Venue Operations & Maintenance Director

Venue Operations and Maintenance Director
Location: Old Trafford Stadium

At Manchester United, we believe that excellence on the pitch starts with excellence off the pitch. Our team thrives in a high-performance environment, united by a shared passion for success. We aim to elevate the standard of performance through collaboration and continuous growth, creating a space where everyone can contribute their best to our common goals. 

We work together at our iconic Manchester United offices, enabling connection and innovation as we look ahead to what we can achieve as a global football club. We are excited to bring in passionate people who share our vision and drive for success. 
 
The Purpose: 

The Venue Operations and Maintenance Director will lead Manchester United’s Venue operations, with full strategic and operational responsibility for key areas including Catering, Museum & Stadium Tours, Group Logistics, and Facilities & Maintenance. As the senior deputy to the Chief Operating Officer, you will oversee cross-functional operations at one of the world’s most iconic sporting venues, ensuring seamless delivery of matchdays, events, and daily business activity.
You will be responsible for driving operational excellence, regulatory compliance, visitor satisfaction, and commercial performance while safeguarding the long-term integrity of the stadium and infrastructure. This is a highly visible leadership role requiring strong stakeholder management, rapid decision-making, and the ability to operate effectively in a complex, high-pressure environment.

The Role:

Key Responsibilities
Operational Leadership & Strategy

• Deputise for the COO as required, acting as the senior operational lead across the business.
• Set and execute the Venue operations strategy, aligning activities with commercial, fan experience, safety, and sustainability goals.
• Identify and escalate key risks, issues, or compliance concerns to the COO and senior leadership.
• Act as point of escalation and incident lead during all matchdays and major events.
• Lead internal matchday and large-scale event planning meetings, ensuring clarity of actions, coordination, and communications.
• Represent the club in post-event debriefs, Premier League delegate meetings, and incident reviews.

Facilities & Maintenance

• Oversee infrastructure maintenance, capital projects, and technical services, ensuring reliability, compliance, and future readiness.
• Collaborate with internal stakeholders and external contractors to deliver projects on time and to standard.
• Conduct regular site walks and building reviews to assess operational readiness and facility conditions.

Catering & Hospitality

• Provide leadership across all catering verticals including kiosks, hospitality, Red Café, events, and public catering.
• Chair weekly catering leadership meetings and review hospitality feedback post-match to address issues and trends.
• Review and approve catering-related contracts and proposals.

Museum & Tours

• Monitor and improve visitor experience and performance at the Museum and Tours.
• Lead daily and weekly performance reviews and act on visitor trends or operational issues.

Logistics & Event Management

• Lead venue-wide logistics and support planning for events, conferences, matchdays, and special activities.
• Review and approve event contracts, provide guidance on event feasibility, and manage complex scheduling overlaps.
• Support MUFC Foundation with charity events and community initiatives.

Compliance, Licences & Safety

• Regularly review relevant licenses across departments to ensure validity and compliance.
• Attend Safety Advisory Group (SAG) meetings and prepare required documentation.
• Chair monthly Fire Safety Reviews and support the delivery of the Fire Risk Assessment requirements.
• Prepare monthly Health & Safety reports and executive summaries for Risk Committee presentations.
• Manage relationships with local regulatory authorities including Trafford Council, Licensing, and Environmental Health.

Stakeholder Engagement & Communication

• Lead scheduled 1:1s and daily catch-ups with direct reports to support performance and development.
• Maintain regular contact with:
  • Head of Communications for alignment on reputational matters.
  • Capital Projects Project Manager for infrastructure coordination.
  • HR Business Partner to address staffing and performance issues.
  • Finance Business Partners for monthly budget reviews.
• Attend quarterly meetings with local councillors and community reps, fans forums, and appeal panels.
• Serve as liaison for Transport for Greater Manchester on matchday travel coordination.

Customer Experience

• Review matchday incident escalation charts and contribute to pre-match communications to the CEO and Executive Leadership Team.
• Jointly manage escalated customer complaints in line with Club Charter, liaising with internal departments and occasionally legal teams.
• Represent Venue Operations in Fans Forum meetings, responding to supporter-submitted queries.

Administrative & Governance

• Process and approve annual leave, expenses (via Concur), and incoming event contracts.
• Lead and develop business cases and tender assessments for new projects or suppliers.

Maintain responsiveness to a wide array of internal/external stakeholder queries, including media, legal, commercial, and community-based requests.
The Person: 
  
We are looking for someone who has: 

• Proven experience in senior operations leadership within a complex, high-profile venue (e.g., stadium, arena, heritage site).
• Expertise across infrastructure management, catering & hospitality, large-scale event logistics, and visitor operations.
• Excellent knowledge of UK/EU health, safety, licensing, and operational compliance legislation.
• Outstanding leadership and people development skills; proven track record managing high-performing teams.
• Strong stakeholder engagement and communication skills, with board-level presence.
• Commercially astute, with ability to manage budgets and drive revenue without compromising quality.
• Resilient, detail-oriented, and calm under pressure—able to manage crisis scenarios effectively.
• Experience with tendering, contract negotiation, and operational change implementation is highly desirable.
• Familiarity with British and European stadium regulations and best practices.

 What We Offer: 
At Manchester United, we recognise that our people are at the heart of our success. That’s why we offer a range of rewards designed to support your professional and personal well-being:

• Annual incentive scheme
• Wellness Support with access to mental health resources, digital health checks, and & nutritionists through Aviva Digicare+ Workplace
• Exclusive Discounts through our United Rewards platform, giving you access to exclusive deals from the club and partners
• Gym Facilities in our onsite locations and opportunities for regular social events and team-building activities
• Enhanced family Leave Benefits and an opportunity to purchase additional holiday days
• Enhanced Career Development with access to professional learning platforms like LinkedIn Learning, and internal training programs
• A Supportive Work Environment that values diversity, equity and inclusion, and individual growth

Our Commitment to You: 
  
At Manchester United, we believe that a diverse and inclusive environment makes us stronger. We are committed to building a team where everyone feels welcomed, valued, and empowered to contribute their unique perspectives. Diversity, equity and inclusion are at the core of our recruitment strategy, and we welcome applicants from all backgrounds. 
  
Ready to Join Us? 
  
If this sounds like the perfect role for you, please submit your application by Monday 7th July 2025
 
Manchester United is committed to safeguarding children and vulnerable adults, and as part of this commitment, all candidates will undergo a Disclosure and Barring Service check and reference checks. 
 
If you need any adjustments to help you perform at your best during the recruitment process, please feel free to contact us, and we will be happy to discuss them with you. 
 
It is unlawful to employ a person in a UK-based job who does not have permission to live and work in the UK. You should make yourself aware of how immigration laws apply to you before applying for any of our roles. Your personal data will be processed on MU’s behalf by Korn Ferry