LOVE JIJOTIYA
Global Service Manager - Device, Client & Apps
BANGALORE
Summary
Highly motivated Service Manager with 18 years of IT experience. Consistently drives results by building and leading high-performance teams. Excellent communication skills with proven history of effectively collaborating across all organizational levels.
Overview
22
22
years of professional experience
5
5
Certifications
Work History
Service Manager- End Point Operations- Employee Technology
Hindustan Unilever Ltd.
02.2020 - Current
- End Point Operations Manager role is to act as Product owner for Windows client estate globally.
- Responsible for maintaining optimal end-user experience while striving for cost reduction and improvements in key performance indicators by mitigating reactive incidents, implementing shift-left automation via DEX tools, Self-service Knowledge articles.
- Ensure the service provider delivers services in accordance with the agreed scope, SLA and contractual obligations and ensure the governance with the service provider is followed consistently as defined.
- Management and improvement for Digital Employee Experience using DEX tool, which included incident deflections, proactive remediations and enforcing self service for end user issues.
- Oversee the Incident Life cycle Management, Problem Management, Service Request Management areas.
- Represents Customer Operations team in the launch of new services from a support perspective.
- Responsible for working closely with Device Lifecycle Management team and other consultative organizations to shape up the roadmap for User Devices – Laptops, Desktops, Tablets, and Mobiles.
- Support development of global standards for User Devices. Work on project specific solutions for tablet and mobile devices.
- Provides project and operational support through solution design and standards definition in the user device space.
- Service improvements using available tools and techniques within the environment for chat handling and reduce Average handle time.
- Work on deflection of tickets to Helpdesk via various improvements.
- DEX implementation and deflections initiatives resulted with 22% reduction in reactive incidents raised during 2024-25.
- Deployment of 25~ proactive remediations.
- Software harvesting initiative, which resulted with 3 million pounds cost saving, avoid an additional 4 million pounds in costs by removing unauthorized software, thereby ensuring compliance and avoiding potential corporate audits.
- Deployment of Windows 11 to Unilever client estate.
- Insourced EUEM service from vendor which resulted with cost saving and service optimization.
- Landing Dynamic translation services as part of Future of Digital Support, all Language support services landing in Bangalore for chat services.
- Strategy on Cost Optimization.
- Landing new services to the Integrated Helpdesk.
- Monitored team performance, adhered to service level agreements (SLAs) and provided detailed job training.
- Implemented strategies to increase customer service satisfaction ratings.
- Design and Delivery of improvement plans with respect to process – To improve cost savings.
- Demand Planning and estimation with controlled costs to ensure high level of customer experience along with cost savings.
- Finance control of Capex/Opex and Lease contracts for the devices, to control excess lease flow and budget management.
- Assist in Rolling Forecast build and review quarterly.
- Stakeholder management across Geographies and Business owners.
- Ownership and responsibility for the solution and ensuring compliance and roadmap for future.
Global Service Manager, Directory Services
Hindustan Unilever Ltd.
02.2016 - 01.2020
- On-Prem AD to Entra ID migration to get aligned with Cloud only approach adopted by Unilever business.
- Windows Hello for Business implementation to simplify authentication flow for business users.
- Migration of On-Prem Federations services ( ADFS) to Azure AD SSO, migrated 150~ business apps.
- Implem
- Global Domain Controller Consolidation - Consolidated 230~ Domain controller to align with data center consolidation
Senior Delivery Consultant
Hewlett Packard, HP
03.2012 - 01.2016
Technical Services Specialist
IBM
03.2011 - 02.2012
- Company Overview: (Client: Ekzonobel)
- (Client: Akzonobel)
Technical Services Specialist
Synova Innovative Technologies
12.2009 - 02.2011
Windows Systems Administrator
Netlink Software Private Ltd
05.2008 - 11.2009
Network Administrator and Technical Trainer
Trinity IT Revolution
11.2005 - 05.2008
Junior Network Administrator
Benchmark Infocom Pvt Ltd.
05.2003 - 12.2003
Junior Network Administrator
ISmart International Limited
12.2003 - 07.2005
Education
Bachelor of Commerce - Financial Accounting
Barkatullah University
Bhopal, India 04.2001 -
Skills
- Generative AI
- DEX Tools
- Automations via DEX Tools
- Identity and Access Management
- Microsoft Azure (Entra ID)
- Microsoft PowerShell
- Microsoft Windows Servers
- IT Operations
- IT Asset Management
- Partner/Vendor Management
- End User Computing
- Large Scale Deployments
- Project Planning and Control
- SLA Management
- Knowledge Management
- Audit and Compliance
- Service Improvement Planning
- Business Continuity
- Service Delivery
- Transitions
- IT Field Services
- Human Resource Management
- Relationship Management
- ITSM Tools
Skillset
- Generative AI
- DEX Tools
- Automations via DEX Tools
- Identity and Access Management
- Microsoft Azure(Entra ID)
- Microsoft PowerShell
- Microsoft Windows Servers
- IT Operations
- IT Asset Management
- Partner/ Vendor Management
- End User Computing
- Large Scale Deployments
- Project Planning and Control
- SLA Management
- Knowledge Management
- Audit and Compliance
- Service Improvement Planning
- Business Continuity
- Service Delivery
- Transitions
- IT Field Services
- Human Resource Management
- Relationship Management
- ITSM Tools
Previous Assignments
- 09/01/11, 08/31/14, Project Manager, Flamencotech (Client: HUL), Bangalore
- 02/01/11, 09/30/11, Project Executive Manager, IBM, Bangalore
- 07/01/10, 01/31/11, Freelancing, IKM Tech, Bangalore
- 03/01/10, 06/30/10, Inside Sales Manager, Dell India, Bangalore
- 10/01/08, 01/31/10, Senior Manager Operations, Aegis, Noida, Kolkata, Bangalore
- 11/01/07, 09/30/08, Manager-Operations, Fidelity, Bangalore
- 10/01/04, 10/31/07, Manager-Customer Service & Business Process, ING Bank, Bangalore
- 08/01/02, 10/31/04, AM-Operations, Aegis, Bangalore
- 04/01/99, 08/31/02, Risk Compliance Officer, CitiBank, Bangalore
- 05/01/97, 04/30/99, Customer Service, APACE Rent a Car, Bangalore
Certification
ITIL v4 Foundation – EXIN
Summary Of Qualifications
Master of Business Administration, Karnataka State Open University, 2012 - 2014
Personal Information
Notice Period: Three Months
Timeline
Microsoft Certified Identity administrator
08-2025
Microsoft Certified Azure AI Engineer Associate
08-2025
Service Manager- End Point Operations- Employee Technology
Hindustan Unilever Ltd.
02.2020 - Current
Microsoft Azure Architecture
11-2017
Global Service Manager, Directory Services
Hindustan Unilever Ltd.
02.2016 - 01.2020
ITIL v4 Foundation – EXIN
05-2015
Senior Delivery Consultant
Hewlett Packard, HP
03.2012 - 01.2016
Technical Services Specialist
IBM
03.2011 - 02.2012
Technical Services Specialist
Synova Innovative Technologies
12.2009 - 02.2011
Windows Systems Administrator
Netlink Software Private Ltd
05.2008 - 11.2009
Network Administrator and Technical Trainer
Trinity IT Revolution
11.2005 - 05.2008
Junior Network Administrator
ISmart International Limited
12.2003 - 07.2005
Junior Network Administrator
Benchmark Infocom Pvt Ltd.
05.2003 - 12.2003
Bachelor of Commerce - Financial Accounting
Barkatullah University
04.2001 -
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