Assistant Director, Games Experience

Sport Singapore; Singapore; On-site; SGD 120,000 - 170,000; Full time

Job summary

Sport Singapore is seeking a senior leader to shape the Games Experience Strategy and framework, leading the development of stakeholder research, journey maps and service standards across venues and functional areas.

You will drive governance, readiness, and workforce development, translating standards into practical training and tools, coordinating cross‑functional delivery, and guiding post‑Games evaluation to inform future major events and SportSG’s service excellence agenda.

Qualifications

• Experience leading cross-functional workstreams and stakeholder engagement.
• Proven ability to translate broad objectives into actionable frameworks and plans.
• Strong governance, risk management and delivery discipline.
• Ability to drive service or experience-related transformation across large teams.
• Analytical mindset with use of data and insights to inform decisions.

Responsibilities

• Shape the Games Experience Strategy and framework for the Games.
• Lead development of end-to-end stakeholder journey maps and service standards.
• Define readiness tools, workforce training and governance mechanisms.
• Coordinate cross-functional implementation and manage dependencies and risks.
• Provide updates to senior management on progress, risks and key decisions.
• Oversee post-Games evaluation approach, KPIs and reporting methodology.

Skills

Stakeholder management

Strategic thinking

Project governance

Change management

Data-driven decisions

Job description

What the role is:

At Sport Singapore, we aspire to transform the nation through an active lifestyle designed around innovative, fun and meaningful sporting experiences. Sport has the unique ability to bring people together through play, regardless of age, gender, race, ability or social status. It imparts life values, nurtures character and builds resilience. It inspires and evokes the Singapore spirit through shared experiences and strengthens our national identity. We help Singaporeans Live Better Through Sport. Sport Singapore is constantly on the lookout for individuals who are passionate about what they do. Anchored in our values of Passion for Sport, Strength through Teamwork and Care for People, we believe in working and playing, not just as a team, but as a family.

What you will be working on:

• Shaping the Games Experience Strategy


• Lead the development of the Games Experience strategy and framework for the Games


• Develop approaches for stakeholder research, needs discovery and service design across key stakeholder groups.


• Lead the development of end-to-end stakeholder journey maps, identifying key touchpoints, pain points, dependencies and “moments that matter”.


• Establish Games-wide experience standards, service principles and planning guidelines to drive consistency across venues and Functional Areas.


• Build Service Quality and Workforce Readiness


• Develop Games-wide service quality standards that are practical, measurable and applicable across Functional Areas, partners, vendors and the Games workforce.


• Define service principles, service behaviours and competency requirements to support consistent delivery across stakeholder touchpoints.


• Work with Functional Areas and training leads to translate service standards into workforce training, guidance and readiness requirements.


• Establish readiness tools and assurance mechanisms to assess preparedness ahead of the Games.


• Drive Cross-Functional Implementation


• Partner with Games Functional Areas to translate Games Experience standards into specific planning, operational and readiness requirements.


• Establish effective governance and engagement mechanisms to manage dependencies, track commitments and resolve implementation issues.


• Lead pre-Games readiness reviews to identify service gaps, operational risks and areas requiring remediation.


• Provide clear updates and recommendations to senior management on progress, risks and key decisions.


• Monitor Experience During Games Time


• Oversee feedback, sentiment monitoring and service recovery mechanisms to provide timely visibility of stakeholder experience.


• Analyse service quality data, operational feedback and incident trends to identify risks and improvement opportunities.


• Coordinate cross-functional responses to stakeholder experience issues and drive timely service recovery.


• Capture lessons learnt and insights to support continuous improvement throughout the Games.


• Evaluate and Build Lasting Capability


• Develop the post-Games evaluation approach, including KPIs, success measures, data sources and reporting methodology.


• Evaluate stakeholder experience outcomes across different stakeholder groups.


• Develop actionable insights and recommendations to inform future major sporting events and SportSG's broader service excellence agenda.


• Establish knowledge and improvement resources that strengthen Singapore's capability to deliver exceptional major event experiences.

What we are looking for:

• Related discipline in Business, Hospitality Management, Communications, Sports Management, Service Design, Design Thinking, Public Policy, Organisational Development.


• 10–15 years of relevant working experience, with demonstrated experience leading complex cross-functional workstreams, stakeholder engagement and service or experience-related transformation, and 4–6 years of supervisory or equivalent project leadership experience.


• Experience in large-scale events, major sporting events, customer/stakeholder experience, service quality management, change management or multi-stakeholder government projects will be an advantage.


• Strong strategic thinking and judgement, with the ability to turn broad objectives into clear frameworks, plans and implementation requirements.


• Strong stakeholder management and influencing skills, with the confidence to engage and align senior stakeholders, partners, vendors and multiple Functional Areas.


• Strong project governance and execution skills, including the ability to manage dependencies, risks, competing priorities and ambiguity.


• An analytical and evidence-based approach, with the ability to use research, data, feedback and insights to inform decisions.


• Excellent written and verbal communication skills, including the ability to prepare management-level papers and present complex issues clearly.


• A collaborative, resilient and outcome-focused mindset, with the maturity to operate effectively across organisational boundaries.

Only shortlisted applicants will be notified. The level of offer will commensurate with applicants’ experience and track records. All successful candidates will be offered a standard 3- year fixed term contract.

About Sport Singapore

Why We Do What We Do?Simply because we believe that everyone can live better through sport. At Sport Singapore, we aspire to transform the nation through an active lifestyle designed around innovative, fun and meaningful sporting experiences. Sport has the unique ability to bring people together through play, regardless of age, gender, race, ability or social status. It imparts life values, nurtures character and builds resilience. It inspires and evokes the Singapore spirit through shared experiences and strengthens our national identity. We help Singaporeans Live Better Through Sport.