Baljinder Sahota
Birmingham
Summary
Senior Client Service Manager with 27 years of experience in the telecom industry, specialising in service performance management, KPIs, SLAs, and project management. Proven track record of leading teams to exceed performance targets through strong analytical skills and commercial insight. Expertise in vendor management, budget oversight, and SAP, with a solid understanding of procurement and financial operations. Demonstrated ability to troubleshoot and manage virtual teams, consistently delivering results in high-pressure environments.
Achievements:
- Delivered £33m in global account revenue for EE (BT Group).
- Retained 100% of 10 high-value client accounts at EE.
- Achieved top stakeholder satisfaction scores (NPS) at EE.
- Improved sales and client satisfaction through service strategies at EE.
- Led service reviews and escalation calls for EE customers.
- Drove process improvements for defects and orders at EE.
- Managed global standardisation projects for Rolls-Royce, covering 28 sites in 10 countries.
- Cut BT Wholesale forecast errors from 35% to 10% while working in BT Operate.
- Rolled out Royal Mail Group PDA project to 200 sites as Project Manager for GS RMG.
- Supported BT Open reach’s national DSLAM demand as Operational Planning Manager for BT Operate.
- Produced analytical reports showing contract benefits for EE and BT clients.
- Represented BT as expert in internal and external audits.
- Led and coached cross-functional teams across EE, BT Operate, and project environments.
Overview
28
28
years of professional experience
Work history
Senior Client Service Manager
EE
2019.07 - 2026.02
- Managed workstreams to ensure customer satisfaction, supporting high-value accounts across technical solutions and delivering contracted services efficiently while meeting operational requirements.
- One of my primary duties is managing client solutions by serving as the main point of contact for customers and overseeing the end-to-end service relationship throughout the service lifecycle. I lead service review meetings and joint escalation calls with suppliers and support groups to ensure that performance aligns with agreed-upon time, quality, and cost objectives.
- Managed processes aligned with the group, including change management, service governance and assurance, and risk and data management.
- I also supervise the resolution of incidents and problems according to predefined SLAs, implement measures to address customer complaints, and execute business process improvements in defects, releases, and customer orders. Coordinating between both external and internal complementary partners within the relevant service support system is another crucial aspect of my role.
- Ensuring the performance of various suppliers and support groups, as well as adherence to contracts, is paramount. I manage regular performance evaluation and reporting processes, identify customer ticket trends to understand pain points, and take actions to enhance customer satisfaction. Additionally, I coach team members, acting as a technical resource to help them improve their skills.
- Developed and disseminated knowledge on emerging trends in service management, representing as BT expert for internal and external audits.
Project Manager
Rolls-Royce
2013.10 - 2016.01
- Monitored performance against budget and prepared weekly commercial reports. Led projects within the Rolls-Royce global standardisation programme, including transitioning LAN and Security estate management across 28 sites in 10 countries through close coordination with UK and Singapore teams.
- Oversaw AIS governance for high-quality end-to-end delivery from project initiation through operational handover. Analysed data to identify process issues, providing root-cause reports to support timely delivery.
- Managed PRIME deployment at Rolls-Royce HQ, ensuring high standards and minimal business as usual impact.
- Worked onsite with customers and partners, managing RFQs and producing final Statements of Work with BT specialists. Defined deliverables, built deployment plans, and aligned resources for national and international projects.
- Ensured accurate customer billing by cleansing BFG process and enforcing correct decommissioning procedures across teams. Managed full change control process, clearly communicating, approving, and delivering impacts to scope or budget in line with governance.
Project Manager
Royal Mail Group
2013.06 - 2013.10
- Managed national rollout of RMG PDA project, collaborating with customers, suppliers, and BT Service Support teams to deliver projects aligned with programme objectives. Delivered network solutions across 200 sites, consistently meeting tight deadlines and managing customer expectations.
- Aligned RMG Project Manager with key changes and adhered to established change-control processes. Maintained compliance with customer’s gating and governance framework to support efficient business operations. Coordinated BT virtual teams and monitored progress against work packages, demonstrating flexibility in resolving issues to maintain delivery momentum.
- Led weekly stakeholder review meetings and produced actionable progress reports. Secured customer approval for planned activities, ensuring transparency regarding additional costs outside BT’s control.
Business Analyst
Openreach
2013.05 - 2013.06
- Led completion of BRF2 (Biannual Rolling Forecast 2) for CPE volumes (E250, E500, ICT), analysing actual delivery data against forecasts to identify variances and provide insights for decision-making.
- Developed improvement plans and engaged stakeholders to align and secure approval, ensuring GS and Openreach agreed on the appropriate supply measurement approach.
Operational Planning Manager
BT
2009.01 - 2013.03
- Managed data across more than 20 trades (1,500 FTE) to develop forecast-improvement plans and ensured all Lines of Business (LOBs) understood upcoming demand and associated resource requirements.
- Engaged product and forecast teams to incorporate operational constraints into forward plans and facilitated strategic discussions with senior stakeholders, highlighting skill gaps and developing business cases for additional FTE or revised demand profiles.
- Collaborated with BT Wholesale operational teams to identify capability gaps and negotiated improved timelines for forecasts, overseeing 550 FTE across 10 trades, building cross-functional networks and reducing forecast inaccuracy from 35% to 10% in 2012.
- Led the Contractor Transformation programme for BT Operate, supporting BT Openreach in redeploying field resources to meet national DSLAM demand. Identified operational complexities across Delivery Units (DUs) and provided analysis comparing forecast, actuals, and plan to clarify impacts.
- Produced demand forecasts for supply planning and confirmed approval status with the Single Front Door (SFD) team.
Project Launch Manager
BT
2009.01 - 2009.03
Project Manager
BT
2003.03 - 2009.01
Manager in the SME Rental Team
BT
2001.12 - 2002.06
Corporate Account Manager
BT
2000.01 - 2001.12
SME Desk Sales Team
BT
1998.06 - 2000.01
Education
BA Honours in Degree - Law & Marketing
BTEC National & First Diploma - Business and Finance
O Level - Maths, English, RE, History
Skills
- Service Performance Management – KPIs/SLAs
- Troubleshooting
- Project Management
- Team Leadership
- Strong Analytical abilities
- Vendor Management
- Budgetary Management
- SAP
- Procurement and Financial processes knowledge
- Ability to work under pressure
- Building Virtual Teams
- Commercial Acumen
- Results orientated
Websites
Custom Section
- ITIL v4 Foundation
- GDPR Training
- Change Management
- Prince 1 & 2
- Internal Project Management
- DMAIC 6 Sigma
- Excel & Pivot table
- Visio & Aris
- Power Point Expert
- Finance GVF Tool
Personal Information
Title: Senior Client Service Manager
References
Available Upon Request
Accomplishments
Achievements:
- Delivered £33m in global account revenue for EE (BT Group).
- Retained 100% of 10 high-value client accounts at EE.
- Achieved top stakeholder satisfaction scores (NPS) at EE.
- Improved sales and client satisfaction through service strategies at EE.
- Led service reviews and escalation calls for EE customers.
- Drove process improvements for defects and orders at EE.
- Managed global standardisation projects for Rolls-Royce, covering 28 sites in 10 countries.
- Cut BT Wholesale forecast errors from 35% to 10% while working in BT Operate.
- Rolled out Royal Mail Group PDA project to 200 sites as Project Manager for GS RMG.
- Supported BT Openreach’s national DSLAM demand as Operational Planning Manager for BT Operate.
- Produced analytical reports showing contract benefits for EE and BT clients.
- Represented BT as expert in internal and external audits.
- Led and coached cross-functional teams across EE, BT Operate, and project environments.
References
References available upon request.
Timeline
Senior Client Service Manager
EE
2019.07 - 2026.02
Project Manager
Rolls-Royce
2013.10 - 2016.01
Project Manager
Royal Mail Group
2013.06 - 2013.10
Business Analyst
Openreach
2013.05 - 2013.06
Operational Planning Manager
BT
2009.01 - 2013.03
Project Launch Manager
BT
2009.01 - 2009.03
Project Manager
BT
2003.03 - 2009.01
Manager in the SME Rental Team
BT
2001.12 - 2002.06
Corporate Account Manager
BT
2000.01 - 2001.12
SME Desk Sales Team
BT
1998.06 - 2000.01