager providing guidance and support to ensure the team is equipped to deliver exceptional services.
• Develop training programs for service providers focusing on operational efficiency guest services and health & safety standards.

Event Mobilization and Delivery

• In collaboration with the Events Delivery team direct the operational teams in the mobilisation of services providers for key events ensuring all logistical and operational elements are delivered on time.
• Liaise with Events Delivery and/or different venues to receive spaces and legacy equipment on schedule in accordance with maps & drawings and manage the process of handing over the necessary items to the suppliers.
• Oversee the coordination of services during event setup ensuring alignment with overall event plans.

Crossfunctional operations

• Work closely with other Senior Operations Managers and key functions in developing all required event operations training reporting and operational collateral covers all cross functional requirements of operations.
• Develop operational team deployments and event time roles that capture the required operational delivery and management of all key services and functions for the events and venues
• Collaborate with other operational functions in all aspects of planning including guest experience general venue/event operations and cleaning event delivery and technical mobilisation
• Development of event reporting systems including KPI tracking postmatch/ event reports operational and readiness checklists.

Post Events Reconciliation

• In conjunction with HQ and Procurement teams complete the reconciliation of all services related costs providing detailed reports on services performance supplier evaluations team performance and guest feedback.
• Conduct postevent reviews to assess the effectiveness of services identifying areas for improvement and capturing lessons learned.
• Assist the Procurement Team with the reconciliation of contracted suppliers including change requests and any other point.

• Hold post event debrief meetings with internal & external stakeholders.

• Implement process improvements for future events based on postevent analysis.
• Together with the Events Delivery team coordinate the dissolution strategy of the Hospitality assets from venues and event offices identifying costsavings strategies and potential resale of items.

Event Operations Management

• The position will be required to oversee the operations for multiple events throughout the annual calendar ensuring smooth execution and coordination across various sites.
• As per the requirement of each event this role will either oversee a cluster of venues or perform a specific Event Team role acting as the key liaison for the operational services and deliverables of the project. This includes managing and coordinating multiple service providers and stakeholders ensuring timely and efficiency on the delivery of all services and performing the role as per the Event Team Job Description.
• Lead the coordination of service provider operations ensuring that they are granted access to the necessary spaces and infrastructure to fulfill their contractual obligations and have the required resources information and support to deliver on their obligations. Address any discrepancies or issues with service delivery as they arise.

Event Operations Function Areas

• Together with the Senior Operations Team manage the operations and Event Team in leading the event deliverables across all functional areas: Catering Operations Technical Operations Guest Services Operations Inventory & Fulfillment Ticketing & Customer Service Operations.

• Guest Experience:

• Assist in management of successful implementation of the Guest Services operational plan across all event sites ensuring the assigned teams execute the entertainment wayfinding security access control and hosting functions to the highest standards. This includes welcome desks operations wristbands and gift distribution guest checkin tracking system and guaranteeing that staff is fully equipped to manage their guest interactions stock control and attendance reporting processes.

Catering and Service Provider (CSP) Management:

• Assist in management planning and execution of the catering operations (CSP) ensuring the coordination of service providers in line with the operational plans and meeting health and safety hygiene and food safety standards intervening when necessary to address any service gaps or operational challenges.
• Provide leadership to teams managing the mobilisation of catering service providers guaranteeing the timely distribution and installation of all equipment and infrastructure needed for food and beverage delivery.

Technical Setup and Infrastructure Leadership:

• Support the Event Delivery infrastructure and operational teams ensuring smooth integration of all mobilization of technical and infrastructure setup across all event sites including Front of House (FOH) and Back of House (BOH) are fully operational and compliant with event standards prior to the event start.

• Collaborate with Events Delivery and the Event Teams on managing the execution and installations of furniture branding wayfinding signage and dcor to align with event standards and timelines.

Inventory Fulfilment and Customer Service Governance:

• Ensure accountability across Event Teams for the effective event operational management of customer service operations including ticket issue resolution guest seating concerns and handling customer feedback promptly and professionally liaising with the respective departmental leaders.

Issue Resolution & Reporting:

• Develop and manage issue resolution process handling crisis management swiftly addressing any operational challenges or emergencies to ensure minimal disruption to event proceedings.

• Provide realtime reporting including issue logs and risk assessment to the Hospitality Division covering operational performance service delivery and any incidents ensuring continuous improvement and accountability.
• Work closely with all Event Team members to consolidate the service providers Key Performance Indicators (KPI) as well as any required consumption reconciliations after an event.

General

• Until otherwise agreed this position is based in the Doha office (Qatar) but requires intermittent travel to the GCC region and potentially other countries.
• The nature of our business is such that it may be necessary to amend or add the responsibilities and you may be required to perform other tasks that are allocated to you specific to the projects at hand.
• Act in compliance with the companys contract terms policies and procedures.

Essential Experience:

• Minimum 10 years of experience in large scale international events preferably in the field of Hospitality and with experience in different events sites type.
• Good knowledge of international and localised food and beverage cultures relating to Hospitality services at major events.
• Experience and understanding of FOH and BOH operations required to deliver premium hospitality guest experience
• An indepth understanding and experience of international event procurement and contract management from tender design to execution
• Ability to coordinate operational teams composed of direct reports multiple contractors and services suppliers in delivering high level hospitality programmes
• Experience in working in a multicultural organization and with international stakeholders such as Government Organisations Sporting Federations and Local Organising Committees

Essential Skills:

• Ability to work calmly under pressure and meet multiple deadlines flexible in a constantly evolving environment with good proactive problemsolving skills

• Strong project management and time management skills

• Good administration and IT skills including Microsoft Office and Cloud based programmes
• Strong verbal and written communications skills fluent in both written and spoken English

• Excellent team leader and developer of management team

• Experience in Qatar or GCC

Expected Contract Length:

From Q4 2024 to 9 th April 2027