Cluster Telecom Services Manager (CTSM)

The Cluster Telecom Service Manager (CTSM) provides strategic leadership and operational oversight for telecommunications and network services across a group of venues. This role is ideal for a highly motivated, extremely detail-oriented leader who excels at empowering teams, resolving complex issues, and ensuring consistent service delivery. The CTSM supports and mentors Venue Telecom Service Managers (VTSMs), ensuring alignment with organizational standards and seamless coordination across venues.

Responsibilities:

• Oversee telecom service delivery across multiple venues, ensuring consistency, quality, and operational readiness.
• Lead and mentor a team of VTSMs, providing guidance, escalation support, and performance oversight.
• Serve as the escalation point for venue-level telecom issues and coordinate with the Technology Operations Center (TOC) for resolution.
• Develop and manage cluster-wide telecom strategies, schedules, and resource plans.
• Ensure compliance with organizational standards for telecom services including Cisco LAN/WLAN architecture, VoIP, mobile networks, and spectrum management.
• Provide operational leadership for resolving network issues across venues, acting as the senior point of contact for triage and escalation.
• Ensure alignment between telecom operations and both physical and virtual security protocols.
• Collaborate with internal departments, external partners, and government agencies to ensure seamless service integration and delivery.
• Track risks, issues, and performance across all venues in the cluster, and report regularly to senior leadership.
• Support the recruitment, onboarding, and training of VTSMs and their teams.
• Organizational Excellence: Demonstrates mastery in orchestrating complex, multi-venue operations. Anticipates interdependencies across sites, builds scalable plans, and ensures all cluster venues remain “audit ready” through rigorous documentation and proactive oversight.
• People & Communication: A confident, composed communicator who leads with clarity under pressure. Capable of running high-stakes bridge calls, mentoring VTSMs, aligning cross-functional teams, and briefing senior executives with authority and precision.
• Customer Focus: Maintains a sharp focus on the end-to-end event experience across the cluster. Anticipates operational needs, balances competing priorities, and makes informed trade-offs to uphold service quality and stakeholder satisfaction.
• Attention to Detail: Holds a high bar for accuracy and consistency across all venues. Tracks issues, assets, and deliverables with precision, ensuring nothing falls through the cracks in a fast-paced, high-visibility environment.
• Stakeholder Engagement & Problem Solving: Builds strong relationships with internal teams, partners, and vendors. Navigates ambiguity with confidence, resolves escalations swiftly, and drives alignment across diverse stakeholders to keep operations on track.

Required Skills:

• 8+ years of experience in operations, project management, or technology leadership roles, with at least 3 years managing multi-site teams, preferably in a live sports environment.
• Demonstrated success in leading complex, high-stakes operations in live event or venue environments.
• Familiarity with telecommunications systems and infrastructure; a solid understanding of Cisco LAN/WLAN networking and security principles is a plus, not required.
• Highly motivated, proactive, and capable of driving performance across multiple teams.
• Exceptional attention to detail, with a strong focus on quality assurance and operational excellence.
• Strong leadership, coaching, and stakeholder engagement skills.
• Bachelor’s degree in a relevant field (e.g., Business, Information Technology, Event Operations) required; advanced degree or certifications (e.g., PMP, ITIL) preferred.
• Experience working with diverse teams across multiple organizational boundaries.