Rodrigo Hackmann Almeida

I currently lead a high-performing team of 600+ professionals supporting some of the largest healthcare institutions across the U.S., including hospitals and healthcare IT companies, delivering solutions that align with both their business objectives and clinical needs. Together, we excel in managing, modernizing, and innovating IT infrastructure and mission-critical healthcare applications, including EHR (Electronic Health Records) and EMR (Electronic Medical Records).

Our work strengthens patient care, operational efficiency, and regulatory compliance across key domains such as Managed Applications, Cloud Services, Security and Resiliency and Network & Edge. These services are supported by a robust 24x7 operational framework, engineered for scalability, reliability, and continuous improvement.

• Lead Kyndryl Global Delivery Center´s services to +280 worldwide customers (70% United States) and +2800 local professionals specialized in designing, modernizing, and managing IT segments involving Cloud Services, Mainframe, Security and Resiliency, Data & AI, Digital Workplace, and Network & Edge—within a robust 24x7 operational framework.
• Main Achievements:
• 1. Advanced Service Delivery with AI Operations Enhanced innovation and automation by supporting full integration of services onto AIOps platforms in 2024, achieving a 58% improvement in incidents per server per month (from 3.12 to 1.28) and a 63% increase in corrective closures.
• 2. Financial Management: Successfully managed overall IT services delivery with an annual spend of $160M, implementing cost optimization strategies that achieved an average year-to-year cost reduction of ~10%, enhancing business competitiveness.
• 3. Customer Centricity & Excellence Achieved a significant increase in customer satisfaction, with the Net Promoter Score (NPS) rising by 11 percentage points year-over-year in 2024, reaching +97 RUN for Brazil customers and +82 for the top 10 US customers supported in Brazil, positioning in the top quartile of the IT market.
• 4. Global IT Leadership & Executive Hosting Organized and led steering committees and high-level visits from C-suite customers and major global alliances including Microsoft, Google, and Dynatrace. Facilitated discussions on IT solutions based on employees’ skills and collaboration, leveraging successful case studies to demonstrate potential impact.
• 5. Early Career Development Program Sponsorship Sponsored Kyndryl’s “Early Career Program” for new hires from universities and technical schools, resulting in 257 onboarding sessions, contributing to workforce expansion.
• 6. Employee Engagement Survey Achievement Attained a 78.2% employee satisfaction score in the November 2023 engagement survey, surpassing both the Kyndryl worldwide average of 74.2% and the industry average of 73.3%.
• 7. Employer of Choice Initiatives: Led employee development and engagement actions involving investments in skills development and career opportunity campaigns. These efforts significantly supported reduction of voluntary attrition rates by 40% in 2024, and helped to position Kyndryl as the #1 Brazil Best Tech employer on LinkedIn’s Top Companies list.
• 8. Diversity and Inclusion Advocacy – Women in Tech As the executive sponsor, I led the “Technical Women Advancement” program designed to support the professional growth of women in IT careers. Successfully implemented three iterations with hundreds of coaching and training sessions for over 100 women. Participants earned a combined total of more than 120 educational badges and certifications, significantly enhancing their professional development.
• 9. University Partnerships and Talent Acquisition Established and deepened partnerships with some of Brazil’s most prestigious universities, including Pontifícia Universidade Católica de Campinas(PUC), Centro Paula Souza(CPS), and Unicamp, to introduce Kyndryl and attract top-tier talent. Successfully engaged with over 100 students, enhancing our recruitment pipeline and reinforcing our reputation as a leader in fostering next-generation IT talent.
• 10. Technology Certification Expansion and Skills Growth: Significantly increased technology certification programs through partnerships with key IT companies like Microsoft, Google, Amazon, IBM, Dynatrace, and Oracle, achieving over 800 new professional certifications in the 2024 fiscal year, a 30% increase from the previous year.
• 11. Business Continuity Management Successfully achieved ISO 22301 certification for Kyndryl Hortolândia Delivery by implementing robust business continuity practices. This strategic initiative supported business differentiation and growth, ensuring operational resilience
• 12. Facility Management and Modernization Spearheaded the transition of the IBM Hortolândia facility to Kyndryl as the Site Manager, working in collaboration with Security, Real Estate, Marketing, and Communications to align with global standards. Successfully reopened the facility in March 2022 after a two-year closure due to the pandemic, facilitating the launch of new operations and enabling business development activities.
• 13. Government Affairs & Corporate Social Responsibility Engagement: Met with the Honorable Mayor to introduce Kyndryl and discuss company´s vision of inclusivity and progress, leveraging training opportunities through Social Programs. This initiative led to the engagement of over 170 Kyndryl volunteers who shared their time, knowledge, ideas, and inspirations with approximately 825 high school students from three schools in the Hortolândia region, as part of the “Let’s Learn STEM” project (Science, Technology, Engineering, and Mathematics).

• Led the Customer Innovation Center to approximately 260 worldwide customers and +3200 local professionals specialized in designing, modernizing, and managing IT segments involving Digital Workplace; Security and Resiliency; Network and Edge; Core enterprise and zCloud; Applications, Data and Artificial Intelligence (AI), in a 24x7X365 operation.
• Main Achievements:
• 1. Business Continuity Management: Successfully activated and maintained a Business Continuity Plan since March 2020 due to the Covid-19 pandemic, transitioning 95% of workforce to remote work without impacting business operations or customer service.
• 2. Employee Engagement: Achieved a top 3 ranking worldwide in the Employee Satisfaction Survey with an engagement score of 79.05% in 2020, surpassing the industry average of 70%.
• 3. Organizational Transformation: Led a major transformation initiative named Globally Integrated Delivery, from 2018 to 2019, employing Agile methodology and tools. This involved over 3,000 professionals restructured into roles like Squad Leaders and Product Owners, enhancing efficiency by 8% and customer satisfaction.
• 4. Process Improvement Leadership: Sponsored and led a transformation and automation program using Kaizen methodology, benefiting over 130 customers with more than 490 improvement actions in 2021, reducing annual labor by 7,440 hours.
• 5. Customer Satisfaction Excellence: Recorded high customer satisfaction through the 2021 NPS survey, with an average promoter score of +79 in RUN in LA, positioning the company in the top quartile of the IT market, showing a year-over-year improvement of 5 percentage points.
• 6. Financial Management: Managed annual spending of approximately $140M for the delivery organization, implementing cost optimization strategies of ~10% reduction YtY to align with the budget plan.
• 7. Revenue Growth Initiatives: Sponsored and led the DNSO (Discovering New Services Opportunity) program, resulting in a total contract value of $9.7M in 2021 and $2.4M in 2020, significantly increasing revenue.
• 8. Skills Revitalization Implementation: Executed a revitalization skills strategy to enhance delivery expertise, focusing on upskilling and reskilling which as a result, successfully facilitated over 400 job rotations.
• 9. Cost Reduction Strategies: Achieved overhead cost reductions by restructuring and optimizing departments, saving $900K annually. Additionally, streamlined infrastructure costs by adopting VoIP services and eliminating unnecessary expenses, achieving $150K in annual savings.
• 10. Operational Efficiency: Consistently achieved an overall productive utilization rate of approximately 93%, exceeding the target of 92%.

• Managed a 24/7/365 service delivery operation for midrange technology infrastructure, including monitoring, batch operations, and production control. Supported approximately 150 customers across various industries, overseeing incident and change management through a team of 150 professionals and six managers.

• Led the strategic transition and integration of Infrastructure Technology Service Delivery scopes with other IBM Delivery Centers. Collaborated closely with service area leaders, account management teams, finance, legal, and country executives to align with the company’s strategy for competitive expansion.

• Provided comprehensive Midrange support services management for the FIAT Chrysler Group across multiple subsidiaries, including FIAT, Chrysler, and Iveco. Coordinated across various teams to ensure high service levels and customer satisfaction in the automobile industrial sector.

• Oversaw a Global System Operations department operating continuously to support customers’ infrastructure monitoring, batch operations, and production control. Managed a team of sixty technical staff (both regular employees and contractors), servicing over thirty international contracts, primarily in the United States.

• Led a team of 60 system administrators and computer operators, managing technical incident resolution and problem-solving activities. Ensured tasks were assigned based on complexity and compliance with Service Level Agreements.

• Served as a technical services specialist and advisor in distributed and network environments. Handled incident management, problem resolution, and change processes across various technical platforms.

• Delivered computer system operating services, ensuring the availability of key infrastructure and systems critical to IBM’s operations. Main responsibilities included monitoring IBM Global Infrastructure (IGI) that hosts customer financial credits, and IBM Global Network (IGN) that maintains essential local and global connectivity to uphold the organization’s IT infrastructure.