Head of IT Service Management

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