The document provides a summary of an individual's professional experience and qualifications. It includes over 9 years of experience in project management, delivery management, and IT service delivery roles. The individual holds an engineering degree and ITIL certifications, and is currently seeking new project or delivery management assignments.

1. M S JIJI
Mobile: +65 8321 7040 (Singapore) +919741350531(India) E-Mail: jiji.msoman@gmail.com
Seeking assignments in Project Management and Delivery Management with an organisation of repute.
PROFILE SUMMARY
• ITIL 2011 Intermediate Certified 9+ years of experience in leading, directing and managing large-scale IT
initiatives in Customer development and trade fund promotion domain in a business facing environment
and Retail domain of a global FMCG company. Extensive experience of PMO, Project Management,
Governance, Strategic Planning, Delivery, Risk and Stakeholder management, Estimation, Consulting,
Resource Handling, Client/business user Management; with hands-on experience of maintaining
relationships at VP, Director and CTO levels.
• Forward-focused Project Lead with applied experience in end-to-end project planning and
implementation from scope management, to activity sequencing, effort & cost estimation, resource
management, risk analysis to quality management in line with international guidelines and norms.
• Adept in managing globally diverse teams & cross-functional communications (North America, Europe,
Latin America and South East Asia).
• Reputation as highly collaborative business partner with ability to understand and interpret
client/business needs.
• Strong leader who works effectively with people at all levels and in all functional areas.
• Effective communicator with excellent negotiation skills, leadership qualities and analytical power.
EDUCATION
Bachelor of Engineering (Vishveswaraiah Technological University 2001-2005): Computer Science and
Engineering with Distinction.
Internship: CAIR DRDO, Ministry of Defense & Research, India.
IT SKILLS
Operating Systems: MS Windows 98 / NT / XP / Vista/ 7
Utilities/Tools: MS Project, MS Office, BMC Remedy, Visio, SharePoint, Rational Clearquest & VSS
Databases: Oracle9i and Microsoft SQL Server
Languages: SQL, PL/SQL and C
SAP: SAP BW
CERTIFICATIONS
• ITIL 2011 Foundation with Case study- Certified
• ITIL Continuous Service Improvement Intermediate-Certifed
• ISO 9001:2000/2008 standards #ISO 9001:2000 Auditors trainings
• Performance Culture Certification-
• Level1: a) Fostering business Execution Culture, b) An Essential Guide to giving feedback
• Level2: a) Assessing Performance Continuously b) Performance Reviews
• PMP Certification in progress- Target to complete by Apr 2015.
KNOWLEDGE PURVIEW
• PMO Manuals, Project Charters, Project Plans
• Budget and Spend Control

2. • CTO level Executive Status Reporting
• SDLC, Gap Analysis, Process Governance
• Analysis, Testing, Quality & Risk Management
• Pre-sales Activities and Due Diligence
• Change Management
• Performance and Productivity Improvement
• Competitive Market Intelligence
• Problem Solving and Decision Making
• Conflict Resolution, Team Building & Leadership
• Organization and Administration
• Presentations and Negotiations
• Coaching and Mentoring
KEY SKILLS
• Ability to work effectively in a complex matrix organization with multiple interest groups and global
teams
• Relationship management skills and experience in managing senior external and internal relationships
• Understanding of application services with strong delivery experience
• Experience of working with large vendors in a multi-location, Offshore delivery environment
• Good experience in application transitions and transformations
AFFILIATIONS
Member of ITIL 2011 group.
PERSONAL DETAILS
Address: 128 Bedok North Street 2, #12-04, Singapore 460128
#8, Raghavam, 1st Cross, 2nd Main, Nagappa Reddy Layout, Kaggadasapura,
C V Raman Nagar, Bangalore 560093, India
Date of Birth: 09-Febraury -1983
Languages Known: English, Hindi, Malayalam, Tamil and Kannada
Residency Status in Singapore: DP-FIN (G3030398P)
ORGANISATIONAL EXPERIENCE
Since Jan 2013: Unilever Industries Private Limited
Oct 2005 to Dec 2012: Hindustan Unilever Limited
Role
• Service delivery Manager for Information & Analytics ensuring smooth service, user and change
management. Responsible for solution activation, service improvements, governance and
reporting.
• Support ensuring that the Service Providers deliver IT services (Application Support and Application
Maintenance) in accordance with the agreed scope & service level agreement (SLA) for the given
portfolio, in accordance with all applicable performance metrics, including CPIs, KPIs, ESR, user
satisfaction targets, operating level agreements and underpinning contracts by
• tracking that Service Providers resolve incidents and issues in an efficient and effective
manner Ensure that service requests (SRs) are implemented according to the agreed SLA
• Monitor system health parameters and take corrective actions as desired

3. • Analyze and monitor suppliers’ performance against agreed service levels, publishes the results,
and initiates remedial actions based on results
• Deploys maintenance plans, covering backup, archiving, housekeeping, health checks, job runs,
administration, etc.
• Drive continuous service improvement activities to enhance stability of applications and address
application lifecycle issues.
• Liaise with service providers, SD, Innovation, Process Office, geography teams to seek desired
inputs to implement service improvement plans that are aligned to ESR metrics and follow a PDCA
cycle to deliver desired benefits.
• Support in reducing cost of service (TCO) of given portfolio.
RESPONSIBILITES HANDLED
Unilever Industries Private
Designation: Service Delivery Analyst
Period: Since Jun’14 Role: Service Delivery Manager
Service owner for SAP BW, Global material master data services
Release and change planning
Landing major IT projects into steady state operations
Managing service outages and escalations by working across service lines
Vendor management and commercials
Service modelling
Unilever Industries Private Limited
Designation: Sr. IT Executive Role: Application Support Manager
Period: Jan’13- May’14
Led the operational delivery of end- to-end application service to Business users in accordance with
Service level Agreements (SLA’s).
Led a cross cultural virtual team for Trade fund and promotion management business application
OPSOHD/OPSOLight+ which has resulted in saving of 6 Million Euro in Application Service.
Incident Management and Root cause analysis
o Support the RCAs and follow actions for performance incidents.
Operational Service Management
Monitors and reports on regular activities which are subject to the Service Level Management process
and metrics such as job activity, transaction processing, network activity, database activity, etc.
Understands the use of metrics. Monitors the levels of performance achieved, keeping detailed and
clear metrics, and records all deviations from agreed metrics.
Have used sampling techniques, where appropriate, and statistical analysis to monitor irregular
activities which are subject to SLA/ OLA such as response times to service requests. Liaises with those
responsible for problem management and/or incident management to analyse causes of deviation
from expected achievement on a regular basis and keeps stakeholders informed of development.
Uses support tools to integrate and analyse basic information and present it to Customers in an agreed
format. Ensures that variances against service level agreements are reported to relevant managers,
while trying to resolve any conflict or contention for service. Ensures that the presentation of service
level management information facilitates identification of potential issues, anomalies and exceptions
relating to current and future service level requirements.
Initiates action to maintain or improve levels of service within area of authority, recognising issues that
need to be referred to higher levels of management.
Participated in analysis of customer satisfaction surveys and data. Supports and participates in regular
review meetings between service providers and users.

4. Makes proposals to management for changes and improvements to SLAs.
Assists with the maintenance of all service level management tools and processes.
Contract & Process Management
Uses key performance indicators (KPIs) to monitor and challenge Service Provider performance and
identify opportunities for improvement.
Identifies where changes are required, evaluates the impact, and advises stakeholders about the
implications and consequences for the business and/or the procurement element of programmes/
projects.
Develops and implements change management procedures.
Key Decision Responsibilities:
Provides input to the governance organisation
Involved in modifications to performance metrics and measures
First point of contact for decisions regarding quality and accuracy of performance reports
Plays key consultative role in decisions regarding new service introduction, contract changes and
improvement plans
Ensures the integrity of Management Information provided by Service Providers
Hindustan Unilever Limited
Designation: IT Executive Role: Service Quality Analyst
Period: Oct’05- Dec’13:
Had responsibility of managing the application support of business application used by the finance
team to process travel expenses and claims.
Instrumental in setting up the offshore support centre.
Harmonized and redesigned the process framework resulting reduction of 70% redundant process and
increasing process efficiency.
Identified areas of IT support cost saving and worked with Application Support & Maintenance
Manager to realize the same
Supported Application Support Manager in landing of new services, as per service introduction and
service acceptance criterion.
Worked with innovation and service introduction team to ensure our IT landscapes are up to date and
fit for use.
Tracked and report on compliance with Unilever processes, SOX, ITIL, ISO etc and other process and
security standards.
Worked with IT Business Partners, Global and Regional Finance Managers to verify Consumption and
aid Invoicing process
Conducting weekly and monthly reviews on Application Support with the teams.
Led engagement with business users for requirements and solutions.
Run requirement management workshops and FS clarification meetings.
Drive Solution design & build Functional specifications.
Support UAT and provide defect analysis and resolution