Josh Doyley
Service Operations Manager @Amagi
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WORK HISTORY
Service Operations Manager @Amagi
London, GB
Responsible for global service operations across live broadcast and FAST channels, with a focus on service stability, customer satisfaction, and cross-functional delivery. Key achievements include driving Amagi’s NPS to 55 through improved incident management, structured service reviews, and stronger client engagement.Lead regular service reviews and KPI reporting with major clients (NBCU US/UK, Hearst), often acting as Technical Account Manager.Streamlined incident management workflows, boosting resolution times and client trust.Designed and rolled out a global training framework (Delhi, New York), embedded into MS team objectives.Own customer and internal service reporting to ensure visibility and accountability.Embedded service excellence by updating SOPs, closing knowledge gaps, and supporting onboarding of new channels. Delivered client training that reinforced trust and created upsell opportunities for Managed Services.
ABOUT JOSH DOYLEY
Experienced Live Transmission/Playout Operator with a demonstrated history of working in the broadcast media industry for over 10+ years. Managed a wide range of high profile live sports and news events across many platforms.
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