About Us

Who We Are

What started as a group of like-minded business professionals in a LinkedIn business group focused on elevating the importance of service, has evolved into the present-day Service Council™. Our founding principle was based on the realization that the expansive and highly fragmented population of Service, Customer Experience, and Customer Support Executives were in dire need of an organization that facilitated peer-to-peer collaboration. The Service Council™ exists to provide a nexus of community and information-sharing, endeavoring to codify and refine best-practices, while raising awareness of the importance and benefits of establishing a service-led organization.

What We Believe

Smarter Services™: A company-wide operating methodology which recognizes the role and importance of service as it impacts customer centricity, satisfaction, loyalty, retention and overall customer experience while eliminating an isolation of customer support to service, customer experience and customer support line of business. It represents the HEALTHY BALANCE that links issue resolution, service profitability and happy customers; and delivers a consistent and effective customer experience across all channels at every phase of the customer journey.

Service is Humanity™: A company-wide cultural philosophy which recognizes the role and importance of service on humanity looking beyond traditional operational metrics. It represents the EMPOWERMENT of the Employee to create unique experiences at his/her discretion to create exceedingly exceptional customer experiences which improve the World.

What We Do

The Service Council™ exists to build and support a platform for education, knowledge, networking and insight for the community of business executives overseeing functions of service and customer management.

Our platform enables business executives to sharpen their strategy AND apply industry best practices through:

Reserach & Data

Benchmark your organization against service leaders.

Analysis & Insights

Seek guidance on the latest trends impacting service and customer support strategies.

Community & Events

Validate your service and customer support strategy through experiential learning.


Operationalize against the latest trends and best practices.

  • Executive Team
  • Advisory Board
  • Solution Partners


John Carroll is an entrepreneurial, marketing and business development executive with a consistent record of growing revenue, market share and business valuation.

He founded Service Council™ in 2009 with a vision to create a platform for innovation sharing, shaping and sharpening; where uncommon service-centric businesses can emulate the strategies deployed by Global Service Leaders. Under Carroll’s direction, Service Council has grown from a groundbreaking idea to a community that features greater than 150,000 service executives worldwide across 6 continents, with representation in greater than 30 countries.


Michael Israel is the COO at the Service Council. Michael has an extensive background in customer and field service. He spent the first 17 years of his working career in field service operations and spare parts management roles, including 12 years with IBM’s Field Engineering division. Over the past three decades he has held management and executive roles with major providers of CRM and Field Service software applications, including tenures with IFS, Oracle, and SAP.  

His broad experience includes marketing, selling, supporting, and implementing CRM and Field Service software applications. Michael has also served as a Field Service analyst for both the Aberdeen Group and Technology Services Industry Association.

SHEILA AHMED | Vice President of Client Success


Linda Tucci

Senior Global Director, Technical Solutions Center

Gavin Fahl

Director, Critical Accounts Program (CAP)

Bob feiner

SVP, Global Deployment and Partner Services

conrad smits

EVP, Head of Services & Solutions

Kevin Bollom

VP, Service, Rental & Customer Care

Vanessa Ward

Director, Guest Services

James Mylett

VP, Digital Energy

Sophia Williams

VP & GM, Telecom and Technology Business

tim saur

CEO/Managing Director N/A

rusty walther

VP, Global Escalation Management

Sonya Lacore

VP, Inflight Experience

Laura Mather

VP & GM North America Service

Danilo Elez

SVP, Service – Americas

Eduardo bonefont

VP, Life Science Technical Service

sean jordan

Director, Services

Ravi Advani

Director, Field Engineering Services Solutions

Chris Westlake

Global Process Owner
– Service & Repair

Previous and Current Sponsors

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