Event Technology role

Event Technology Lead Reporting to: IT Operations Manager

Working pattern: hybrid - typically 4 days in the office. Purpose of the role The Event Technology Lead is a customer-facing role in the Technology department, responsible for coordinating the delivery and review of event-related technology services at Excel London.

The role provides a single point of coordination for event technology, aligning IT Sales, internal Technology teams and the managed service provider (AMP) to support event delivery. The post holder helps ensure that technology services sold are achievable, supported and delivered in line with Excel's technical standards and customer expectations. Excel delivers large-scale, technically complex events where network connectivity and digital services are business-critical and commercially significant. This role exists to ensure alignment between what IT Sales sell, what Technology and AMP can deliver, and what customers ultimately experience. It reduces operational and commercial risk by validating requirements before events, improves customer experience, and minimises service disputes and post-event remediation

Technology Team

The Technology team is responsible for delivering reliable, customer-focused IT support and services across the business. With a commitment to continuous improvement and collaboration, the team ensures that systems, devices, and infrastructure are maintained to a high standard, enabling smooth day-to-day operations for over 250 users and over 400 events each year.

Key responsibilities

1. Pre-Event Coordination

* Coordinate customer technology requirements with IT Sales and event organisers

* Confirm with AMP technical feasibility, capacity, readiness and any associated costs outside of event contractual

* Ensure services sold are achievable and aligned to Excel London standards

* Identify delivery risks early and escalate where requirements cannot be met

* Coordinate and maintain pre-event readiness checks and supporting documentation

* Coordinate service improvements to expand the IT service catalogue and support sales opportunities

* Collaborate closely with the event management team to coordinate requirements according to the established timeline and planning framework

2. Event Delivery

* Act as the on-site technology point of contact for event organisers, IT Sales and Event Services assisting with enquiries and complaints

* Coordinate issue resolution with AMP and internal Technology teams and IT Sales

* Maintain situational awareness of service health, risks and mitigations

* Coordinate communications during technology incidents or service degradation and ensure IT Sales are informed

* Balance customer expectations, commercial commitments and technical constraints

* Ensure Wi-Fi Policy has been adhered to and maintained during event days

3. Post-Event Review

* Lead post-event service debriefs with internal teams and AMP

* Review incidents, near-misses, successes and performance metrics

* Ensure lessons learned and actions are captured and tracked

* Support continuous improvement of event technology services

4. Decision Authority and Escalation

* Escalate technical decisions to relevant stakeholders where required

* Escalate risks impacting stability, security or customer experience

* Clear escalation path to the IT Operations Manager

5. Process Ownership

* Own and continuously improve the event technology coordination process

* Maintain documentation, readiness checklists and review templates

* Ensure consistent application of standards across events

Core competencies

Stakeholder and Customer Management - builds trusted relationships and manages expectations across customers, Sales, Technology and AMP Service Coordination and Accountability - coordinates end-to-end delivery and ensures clear ownership from planning through post-event review Risk Awareness and Decision Making - spots delivery risks early, weighs trade-offs, and escalates or decides fast to protect outcomes Live Event and Incident Management - leads calm, structured response during live service issues; drives resolution and keeps others aligned Clear Communication & Influence - communicates clearly to both technical and nontechnical audiences and drives decisions on event technology outcomes

Experience

* Experience delivering technology services for live events in a venue/exhibition/conference environment

* Experience working with enterprise IT services (e.g. networks, wi-fi, identity, endpoints) in customer-facing operational settings

* Experience coordinating incident response during live service disruption (triage, communications, escalation)

* Experience working in commercially sensitive environments (service catalogue, cost/feasibility, managing scope vs expectation)