Head of Quality & Customer Excellence

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

ABOUT THE ROLE

This is a strategic 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 own 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 global 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

• Own the overall quality of customer service delivery across all contribution and distribution offerings.
• 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.

Incident Management & Continuous Improvement

• Own the customer‑facing incident management lifecycle — from real‑time communication through root cause analysis and corrective action plans.
• Ensure transparent, timely, and actionable post‑event reporting to customers.
• Drive systemic service improvements based on customer feedback, trend analysis, and operational performance data.

Customer Trust, Compliance & Governance

• Ensure full compliance with customer contracts, broadcast standards, and regulatory obligations.
• Lead customer audits, service certifications, and delivery assurance reviews.
• Define and maintain customer‑facing quality documentation, service playbooks, and operational assurance models.

Partner & Vendor Performance

• Ensure that third‑party network, teleport, cloud, and infrastructure partners meet customer delivery expectations.
• Define vendor SLAs aligned to customer outcomes and lead performance governance.
• Own service quality escalation and remediation across supplier ecosystems.

Product, Engineering & Innovation Enablement

• Representing the customer in product roadmap discussions, ensuring quality, resilience, and serviceability are embedded into new offerings.
• Drive service assurance readiness for next‑generation technologies including IP contribution, cloud routing, UHD, HDR, and immersive formats.
• Champion automation, telemetry, and predictive monitoring to improve customer experience and service transparency.

Leadership & Culture

• Build and lead global Quality, Service Assurance, and Customer Delivery Excellence teams.
• Foster a customer‑first culture across operations, engineering, and service management organizations.
• Develop training and operational standards that ensure consistent service excellence at scale.

WHAT YOU BRING

• 10+ years in broadcast transmission, media services, or managed network operations , with significant experience delivering mission‑critical sports services to enterprise customers.
• Proven leadership in customer‑facing service assurance , quality management , or operational excellenc e roles.
• Track record of owning service outcomes in high‑pressure, live‑event environments.
• Deep understanding of sports contribution and distribution workflows across satellite, fiber, IP, and cloud infrastructures .
• Expertise in redundancy architectures, disaster recovery, and service continuity models.
• Solid knowledge of QoS/QoE monitoring frameworks .
• Working familiarity with broadcast and transmission standards (SMPTE, DVB, ITU, EBU) .

You are also:

• A confident executive communicator able to engage senior stakeholders and Tier‑1 customers.
• Comfortable operating in high‑pressure live‑event environments.
• Strongly data‑driven in decision‑making and performance improvement strategy.
• Experienced in coordinating root cause analysis and service recovery programs.
• Skilled at managing vendor ecosystems aligned to customer delivery outcomes.

WHY JOIN US?

This role offers a unique opportunity to shape service excellence at the core of global live sports broadcasting—working with some of the most demanding customers and technically advanced delivery infrastructures in the industry.

Becoming part of our team means working in a stimulating, inclusive, and international environment where your contribution truly matters.

You will join an innovative, fast‑paced company at the forefront of the broadcasting industry , combining cutting‑edge technology with solid operational expertise. Our multicultural teams bring together diverse perspectives, creating an environment where ideas thrive and collaboration leads to exceptional results.

Benefits

• Flexible, hybrid working week
• 28 working days of paid vacation per year
• Private health insurance
• Company pension fund
• Meal vouchers
• Public transport allowance
• Parking

ABOUT EUROVISION SERVICES

With over 60 years of experience in broadcast production and distribution for major sports events, we know that great events don’t happen by accident. We have one of the largest hybrid satellite and fiber transmission networks of its kind in the world. In addition to our core broadcast services, we are constantly innovating to provide services that allow our customers to enhance their content and adapt it for use on all digital platforms.

This is why we are the first‑choice media services provider for event organizers, media organizations and sports federations when they are looking for adaptable, end‑to‑end solutions to produce, distribute and personalize content for their audiences.

We are Eurovision Services. We deliver excellence in everything we do, to leave our customers free to focus on what matters most to them – creating truly amazing experiences. Discover more about Eurovision Services at

*At Eurovision Services, we believe diversity strengthens our teams and drives innovation. We are committed to building an inclusive workplace where everyone feels respected, supported, and empowered to succeed. We welcome and encourage applications from candidates of all genders, backgrounds, identities, abilities, and experiences.