Description: Olympia Events is more than an exhibition venue, conference centre and live-event space - it’s an inspiration. Against a backdrop of grand Victorian architecture, the seven connected spaces inspire engagement and enjoyment. Olympia Events is recognised in the industry for exceptional levels of customer service and support, and our numerous awards are testament to our clients' satisfaction. Beyond the walls of our venue, Olympia is on the ground, working to invest in people, strengthen our communities, and protect the environment.

Olympia Events is undergoing a period of change. In 2017, the venue was bought by a consortium led by Yoo Capital and Deutsche Finance international. Work is currently underway to transform the wider estate into a cultural hub of which Olympia Events will be the central part. Once complete, the estate will include a new theatre, music venue, two hotels, over 30 eateries, world-class office space and over two acres of public realm. More information can be found at https://olympia.co.uk/

Job Purpose:

To oversee and manage all show related Technical Services delivery, ensuring the successful delivery of technical services to clients. This role involves coordinating with various departments, managing technical projects, and ensuring that all technical requirements are met efficiently and effectively. The Technical Services Manager will also play a strategic role in shaping the future direction of eForce's technical services and driving continuous improvement.

Key Responsibilities:

• Collaborate with the Commercial Team to understand and translate Organisers & Exhibitors connectivity requirements into current and bespoke eForce services.
• Review and liaise with the eForce Operations teams to assess the feasibility of service delivery and ensure all orders are accurately recorded and handed over for installation ahead of events.
• Act as the primary point of contact between clients and the delivery team, ensuring smooth communication and coordination.
• Provide detailed technical briefs to Organiser / Exhibitor operational teams to accommodate customers’ needs onsite.
• Monitor and report on the performance of the installation team, identifying areas for improvement and implementing necessary changes.
• Ensure compliance with all Health & Safety requirements.
• Manage technical issues during events, providing timely resolutions and escalating significant challenges to the Head of eForce & IT and maintain records.
• Generate ideas to enhance the existing product portfolio and boost revenue, reporting back to the Head of eForce & IT.
• Develop and implement strategic plans for the installation team, aligning with the overall goals of eForce.
• Drive continuous improvement initiatives to enhance service delivery and operational efficiency.
• Mentor and develop team members, fostering a culture of excellence and innovation.
• Ensure all technical services are delivered on time, as sold, and meet the required standards.
• Work with customers to create testimonials.
• Provide support and share key information about allocated events with all members of eForce staff.
• Ensure timely delivery of onsite payments and associated documentation from the Service Desk back to the back office post-event.
• Resolve or escalate customer queries to management if required.
• Develop and execute strategic initiatives to drive growth and innovation within the installation team.

Person specification:

• Extensive customer service experience.

• Level 1 Certificate in ICT Professional Competence (City & Guilds) or equivalent.

• Proficiency in M365 applications.

• Project Management experience.

• Proven experience in a senior technical management role.

• Strong strategic planning and leadership skills.

• Excellent verbal and written communication skills.

• Ability to translate customer requirements into technical briefs.

• Effective time management skills.

• Ability to work under pressure and resolve technical issues quickly.

• Ability to mentor and develop team members.

• Technically minded.

• Team player with an outgoing and enthusiastic attitude.

• Commitment to constant improvement.

• Diplomacy and willingness to work unsociable hours when required (e.g., weekend work, late nights).