Dharmendra Kumar Soni
Redmond,USA
Summary
- A Seasoned IT Professional with over 26 + years of profound expertise in delivering transformative leadership and cutting-edge technologies to enhance enterprise operations for global organizations. Demonstrates proficiency in system administration, incident/problem resolution, and addressing service queries while consistently adhering to agreed service levels. Embodies a strong belief in teamwork and collaborative success, coupled with the confidence to independently tackle challenges with precision. Explores challenging leadership opportunities to harness a multi-faceted skill set and drive results that align with overarching organizational goals. Committed to propelling organizations toward the next level of excellence by leveraging a blend of Agentic leadership and AI-driven insights to redefine problem-solving, enhance strategy development, and foster empowered, high-performing teams. Agentic leadership is exemplified through a proactive approach to shaping outcomes, fostering innovation, and empowering individuals to take initiative while cultivating an environment where collaboration thrives, and ambitious objectives are realized. Leadership Strengths
- Demonstrated excellence in driving multiple high value technology/ transformation projects/ programs, managing delivery for large & complex deals, collaborating with project teams, and deploying technology to build successful solutions and services for clients, ensuring delivery within assigned time, budget & quality parameters.
- Attitude -Get it done. – End to end accountability
- As a Business Development Expert, holds a proven track record of achieving P&L targets.
- Technology service provider, with major focus on efficient and cost-effective delivery of hardware/ software services/ solutions.
- Skilled in building fruitful partnerships with multiple clients, understanding their requirements, and accordingly devising customized solutions and delivering significant revenue growth.
- Driven to align business activities with technological vision, adeptly equips technical environments to deliver responsive and high-quality strategic, operational, and business outcomes.
- A visionary and influential IT Leader, skilled in developing teams by training them to excel in all aspects of customer orientation, including prospecting, qualifying, and positioning in front of End Business owners, IT services Partners, and other technical teams.
- International Experience: United States, Germany, Romania, Philippines, and India. US customer support provided from onsite client locations – Plano (Texas), New Orleans (Louisiana), New York, Ohio, Jacksonville (FL). Excellence Sphere
- IT Infrastructure Management
- P&L Accountability
- End 2 End Service Delivery Management
- Model Setup & Delivery
- Cloud Computing
- Transitions/ Transformations
- Large Account Delivery Management
- Data Center Migration
- Customer Relationship
- End User Services
- Requirements Gathering & Analysis
- Risk Analysis & Management
- IT Security Compliance
- Operational Excellence
- Team Building & Leadership
Overview
28
28
years of professional experience
Work History
Account Delivery Head
WIPRO Limited
Redmond, USA
02.2025 - Current
Delivery Head
12.2022 - 01.2025
Account Delivery Head
07.2021 - 11.2022
- Demonstrated transformational leadership by efficiently handling Europe based retail customer with presence in 30 countries and supporting complete IT delivery end-to-end, to achieve overall YoY revenue around 60 Mn
- Spearheaded teams distributed across Offshore (India), Onsite (Germany), and Near Shore (Romania)
- Improved gross margins 32% to 36% (~4% improvement) by enabling cost optimization
- Awarded the LEAN IT Award for best practice enablement for customer
- Successfully implemented automation, Lean, and Six Sigma processes, optimizing resources by relocating roles from onsite to near shore and offshore
- Developed an Executive Dashboard on Power BI from ITSM tools to represent multi-role-based access at various levels of the customer organization
- Demonstrated transformational leadership by efficiently handling US based banking customer with presence global countries and supporting complete IT delivery end to end, to achieve overall YoY revenue around 40 Mn
- Managed a team spread across Offshore (India), Onsite (US), UK, Luxembourg, Australia
- Improved gross margins from -58% to +48%
- Converted deep RED US based Global account to GREEN with Stable customer CSAT improvement from 68% to 90+%
- Corrected an SLA algorithm in collaboration with the customer based on industry best practices, enhancing end-business customer satisfaction
- Won GOLD Award for 43rd CII National Kai-Zen Competition - DaaS Performance Optimization case study
- Implemented automation/ Lean and Six Sigma process and optimized resource by 138 Head count with improved productivity
- MTTR – Less than 3 days, Ticket backlog under 150 tickets, SLA 99% and above
- Managed approx
- 350 million TCV valued projects with GM ~40%, Operating margin 28% stable
- Reduced people cost by 1.14% YoY by applying automation/ Six Sigma/ Lean implementation/ Skills upgrade by internal online trainings, Shift left – L3 -> L2 -> L1 (Freshers)
- Key Deliverables:
- Oversaw end-to-end project management, including defining scope, planning meetings, scheduling, setting deadlines, assigning responsibilities, and monitoring and communicating progress
- Provided technical leadership to the team on requirements management, design, implementation, system integration, verification, testing, quality assurance, delivery, operations, and sustainment of technical solutions
- Delegated additional staff as needed to maintain project parameters
- Collaborated closely with Managers, Directors, and C-level employees to ensure seamless communication across organizational hierarchies
- Data Center Exit and cost management inline with Power, Energy, hardware, licenses
- Enabling FinOps strategy for customer to manage cloud environment with optimal benefits transfer to business stake holders
- Key Projects delivered under my leadership:
- Data center Exit from Frankfurt and Dusseldorf (Germany) to Google cloud for Europe Retail Sector
- Duration 1+ Year ($6 Mn/year cost saving)
- VMware migrated to Google Cloud Virtual Environment (GCVE)
- Oracle DBs migrated to Oracle Cloud Interface (OCI)
- Microsoft Exchange to Azure O365 online
- Wipro team worked with Customer architect team to plan for Oracle apps to OCI, VDI to MS Azure (AVD), File share to One Drive (Personal drive)
- Compliance Storage to NetApp Storage
- Teradata to Teradata cloud (Vendor engagement)
- Decommissioning on legacy apps, Video and PBX environment
- Adani Cloud for Europe retail customer
- Duration 4 Months (Customer 60% business moved from RU to India)
- Architecture review with customer from Data compliance and Security point of view
- Initial landing zone setup including lease line setup between current location to Cloud DC location
- Infra environment setup based on compliance requirement – Network, Firewall, Load Balancer, VM, Storage and Backup etc
- Plan for Application movement – Migration, Lift and shift, Hybrid – align app move group based on minor to critical priority
- Enable communication across the customer environment about the DC and application migration
- Enable regular governance, track all issues and risk, enable mitigation plan and concur with customer and share the impact on project timelines if any.
Service Delivery Manager - Cross
HCL Technologies
, US, India
03.2012 - 06.2021
- Transitioned technical tracks– PC services, Application Packaging, Exchange (o365), SCCM and Citrix from DXC to HCL customer at Cincinnati (OH)
- Prepared complete Knowledge transition plan and aligned technical resources to get the KT/ Reverse KT and make sure perfect cut over with smooth transition
- Hired 84 technical L2 support resources for LATAM countries: Mexico, Brazil, Costa Rica, Chile, Panama, Venezuela, Guatemala, Argentina, Colombia & Peru
- Key Deliverables:
- Accountable for the delivery and support of client solutions, consistently ensuring the smooth operation of technical platforms and tools and meeting contracted SLAs
- Acquired sound technical and business knowledge of client solutions, systems, technologies, and processes to ensure smooth day-to-day service delivery
- Diagnosed, troubleshoot, and resolved technical issues professionally
- Managed and resolved service delivery issues within agreed SLAs by collaborating with clients and internal teams
- Managed Profit & Loss (P&L) for consumer industry customer and acted as 2nd Level Customer Escalation Management focal point tasked with responding to customer reviews and resolving high priority issues
- Managed service delivery global support for technical tracks –Steady State support, Scan Mail gateway, authentication, License allocation), Application Packaging – thru IBM BigFix and Tanium – automated patching for Entire environment Data Centre and Desktop/ Laptops), Process (Change management, Critical Incident Management, Problem Management (80/20, 5 why’s the approaches) Service level management – SLA tracking and review with the customer, Tools – CA technologies monitoring tools i.e
- MoogSoft, SolarWinds
- Dynatrace one agent, Puppet, ServiceNow, vRealize, ITPAM, iAutomate, BigFix/ Tanium etc
- Prepared comprehensive knowledge transition plans, aligning technical resources to ensure smooth transitions with perfect cutovers
- Key Projects delivered under my leadership:
- Data center consolidation (6 to 4) and migrated to Azure Cloud from APAC, Europe and NA DCs
- Duration 1+ Year ($12 Mn/year cost saving)
- Architecture review with customer from Data compliance and Security point of view
- Initial landing zone setup including lease line setup between current location to Cloud DC location
- Infra environment setup based on compliance requirement – Network, Firewall, Load Balancer, VM, Storage and Backup etc
- Oracle DBs migrated to Oracle Cloud Interface (OCI)
- Microsoft Exchange to O365 online
- Wipro team worked with Customer architect team to plan for Oracle apps to OCI, VDI to MS Azure (AVD), File share to One Drive (Personal drive)
- Compliance Storage to NetApp Storage
- Tools used for migration -
- Azure Migrate: This tool helps in discovering and assessing on-premises resources, and migrating them to Azure
- Azure Database Migration Service: This service is used to migrate databases to the cloud
- Lakeside: A VDI assessment tool used for assessing virtual desktop infrastructure (VDI)
- Structured approach for migration -
- Project Plan
- Align baseline, scope and deliverable timelines
- Resource hiring and alignment in parallel – minimize delay
- Agree on communication, governance and templates
- Migration approach and plan
- Prepare Migration Tools Remediate Assets
- Build Initial Migration Backlog Replicate Assets
- Plan for Multiple Datacenters Consolidation Prepare for Management
- Deploy Supporting Services Test Migration
Delivery Project Executive
IBM India Pvt. Ltd
Hyderabad, India
10.2008 - 05.2012
Track Lead – Reality/ Construction Customer
11.2006 - 09.2008
- Served as the single point of contact for the Country Executive and Global Account PE/DPE for the account in the Delivery Center
- Managed delivery to contract performance standards and client measurements (SLA/KPI), driving efficiency, cost management, and service improvements for the Delivery Center
- Engaged in crisis calls during outages, keeping Global DPE and management informed of status as per established procedures
- Made significant contributions to Process & Systems Management, Team Building & Mentoring, and Datacenter Operations.
Systems Engineer
Hewlett Packard (HP) Global Soft India Pvt. Ltd
Bengaluru, India
07.2004 - 10.2006
System Administrator
CMS Computers Ltd
New Delhi, India
03.2004 - 06.2004
System Administrator
Progressive Infotech India Pvt. Ltd
, India
04.2003 - 02.2004
System Administrator
Govin Cyber Solutions Pvt. Ltd
Gurgaon, India
05.2001 - 03.2003
Customer Support Engineer
N-tech Solution
Gurgaon, India
10.1997 - 04.2001
Education
MBA -
NMIMS Mumbai
06.2024
Honor’s Diploma - Software technology & Systems Management
NIIT
07.1997
Master of Arts -
MDS University of Ajmer
06.1995
Bachelor of Arts -
MDS University of Ajmer
06.1993
Accomplishments
- Agentic AI Fundamentals
- Agile Project Leadership
- Enhancing Program Management with AI
- Ethics in the Age of Generative AI
- Strategic Thinking
- Digital Strategy
- Generative AI for Business Leaders
- Azure Fundamentals (AZ-900)
- Azure Data Fundamentals (DP-900)
- ITIL V3 Foundation, ITIL Foundation
- IT Service Desk: Customer Service Fundamentals
- Learning Cloud Computing: Monitoring and Operations
- Six Sigma Green Belt
- Google Cloud Big Data
- Machine Learning Fundamentals
- IoT Foundations: Fundamentals
- Implementing Microsoft Azure Infrastructure Solutions (M20533)
- Tableau & Power BI
- Situational Leadership (Ken Blanchard/ Patricia Zagari)
- Six Thinking Hats The De Bono
- Project Management
- Interpersonal Communication
- Advanced Grammer
- Public
- Public
- Public
Timeline
Account Delivery Head
WIPRO Limited
02.2025 - Current
Delivery Head
12.2022 - 01.2025
Account Delivery Head
07.2021 - 11.2022
Service Delivery Manager - Cross
HCL Technologies
03.2012 - 06.2021
Delivery Project Executive
IBM India Pvt. Ltd
10.2008 - 05.2012
Track Lead – Reality/ Construction Customer
11.2006 - 09.2008
Systems Engineer
Hewlett Packard (HP) Global Soft India Pvt. Ltd
07.2004 - 10.2006
System Administrator
CMS Computers Ltd
03.2004 - 06.2004
System Administrator
Progressive Infotech India Pvt. Ltd
04.2003 - 02.2004
System Administrator
Govin Cyber Solutions Pvt. Ltd
05.2001 - 03.2003
Customer Support Engineer
N-tech Solution
10.1997 - 04.2001
MBA -
NMIMS Mumbai
Honor’s Diploma - Software technology & Systems Management
NIIT
Master of Arts -
MDS University of Ajmer
Bachelor of Arts -
MDS University of Ajmer
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