Elliott Hall

Results-driven Service Manager with talent for transforming operations and boosting customer satisfaction. Led teams to streamline processes, reducing turnaround times and improving service quality. Recognised for creating collaborative work environment that enhances team performance and drives business growth with internal and external stakeholders such as Microsoft and Amazon (AWS),

Results‑driven with nine years' experience at BT, skilled in motivating teams, driving service excellence, and supporting complex delivery environments. ITIL v4 qualified, detail‑focused, and passionate about technology and continuous improvement, now seeking a challenging role to further progress in service leadership.

I provide clear, executive‑level communications during service‑impacting incidents, delivering accurate timescales, high‑level technical updates, and service impact assessments to senior stakeholders. I lead major incident conference calls, coordinating application support teams, service managers, and third‑party suppliers to ensure effective collaboration and rapid resolution. I proactively manage service and business risk during incidents, ensuring issues are escalated appropriately to protect customers and minimise operational impact across BT.

I bring a strong, long‑standing customer‑focused mindset developed from early experience in retail, where I built effective communication and interpersonal skills and learned to remain calm and focused in fast‑paced, high‑pressure environments. This commitment to customer service was quickly recognised after joining BT, when I was awarded during National Customer Service Week 2017, being one of only two colleagues in Nottingham acknowledged by senior management. As a Service Manager, I continue to champion the customer by ensuring new services are introduced with customer needs at the forefront and that existing services consistently meet agreed contractual SLAs, delivering the high standard of service customers expect and deserve.

In my Incident Management role, I consistently supported the delivery of team KPIs through strong collaboration and teamwork. I helped maintain team motivation by remaining positive, enthusiastic, and supportive, encouraging open discussion and the sharing of ideas to drive effective solutions. I regularly covered for my Manager, leading KPI huddles to review incidents, identify root causes, and agree improvement actions to strengthen future response. In my current Service Management role, I apply this improvement‑focused mindset by identifying stakeholder pain points and presenting clear business cases that demonstrate how targeted investment can drive measurable service and business value.

I was a top‑performing sales colleague at BT Nottingham, generating close to £500k in revenue by the end of Q2. This demonstrates my ability to sell effectively by understanding customer needs, the wider product landscape, and how solutions can deliver tangible value to a customer's business. I developed a strong understanding of different business models and was able to recommend products and services best aligned to customer requirements. This role gave me valuable insight into the end‑to‑end customer journey, experience I have since leveraged in subsequent roles at BT to better represent the customer perspective and drive improved service outcomes.