Roshan de Silva fuels customer service transformation as Chief Delivery Officer to JIT Group

Customer expectations in 2021 will leave very little room for negotiation, so the customer experience, needs to be completely foolproof and vested in, to fuel a great customer service that will transform their business needs.

As Chief Delivery Officer at Just In Time Group (JIT), Roshan De Silva, heads the vital delivery of customer service and support. Roshan brings in vital, 15+ years of proven project management experience and acute delivery acumen, stemming from his IT service sector experience to validate the much-needed competitive edge in today’s IT landscape. He jumpstarted his career as a software engineer, with a deep interest in business analysis working to deliver projects across IT consulting, technology and outsourcing services both in Sri Lanka and to overseas clients. He has managed large teams, who were involved in delivering projects in Agile landscape including Tech Leads, Architects, Project Managers, QA Leads and BA Leads giving him a thorough understanding of technology deliverables.

This position speaks to JIT’s commitment to not only provide our customers with the best technology fit, but also to make the process of arriving at that solution as seamless, efficient, and a categorically smooth experience as possible. Roshan is the ideal person to make that happen.

“We understand that our clients are not only looking out for the best technology solutions, but also, a seamless process of implementing the chosen solutions to be trouble-free, with a great user and customer experience,” commented JIT CEO Chrishan Mendis. 

To further validate this value, JIT is excited to have Roshan on board as the Chief Delivery Officer (CDO) and a member of the Senior Management Team. This appointment is part of the Group’s growth strategy and its journey to take the company into the future.

Roshan is armed with a Master’s Degree in Computer Science and a Bachelor of Information Technology both from the University of Colombo School of Computing. He is also a vastly experienced Project Management Professional, certified as a – PMI Project Management Professional (PMP), PMI Agile Certified Practitioner (PMI-ACP), Certified SAFe Agilist (SA), Certified Scrum Master (CSM), Certified Scrum Product Owner (CSPO) and in ITIL IT Service Management.

For companies, across almost every industry and function, 2020 will forever be a defining year. Many businesses have had to adapt — and some have had to shift their models entirely. But every business has felt the effects of rapidly changing customer expectations.

“Being a CDO isn’t an easy task, where it requires a special skill set and emotional intelligence,” Mendis said. “Roshan has the much-needed skill for anticipating friction, challenging assumptions, organising processes to ultimately steer a project to a sustaining closure. Roshan brings a deep understanding of both technology and organisational management coupled with commitment to quality which make him an asset to our all our stakeholders,” he added. 

Never content with the simple everyday tasks, Roshan has always found himself pushing beyond the technical solutions and addressing the bigger picture of how to help improve a business’ processes to deliver greater value. 

“It is satisfying to carefully listen to our customers’ needs and partner with them to deliver the best suited solutions to help build their business efficiently and maintain the many long standing relationships JIT has with its customers and to forge new relationships,” said Roshan.

For over two decades, JIT has been revolutionising businesses and their value addition to their customer through technology. JIT has long been playing a silent role in supporting the country’s essential services delivering some of the nations’ critical systems.