Organisation Harlequin Football Club Ltd Salary D.o.e. Location Langhorn Dr, Twickenham TW2 7SX Contract type Permanent (Full time) Closing date 30 November 2025 Job Description Role Overview
The Operations Director is accountable for the safe, efficient operations of Harlequin Football Club Limited.
The Operations Director leads the strategic and operational delivery of all stadium and Training Ground facilities and event operations, ensuring that The Stoop remains a benchmark venue for safety, service, and supporter experience. The role provides the leadership, and governance that underpin the Club’s operational excellence, while remaining actively engaged in day-to-day delivery across matchdays, facilities, and business operations.
Reports To: Chief Executive Officer
Direct Reports: Head of Operations, Safety Officer, IT Manager, Facilities & Maintenance Leads Head Groundsman (contractors).
Location: The Stoop with regular travel to the training ground in Guildford.
Key Responsibilities
1. Strategic and Operational Leadership
• Lead the planning, execution, and continuous improvement of all operational functions including stadium management, matchday delivery, health and safety, IT, and facilities ensuring consistent alignment to the Club’s strategic vision and standards.
• Provide clear leadership and direction to the Operations Department, setting priorities, objectives, and performance standards that drive excellence across all areas of delivery.
• Serve as the operational lead within the club, translating strategy into practical execution that enables commercial growth, best in class supporter experience, and regulatory compliance.
• Act as the lead contact for all external agencies and authorities including Richmond Council, Emergency Services, SGSA, RFU, PWR and PREM Rugby maintaining strong, transparent partnerships and ensuring the Club’s voice is represented.
2. Matchday Safety, Security & Supporter Experience
• Oversee the creation and execution of all matchday operational and safety plans, ensuring full compliance with the Stadium Safety Certificate, Premises Licence, and the SGSA Guide to Safety at Sports Grounds.
• Work in partnership with the Safety Officer to maintain the highest standards in crowd management and a unified command structure on event days.
• Lead the Club’s approach to safety culture, emergency preparedness, and business continuity, ensuring robust contingency planning and tested incident response procedures.
• Champion the matchday supporter experience integrating operational delivery, presentation, and sports entertainment to create an engaging and memorable atmosphere including our 2 showcase, league leading events at the Allianz Stadium (Big Game and Big Summer Kick Off)
• Oversee Sports Presentation and event activation, ensuring that each fixture reflects the Harlequins identity and elevates both the on-field and fan experience
• Drive continuous improvement through feedback, and Net Promoter Scores (NPS), targeting measurable year-on-year enhancements in satisfaction, accessibility, and atmosphere.
3. Facilities and Stadium Management
• Lead all facilities management functions across The Stoop and training sites, ensuring statutory compliance, asset protection, and the highest standards of presentation and reliability.
• Develop and implement long-term maintenance and capital investment strategies, balancing operational needs with commercial opportunity and financial prudence.
• Direct the Club’s annual capital programme, ensuring projects are delivered on time, on budget, and aligned with strategic priorities.
4. Commercial and Contractor Management
• Lead the operational and contractual management of all stadium hires ensuring delivery to the highest standards and alignment with client expectations.
• Manage key supplier relationships across Hard and Soft FM, Stewarding, Security, and Grounds, ensuring performance-based contracts, continuous improvement, and operational resilience.
5. Health, Safety and Risk Management
• Serve as the Board’s accountable person for operational safety and compliance.
• Oversee the development, implementation, and monitoring of all Health & Safety policies, systems of work, and contractor control processes across the Club.
• Maintain a live and reviewed Risk Register, ensuring that risks are appropriately owned, mitigated, and escalated.
• Lead the Club’s Safety Committee and drive a proactive safety culture through visible leadership, performance measurement, and continuous improvement.
• Ensure full statutory compliance across fire systems, electrical testing, lifts, gas, water hygiene, and asbestos management, maintaining a live compliance tracker and reporting framework.
• Support the Clubs safeguarding strategy and commitments, acting as a match day deputy safeguarding lead, alongside the Safety Officer.
6. Sustainability and Environmental Responsibility
• Lead the development and delivery of Harlequins’ sustainability strategy, embedding energy efficiency, waste reduction, and environmental management across all areas of operations.
• Promote a culture of responsibility and innovation that positions Harlequins as a leader in sustainable venue management.
7. Technology and Systems
• Oversee the Club’s Information and Technology team, ensuring systems are secure, resilient, and aligned to the Club’s roadmap.
• Drive continuous improvement in matchday and presentation technology.
8. Financial Management and Governance
• Manage an annual operating budget ensuring financial control, forecasting accuracy, and alignment with Club priorities.
• Develop annual operational and capital budgets.
9. Leadership and Culture
• Lead, inspire, and develop a high-performing Operations Team that embodies Harlequins’ values and delivers excellence across every aspect of operational delivery.
• Champion a culture of accountability, collaboration, and continuous improvement across the Operations Department.
• Provide mentorship and support to the Head of Operations and other direct reports, ensuring clear succession planning and professional development pathways.
Essential Qualifications & Experience
•Proven experience at Director or Head of Operations level within a professional sports, venue, or major events environment.
• Demonstrable success in leading large-scale operational delivery across safety, facilities, and event management functions.
• Deep understanding of the SGSA Guide to Safety at Sports Grounds, HSE standards, and UK licensing and compliance frameworks.
• Track record of managing complex budgets, contracts, and multi-disciplinary teams.
• Experience in stakeholder engagement at senior levels including local authority, emergency services, and governing bodies.
• Strong commercial, financial, and strategic acumen.
• NVQ Level 4 in Spectator Safety Management.
• Experience of managing third party contracts and contractors driving excellence and value for money.
• Enhanced DBS certificate required.
Desirable Attributes
• Experience in sustainability leadership and environmental reporting.
• Project Management qualification (e.g., PRINCE2, APM).
• NEBOSH General Certificate (or equivalent).
• Experience of large-scale refurbishment or new-build capital projects in a live event environment.
• Demonstrable passion for sport and for delivering exceptional fan experiences.
• Comfortable working strategically but can also be ‘hands-on’ when needed.
• Excellent interpersonal and communication skills, with the ability to inspire confidence and collaboration.