The Service Playbook
GCMA is delighted to launch The Service Playbook, a new GCMA series focused on Services: the attendee-facing, on-the-ground function that plays a critical role alongside Safety and Security in shaping both operational effectiveness and crowd experience.
The series is authored and led by Thyr Rodrigues, a GCMA board member and an experienced practitioner whose career spans delivery, planning, and strategic roles across major international sporting and live events. Thyr has led spectator and service operations at some of the world’s largest events and brings a perspective grounded in real-world delivery, multi-agency coordination, and applied research.
The Service Playbook is designed for professionals already active in crowd management and event operations. It does not revisit fundamentals. Instead, it offers structured, practice-led frameworks that can be adapted to different environments and event types.
In line with GCMA’s mission to Educate, Advocate, and Motivate across the wider industry, The Service Playbook is being made publicly accessible and free of charge. The intention is to raise understanding and consistency of practice well beyond the Alliance’s membership.
For GCMA members, the series also connects into wider activity and engagement, including:
Access to exclusive templates and supporting materials released alongside each chapter
The opportunity to contribute to a forthcoming international GCMA survey, which will draw on themes from the series to capture current practice and inform future work
Continued professional exchange through programming such as the Global Crowd Management Congress, Focal Point Webinar series, and monthly Control Room networking events.
