Dennis Haak Email and Phone Number

A dedicated and strategic IT leader with a proven track record in managing end-to-end IT service delivery operations. Known for being a thoughtful and careful decision-maker, I leverage analytical skills to solve complex issues and derive meaningful insights. I take ownership of my tasks, ensuring they are completed with accountability and on time. A lifelong learner with a relentless drive to achieve goals, I continuously update my skills and knowledge to stay ahead in the ever-evolving tech landscape.Core CompetenciesDeliberative: Thoughtful and careful decision-making.Analytical: Skilled in solving issues and gathering data for insights.Responsibility: Takes ownership of tasks and projects.Learner: Committed to continuous learning and skill enhancement.Achiever: Driven to set and accomplish goals.Professional ExperienceOversee end-to-end IT service delivery operations, ensuring timely and efficient resolution of incidents and service requests.Manage a team of IT professionals, providing leadership, guidance, and performance management.Implement ITIL-based processes and best practices to improve service quality and operational efficiency.Collaborate with stakeholders to define service level agreements (SLAs) and key performance indicators (KPIs) to measure and monitor service performance.Lead service improvement initiatives, identifying areas for enhancement and implementing proactive measures to prevent recurring issues.Conduct regular service reviews with business units to address concerns, gather feedback, and identify opportunities for service enhancement.Manage vendor relationships and contracts, ensuring compliance and driving value for money.Develop and maintain IT service documentation, including standard operating procedures (SOPs) and knowledge base articles.Ensure accurate and up-to-date Asset & Lifecycle Management.Key AchievementsSuccessfully managed IT operations for an organization with 1000+ employees and 50 servers (Physical & Virtual, OnPremises and Cloud).Enhanced service delivery through the implementation of ITIL-based processes and best practices.Improved operational efficiency and service quality, leading to increased stakeholder satisfaction.