Neve Hamilton-Downes

About Neve

I'm Neve Hamilton-Downes, Customer Experience Operations Manager at DoiT, based in the UK.

My job is to make the complex parts of cloud operations invisible to customers - smooth onboarding, clean billing, no surprises. I sit at the intersection of engineering, finance, sales, and customer experience, which means I spend a lot of time translating between all of them.

Over the past few years, I've led the design and delivery of DoiT's AWS onboarding operations - including the self-serve MVP, transfer billing, and the Ingram CSP integration. I've driven cross-functional alignment sessions across EMEA and the US, built the processes that underpin how thousands of customers join the DoiT platform, and led incident investigations when things go wrong (and made sure they don't go wrong again).

I care deeply about doing things properly: clear documentation, airtight processes, and communication that doesn't leave anyone guessing. If there's a billing bug, an onboarding bottleneck, or a security risk hiding in plain sight - I'll find it and fix it.

Outside of the day job, I wrote about my journey as a Doer for the DoiT blog - because I think the people behind the platform matter as much as the platform itself.