Jira
Dharmesh Donga
Program Head and Vendor management
Ahmedabad
Summary
- Experienced professional with over 17+ years in the IT industry, specializing in customer support services and B2B and B2C operations. Skilled in ITIL framework management, SLA sustenance and management, vendor management, analytical and problem-solving abilities, remote support experience, escalation management, project management, service desk and helpdesk management, customer relationship management, and technical sound. Proven track record of managing teams for major clients such as Amul, Lenovo, Wipro, Zydus Pharma, and Dell. Adaptable to new situations and experienced in handling 24/7 environments. Strong knowledge of IT service delivery management and IT service desk operations. A fast learner with strategic problem-solving skills, excellent interpersonal skills, and a flexible and open-minded personality. Proficient in email processes, key customer project handling, crisis management, and building rapport within teams and with vendors and engineering teams. Dedicated team player committed to contributing to team building and maintaining positive relationships with peers and management.
- Talented professional considered knowledgeable leader and dedicated problem solver. Brings 17+ years of valuable expertise to forward company objectives. Attentive to detail with experience in coordinating projects, programs and improvements.
- Experienced Program Manager skilled in managing functional operations and projects related to supplies and logistics. Advanced understanding of organizational strategies, financial management, procurement and contracting. Expertise in logistical analysis, inventory and supply chain performance, development and standardization. Thorough understanding of inventory management, procurement and acquisition regulations.
- Program management professional with proven track record in leading cross-functional teams and driving project success. Skilled in strategic planning, risk management, and resource allocation. Known for adaptability, problem-solving, and fostering collaboration to achieve results. Proficient in optimizing processes and aligning initiatives with organizational objectives.
- Driven by passion for achieving project goals within dynamic environments. Developed skills in strategic planning, resource allocation, and stakeholder engagement. Ready to transition into new field, leveraging strong ability to streamline processes and enhance team productivity.
- Program management professional with history of driving projects to successful completion. Known for fostering team collaboration and delivering results in dynamic environments. Proven expertise in risk management and resource allocation.
- Resourceful Manager offering history of success coordinating and monitoring operations across various departments. Effective leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Highly committed with hardworking mentality to maintain quality of services and products.
Overview
18
18
years of professional experience
4
4
Languages
Work History
Program Head
Infistack Technologies PVT LTD
Ahmedabad
01.2018 - Current
- Working as a Consultant to manage Clients and project requirements as well as product design to sales and vendor management.
- Managed multiple strategic projects with numerous sub-projects or workstreams.
- Established strong relationships with key stakeholders, ensuring support for program initiatives.
- Met with project stakeholders on regular basis to assess progress and make adjustments.
- Implemented risk management strategies to mitigate potential barriers to project success.
- Developed strategic plans, setting clear objectives and achievable milestones for the team.
- Participated in pilot tests and revised programs based on feedback and results.
- Championed best practices in project management, fostering a culture of continuous improvement.
- Leveraged technology tools for enhanced project tracking, reporting, and information sharing among team members.
- Streamlined communication channels to facilitate efficient collaboration among team members and stakeholders.
- Enhanced project visibility with regular status updates, leading to increased stakeholder engagement.
- Identified program obstacles and communicated possible impacts to team.
- Increased customer satisfaction through effective communication of program goals and expectations.
- Led change management efforts, supporting staff through transitions and promoting buy-in for new initiatives.
- Coached team members on productivity strategies to accomplish challenging goals.
- Worked with subject matter experts to develop and implement mentoring programs to promote better learner experiences.
- Negotiated contracts with vendors, securing favorable terms that supported budgetary constraints.
- Devised creative solutions to critical customer and user needs.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
- Leveraged data and analytics to make informed decisions and drive business improvements.
- Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Launched quality assurance practices for each phase of development
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
Independent Consultant (Software & Services)
360 Degree Technosoft
Ahmedabad
01.2017 - 01.2018
- Mentored Senior consultants within the team, contributing to their professional development and growth as independent consultants themselves.
- Handled confidential customer business and operational information.
- Assisted clients in identifying new market opportunities, leading to successful expansion efforts.
- Oversaw team of 70+ consulting professionals, encouraging sales and training members on effective strategies.
- Compiled research data and gave professional presentations highlighting finds and recommended optimizations.
- Oversaw team of 10 + consulting professionals, encouraging sales and training members on effective strategies.
- Facilitated change management initiatives within client organizations, minimizing resistance and maximizing adoption rates.
- Leveraged on-site observation and personal interviews to identify team and individual strengths.
- Managed multiple projects concurrently, ensuring timely delivery and high-quality results.
- Collaborated with cross-functional teams at client sites to ensure holistic project success.
- Kept consistent inventory and placed orders for new product stock.
- Negotiated contracts on behalf of clients, securing favorable terms that met their specific needs and requirements.
- Supported clients during periods of transition, ensuring seamless integration of new systems or policies.
- Delivered valuable insights gleaned from competitive analyses conducted for each client engagement project.
- Led training sessions for client staff members to improve skillsets and enhance overall performance.
- Conducted meetings with clients to determine project intent, requirements and budgets.
- Cultivated positive relationships with vendors to deliver timely and cost-effective supply of services and materials.
- Devised and implemented processes and procedures to streamline operations.
- Supported creation of detailed, technical financial models to value potential acquisition targets.
Service Delivery Manager (Amul Daily)
Prompt Softech
Ahmedabad
01.2015 - 12.2016
- Working with Lenovo as service Delivery manager for West Region (Gujarat MP, Chhattisgarh)
- Handle all service centers, service operation field support distributor coordination, and Customer CSAT across the region.
- Responsible for new customer Roll, Implementation & Sustenance, and Ensuring that agreed SLAs are met and with different types of SLAs.
- Improving productivity and maximize ROI by minimizing IT hardware and software costs and Sustenance of ISO 20001 standards with ITIL Framework.
- Service Delivery Operation from installation to service support.
- Led cross-functional teams to achieve project goals on time and within budget.
- Improved service quality, addressing client concerns promptly and professionally.
- Coordinated with multiple departments to ensure seamless service delivery across all touchpoints.
- Enhanced service delivery by developing and implementing efficient processes.
- Established a culture of continuous improvement, encouraging team members to share ideas for process enhancements.
- Developed training programs to enhance employee skills and boost overall productivity levels.
- Handled escalated customer issues effectively, resolving problems swiftly while preserving positive relationships where possible.
- Optimized resource utilization, identifying opportunities for cost reduction and efficiency improvements.
- Maintained proper staffing levels to guarantee timely and accurate deliveries.
- Supervised operations of 24-hour customer service desk staffed by 130 team members.
- Maintained up-to-date knowledge of industry trends, incorporating best practices into internal procedures for ongoing success.
- Conducted regular reviews of service offerings, identifying gaps in the market, and recommending new solutions accordingly.
- Worked with vendors to schedule daily pickups and weekly deliveries.
- Managed third-party contracts to drive delivery of required services.
- Ensured regulatory compliance throughout all aspects of operations, minimizing potential risks.
- Managed vendor relations proactively, negotiating contracts beneficially for both parties involved.
- Attended staff and client meetings and served as liaison to manage operations for account.
- Fostered strong relationships with clients to maintain long-term partnerships and drive business growth.
Manager Support (West Region)
Lenovo (WIPRO)
West Region ( Gujarat, MP, Chhattisgarh)
01.2014 - 01.2015
- Maintaining and generating various reports and MIS on a periodical basis and sharing with Management and customer.
- Planning and monitoring daily staffing schedules and adjusting accordingly to ensure adequate staffing levels that support operational demands and business objectives.
- Ensuring SLA Achievement of all the Server calls logged including 24X7 support by call-by-call tracking.
- Handling Escalations related to any deviation for Server Incidents and resolving the same.
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Controlled costs to keep business operating within budget and increase profits.
- Improved marketing to attract new customers and promote business.
- Cross-trained existing employees to maximize team agility and performance.
- Maintained professional, organized, and safe environment for employees and patrons.
- Developed and maintained relationships with customers and suppliers through account development.
- Achieved departmental goals by developing and executing strategic plans and performance metrics.
- Mentored junior team members for career advancement, fostering a pipeline of future leaders within the organization.
- Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
- Streamlined workflows by identifying bottlenecks in existing systems and implementing appropriate solutions.
- Streamlined project delivery processes, significantly reducing time to market for new product launches.
- Spearheaded transition to remote work during global health crisis, ensuring business continuity and employee safety.
- Negotiated favorable terms with suppliers, cutting operational costs while maintaining quality of service.
- Oversaw inventory management, optimizing stock levels, and reducing waste.
- Enhanced product quality by instituting rigorous quality control procedures, resulting in fewer customer complaints.
- Increased market share with strategic business development efforts, expanding into untapped markets.
- Enhanced team productivity by implementing agile methodologies, leading to more efficient project completion.
- Boosted employee morale and reduced turnover through development and implementation of comprehensive rewards and recognition program.
- Fostered partnerships with industry leaders, enhancing company's reputation and creating new business opportunities.
- Implemented customer feedback mechanisms to gather insights, using this information to guide strategic planning and decision-making.
- Back to back Best region award for service department for 3 quarters.
- Spare planning and logistic and Service centre management and new service centre planning.
Service Delivery Head
Wipro
Mysore
01.2009 - 01.2014
- Monitoring the performance of team members, designing service improvement plans for the internal team, and implementing of business continuity plan within the team.
- Vendor management for Pan India operation.
- Improved service quality, addressing client concerns promptly and professionally.
- Led cross-functional teams to achieve project goals on time and within budget.
- Coordinated with multiple departments to ensure seamless service delivery across all touchpoints.
- Enhanced service delivery by developing and implementing efficient processes.
- Established a culture of continuous improvement, encouraging team members to share ideas for process enhancements.
- Handled escalated customer issues effectively, resolving problems swiftly while preserving positive relationships where possible.
- Optimized resource utilization, identifying opportunities for cost reduction and efficiency improvements.
- Streamlined operations for improved customer satisfaction and retention rates.
- Supervised operations of 24-hour customer service desk staffed by 80+ team members.
- Developed comprehensive reporting systems that tracked service delivery progress transparently and efficiently.
- Coordinated among multiple external stakeholders to gain consensus on major project milestones and prioritization goals.
- Conducted regular reviews of service offerings, identifying gaps in the market, and recommending new solutions accordingly.
- Coordinated new hire recruitment, training and development.
- Managed third-party contracts to drive delivery of required services.
- Coordinated driver dispatch to accomplish daily delivery requirements.
- Oversaw warehouse staff and maintained efficiency in fast-paced environment.
Territory in Charge (GUJ)
Wiptech Peripherals
Rajkot
01.2008 - 01.2009
Service Engineer (GUJ)
Progressive Infotech
Ahmedabad
01.2007 - 01.2008
Education
Diploma - Computer Eng.
TEB Gujarat
Skills
- ITIL Framework Management
- SLA Sustenance and Management
- Vendor Management
Strategic planning
Project coordination
Change management
Team development
Team leadership and direction
Scheduling and planning
Performance monitoring
Resource management
Budget coordination
Vendor relationship management
Project management
Accomplishments
- Best Regional Engineer, Dell Services, 2 times
- Best Performer of the Year, 2011, Galaxy Award, 2012
- Best Service Delivery Executive Award, West Region, Wipro InfoTech, 2012
- Implementation of ISO 20000, Member of the implementation team, Wipro
- Highest CSAT achievement, Region
- Best Region - Support Head, Lenovo
Career Path
- Program Head, Infistack Technologies PVT LTD, 2018 - Present
- Independent Consultant (Software & Services), 360 Degree Technosoft, 2017 - 2018
- Service Delivery Manager (Amul Daily), Prompt Softech, 2015 - 12/2016
- Manager Support (West Region), Lenovo (WIPRO), 2014 - 2015
- Service Delivery Head, Wipro, 2009 - 2014
- Territory in Charge (GUJ), Wiptech Peripherals, 2008 - 2009
- Service Engineer (GUJ), Progressive Infotech, 2007 - 2008
Trainings Attended
- Service excellence program
- ITSM & Team Synergy
- Six Sigma Green Belts
- First-Time Leadership program
- Fish Bond
- Email Attitude & Presentation Skills
Project Executions
- GCMMF project, World's biggest implementation for 17k villages
- AMUL support, Providing support to AMUL all India Plant and HO
- Lenovo service, Took Lenovo service in the west region to the next level
Case Study Highlight
- I started my career as a Field Engineer and now leading an IT product and software Company. Working with ground-level team to client’s top management team. This gives more confidence in the service division to take over and crisis as we know service division is no Thanks job but always keep one thing in mind client and vendor are the main pillars of any company and to prove that product and service are best you have to make your service division always on Swift mode.
- Customer escalation and delivery of your commitment should be 100 % achievable and you have to forget time and day to make it possible.
- The response is a key area of any field you should always top in any conversation and ongoing process.
- The team is the biggest part of your success you should always be with your team. Understand your team's strengths needs, and weak points and how to make them stronger and take together to milestones which you decide to achieve.
- Upgrade your team and process with needs so we have to arrange training, workshops, and meetings on an interval base so they get more vision and idea for ongoing things.
- End Customers and vendor is your main pillar so gain their trust with your best service and response and you always keep in touch with them so you get a better picture shape.
Personal Information
- Date of Birth: 01/27/87
- Marital Status: Married
Accreditations
- ITILV3 Foundation, Wipro
- Dell Service Provider (DSP)
Software
Monday
Hubspot
One Force
Timeline
Program Head
Infistack Technologies PVT LTD
01.2018 - Current
Independent Consultant (Software & Services)
360 Degree Technosoft
01.2017 - 01.2018
Service Delivery Manager (Amul Daily)
Prompt Softech
01.2015 - 12.2016
Manager Support (West Region)
Lenovo (WIPRO)
01.2014 - 01.2015
Service Delivery Head
Wipro
01.2009 - 01.2014
Territory in Charge (GUJ)
Wiptech Peripherals
01.2008 - 01.2009
Service Engineer (GUJ)
Progressive Infotech
01.2007 - 01.2008
Diploma - Computer Eng.
TEB Gujarat
Similar Profiles
Venkata Nagaraju InakolluVenkata Nagaraju Inakollu
Technical Lead(System Design) at Relysys Technologies Pvt Ltd (now Invendis Technologies pvt ltd)Technical Lead(System Design) at Relysys Technologies Pvt Ltd (now Invendis Technologies pvt ltd)
S ChetanS Chetan
Assistant Manager - Finance at ANIMALL TECHNOLOGIES PVT LTD, Technologies Pvt LtdAssistant Manager - Finance at ANIMALL TECHNOLOGIES PVT LTD, Technologies Pvt Ltd
Shweta SinghShweta Singh
Support Engineer-IT at I-Telemetry Technologies Pvt. Ltd. (Subsidiary of Aaxis Nano Technologies Pvt. Ltd.)Support Engineer-IT at I-Telemetry Technologies Pvt. Ltd. (Subsidiary of Aaxis Nano Technologies Pvt. Ltd.)