Haroon Hasan, Ssbb, Itil And Itsm Expert Email & Phone Number

Parsippany-Troy Hills, Nj, Us

Wayne, Nj

Rockville, Maryland, United States

Established and implemented comprehensive checkpoints throughout project lifecycles, enhancing performance measurement, generating insightful report cards, and fostering a feedback loop to optimize employee capabilities and contributions.Orchestrated end-to-end presale activities, guiding valued clients through seamless service transitions, delivering RFP documentation, and offering competitive pricing through compelling presentations, ensuring client satisfaction and retention.Managed relationships with key third-party providers, optimizing IT infrastructure and system performance, facilitating successful execution of larger and complex projects across diverse service towers and technologies.Led a dynamic service transition team, leveraging ITIL best practices to orchestrate smooth migrations from legacy to modern technologies, ensuring minimal disruption to operations and maximizing efficiency.Directed and steered transition managers and engineers, providing strategic oversight and guidance to ensure successful service transitions and presales initiatives, driving client satisfaction and retention.Engineered innovative frameworks, policies, and procedures to streamline the transition process for both new and existing clients, enhancing operational efficiency and client experience.Delivered exceptional services to valued clients, managing a $4.5M annual forecasted run rate, demonstrating a commitment to excellence and client-centricity.Provided expert guidance on ITSM processes and technologies, optimizing labor utilization by 9%, driving operational efficiency and cost-effectiveness.

Jersey City, New Jersey, United States

Orchestrated IT mergers and acquisitions (M&A) initiatives, collaborating with a team of 7 project managers to ensure seamless integration while implementing best-in-class program management principles, methodologies, and processes, driving organizational growth and synergy.Utilized cutting-edge technologies to govern multi-tower projects spanning service desk, end-user computing, desktop/image management, supply chain, configuration, depot repair, networking, data center, and cloud tools, optimizing operational efficiency and effectiveness across diverse domains.Oversaw all aspects of budgeting, finance, forecasting, risks, and mitigation plans, conducting regular committee, governance, and status meetings to foster continual service improvements and ITIL process development, ensuring alignment with industry standards and regulatory requirements.Demonstrated extensive technical expertise and business acumen, streamlining operations and communications to effectively resolve escalated conversations and achieve mutually beneficial outcomes, enhancing stakeholder satisfaction and driving business success.Managed multiple large-scale projects from inception to execution, stewarding a $1.1M annual run rate budget, delivering projects on time and within budget while maintaining the highest standards of quality and performance.Effectively controlled and monitored a project portfolio exceeding $3.7M, adhering to industry best practices and governance protocols, minimizing risks and maximizing project success rates.Facilitated seamless onboarding of new personnel, ensuring the availability of necessary technology tools and equipment for smooth system transitions, fostering a culture of innovation and collaboration.Demonstrated comprehensive industry exposure through the successful completion of multi-site, multi-cultural, new, and existing projects, contributing to organizational resilience and adaptability in dynamic business environments.

As a Program Manager in IT Service Management at Insight Enterprises, I led multiple programs, managed a global team of operational and project managers, and oversaw 45 service desks across the North and South America. Handling a substantial ($7M) annual run rate P&L, I demonstrated expertise in budgeting, forecasting, and financial management, while supporting sales and solutions teams in developing RFPs & RFIs.A key contributor to business growth, I spearheaded multiple client M&A initiatives, surpassing expectations and securing a significant $MM 3-year contract. Implementing transformative strategies, I modernized the organizational structure, positioning it as agile and efficient.Leading large-scale projects, I orchestrated the turnaround of underperforming operations and teams, achieving exceptional outcomes with over 120 personnel. Through coaching and mentoring, I fostered a culture of synergy and excellence, enhancing employee performance and productivity.Utilizing advanced analytical skills, I excelled in conflict resolution, ensuring seamless interactions between clients and the company. Additionally, I played a pivotal role in strategic governance, providing insights to drive business success.I modernized transition delivery for customers, enhancing operational efficiency and client satisfaction through a new Transition Management Framework aligned with ITIL, PMI, and Six Sigma standards. Implementing a Customer Service Program, I achieved over 30% increase in customer satisfaction scores, integrating it into the organization's training curriculum.To further enhance customer services, I introduced a one-year training program integrating best practices, resulting in significant monthly improvements in customer satisfaction. This approach was so successful that it led to a 5-year contract renewal with the customer and was later incorporated to other programs within the company.

As a Product Manager at CompuCom, I played a pivotal role in pipeline management, driving cross-cultural team collaboration, and integrating new technologies and processes to enhance product development and revisions. With a keen focus on optimizing outcomes, I managed pipeline activities, ensuring alignment with strategic objectives and achieving a forecast accuracy of 180 days.Operating as a Strategic Advisor, I contributed to the enhancement of the company's diverse product portfolios. By actively participating in change management initiatives, I facilitated seamless transitions and effectively collaborated with the executive team to steer product management and development efforts in the right direction.Demonstrating exceptional product management expertise, I led the development of CompuCom's high-performing Mobile Application Product for iOS and Android platforms. Leveraging advanced Agile methodologies and strategies, I ensured efficient project execution and timely delivery, meeting and exceeding client expectations.One of my notable achievements was the successful launch of the "Managed Print Services" product, introducing it to the market and securing three high-profile business opportunities worth ($923K). Through client-centric solutions and effective brand positioning, I established strong rapport with key stakeholders, driving business growth and market expansion.To optimize resource utilization and streamline workflows, I revamped the work breakdown structure and methodology across the product development process. By implementing efficient processes and closely engaging with clients at all levels of the organization, I achieved a 12% reduction in resource costs, thus enhancing operational efficiency and profitability.

Held a strategic leadership role overseeing various aspects of transition management and project delivery, driving operational excellence and ensuring alignment with organizational goals. Leading a team of 9managers, I managed a substantial $1.2M run rate P&L, demonstrating adept financial management skills and accountability for delivering results. By structuring the organization into specific verticals, I effectively reduced transition costs by 23%, optimizing resource allocation and operational efficiency.A key aspect of my role was the development and implementation of CompuCom's transition and project frameworks, ensuring standardized processes and best practices across the organization. With a keen focus on governance and oversight, I managed $17.3M in transition and project management costs, leveraging my expertise to drive cost-efficiency and maximize return on investment.In addition to operational responsibilities, I provided crucial support to the Sales and Solutions teams, offering insights and assistance in developing RFPs, including content creation, pricing strategies, and oral presentations. Recognizing the importance of data-driven decision-making, I spearheaded the creation and launch of the Transition Advisory Board (TAB), enabling effective translation of data into value reports. This initiative contributed to a 17% reduction in transition costs, highlighting my ability to drive continuous improvement and cost-saving initiatives within the organization.As part of my commitment to excellence, I championed Continual Service Improvement (CSI) initiatives, focusing on standardization and automation to enhance operational efficiency and service delivery. My role also involved providing enterprise-level thought leadership, operational guidance, and strategic direction for the transition and project organizations, ensuring alignment with broader business objectives and driving organizational success.

Spearheaded the management of large-scale, multi-site, and multi-cultural projects for prominent clients such as AstraZeneca, Target, and Texas Children’s Hospital. With a combined transition portfolio exceeding $14.4M, I held sole ownership of the transition relationship with clients, ensuring seamless onboarding and operational handoff.Overseeing multi-tower transitions encompassing Service Desk, End User Computing, Desktop Management, Image Management, Supply Chain, Configuration, Depot Repair, Network, and Data Center, I played a pivotal role in orchestrating the successful integration of diverse IT services and tools which included ServiceNow. My strategic focus on ITIL process development, including the refinement of Incident Mangement, Request Mangement, Problem Mangement, Change Mangement, Release Mangement, SACM, Knowledge Mangement, Service Level Management, and Continual Service Improvement (CSI) processes, laid the foundation for efficient and standardized service delivery.I provided oversight and ensured the completion of all transition activities, tollgates, and milestones outlined in the Statement of Work (SOW). Managing transition finances, including hours, expenses, and forecasting, I maintained fiscal accountability and optimized resource allocation.I led and negotiated Vendor Management activities and discussions, fostering robust partnerships and facilitating smooth transitions.Guiding and supporting both clients and team members, I served as the single point of contact for all escalations, fostering a collaborative and responsive environment conducive to project success. Leading steering committees, governance meetings, and status updates, I facilitated transparent communication and alignment across stakeholders.Through my strategic leadership and comprehensive oversight, I played an instrumental role in driving successful projects, fostering client satisfaction, and contributing to organizational growth and success.

Successfully built and rolled out ServiceNow ticketing system, including Change Mangement, Incident Mangement, Problem Mangement, Request Mangement, Configuration Mangement, Knowledge Mangement and Service Catalog modules, as well as building of Service Level Agreements (SLA), Key Performance Indicators (KPI) and reporting dashboards.

Computer Science

Six Sigma Black Belt