COI MADRID - SERVICE MANAGER

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.