Eurovision Services is seeking a highly motivated Quality & Customer Excellence Manager to join our Operations leadership team in Madrid.

ABOUT THE ROLE

This is a key operational leadership role at the heart of live sports delivery - ensuring the world’s leading broadcasters, leagues, platforms, and rights holders trust us to deliver their most valuable content flawlessly, every time.

As the voice of the customer inside the organization, you will shape how service excellence is designed, delivered, measured, and continuously improved across our global contribution and distribution ecosystem.

YOUR IMPACT

As Head of Quality & Customer Excellence, you will coordinate and continuously improve the end-to-end service quality experience - from event readiness to live transmission performance and post-event improvement cycles - positioning Eurovision Services as a mission-critical partner for Tier‑1 customers worldwide.

You will lead general service assurance practices, strengthen customer trust, and embed a culture of operational excellence across satellite, fiber, IP,



and cloud delivery environments.

KEY RESPONSIBILITIES

Customer Experience & Service Excellence
- Ensure consistent fulfilment of SLAs, delivery specifications, and rights‑holder technical requirements.
- Build trusted relationships with Tier 1 customers through operational reviews, service governance, and performance reporting.

Event Readiness & Live Delivery Assurance
- Lead quality assurance frameworks for high‑profile live sports events, including readiness validation, redundancy assurance, and escalation governance.
- Partner with operations teams to ensure seamless real‑time delivery across satellite, fiber, IP, and cloud workflows.
- Act as executive escalation point during major events and service‑impacting incidents.
- Own the customer‑facing incident management lifecycle — from real‑time communication through root cause analysis and corrective action plans.
- Ensure transparent, timely, and

📌 Quality & Customer Excellence Manager (Madrid)
🏢 Eurovision Services
📍 Madrid