Olympic & Paralympic Technology Program

Role Overview

The Service Manager is the end-to-end service lead for a portfolio of Games applications delivered to the Organizing Committee for a specific Olympic & Paralympic Games edition.

You act as the trusted advisor to the Organizing Committee, ensuring applications are configured, delivered, transitioned, and operated in a way that fully supports business processes and operational readiness.

This role blends client leadership, service design, agile delivery, and live-event operations in one of the most complex and visible technology programs in the world.

You will work closely with:

• The Organizing Committee (e.g.,LA28)

• International Olympic Committee

• Application Product Owners & Scrum Teams

• Integration & Quality Engineering teams

• Government stakeholders and service providers

What You Will Own

Client Leadership & Service Governance

• Act as the trusted advisor to the Organizing Committee for configuration and operations of assigned services

• Serve as the single point of contact for all planning, delivery, and operational topics related to your service portfolio

• Develop deep understanding of the client's structure, governance model, and business processes

• Build and maintain strong working relationships with:

  • Organizing Committee stakeholders

  • International Olympic Committee

  • Application providers

  • Relevant government agencies

• Proactively identify and escalate risks before they become operational issues

Service Strategy & Definition

• Define and agree Service Level Requirements (SLRs) with the client

• Participate in:

  • Requirements gathering

  • User journey definition

  • Process and data flow mapping

  • Integration test case definition

• Partner with Product Owners and Scrum Masters to ensure feature delivery aligns with client priorities and timelines

• Contribute to hardware sizing and environment planning (if applicable)

• Ensure service design aligns with Service Level Objectives (performance, stability, resilience)

Agile Delivery & Release Coordination

• Coordinate feature releases with application teams and client stakeholders

• Align with Scrum of Scrums to ensure planning milestones are maintained (AIPS, APPS, etc.)

• Review and validate new features before client handover

• Execute and review client UAT test cases prior to formal User Acceptance Testing

• Ensure test plans from application providers and Quality Engineering align with business needs

• Contribute service-level metrics and test scenarios for system validation

Service Transition & Operational Readiness

• Lead the transition from project delivery to operational service

• Drive conversations around optimal configuration and process alignment

• Coordinate cross-functional readiness activities, including:

  • Training

  • Data preparation & population

  • Environment readiness

  • Access management

  • Support model definition

• Produce key documentation:

  • Policies and Operational procedure

  • Training materials

  • Support procedures

Service Operations & Games-Time Leadership

• Monitor assigned services during pre-Games and Games-time operations

• Provide Level 2 support for incidents and service degradation

• Lead client handover and user training for new features

• Prepare and validate production environments ahead of critical milestones

• Ensure full-service continuity - applications, training, support - during peak operational periods

You are accountable for protecting service quality, stakeholder confidence, and the reputation of the delivery organization during high-visibility moments.

Experience & Background

• 5+ years of professional experience in client-facing roles such as:

  • Service Manager

  • Account Manager

  • Delivery Lead

  • Product Owner

• Experience managing business applications in complex environments

• Experience in large-scale event programs or multi-stakeholder technology ecosystems

• Fluent in English (written and spoken)

Core Competencies

• Strong stakeholder management and executive communication skills

• Customer-first mindset

• Ability to understand complex business processes and translate them into service solutions

• Structured problem-solving and decision-making under pressure

• Risk anticipation and proactive mitigation

• Strong collaboration skills in cross-functional teams

Highly Valued Experience

• Experience in System Integration environments

• Experience working in Agile delivery models

• Experience building or configuring enterprise applications

• Previous Games integration or operational experience

Why This Role Is Unique

This is not a traditional IT Service Manager role.

You will operate at the intersection of:

• Client advisory

• Product delivery

• Service design

• Live-event operations

Your work will directly impact the operational readiness of an Olympic & Paralympic Games, supporting thousands of users in a high-pressure, global environment.