Robbert Van Haare

Spearheaded the successful establishment of a new office in Kuala Lumpur for a Dutch multinational, serving as the sole C-level executive on site.

• Facilitated risk assessments mitigating possible negative impacts on operations through proactive planning.
• Mentored employees at all levels within the organization to support their professional development goals.
• Collaborated with cross-functional departments to optimize workflow and enhance communication channels.
• Partnered with HR on employee engagement initiatives that enhanced workplace morale while reducing turnover rates.
• Implemented innovative solutions to drive continuous improvement in product quality and customer satisfaction.
• Developed high-performing teams through effective hiring, training, and performance management strategies.

Oversaw the daily operations and strategic coordination between product, support, and customer-facing teams.

• Collaborated with cross-functional teams to help improve operational workflow.
• Led cross-functional teams to ensure timely delivery of high-quality products.
• Led operational initiatives to solve ongoing strategic operations challenges.
• Provided training resources for team members, fostering professional development and improved job performance.

Continued in a key leadership role following the acquisition of the division, maintaining full responsibility for IT service management and product ownership for emergency services clients.

• Managed backlog prioritization, ensuring alignment with business goals and stakeholder expectations.
• Implemented Agile methodologies to increase team productivity and enhance overall project outcomes.
• Collaborated with cross-functional teams to develop high-quality products that met customer needs.
• Developed comprehensive roadmaps outlining the product vision, goals, and milestones for successful execution.
• Led product launches, collaborating with marketing teams to create successful go-to-market strategies.
• Analyzed customer feedback to identify areas for improvement.

Oversaw IT service delivery and product development exclusively for clients in the emergency services sector. Acted as the primary liaison between stakeholders and the development/support teams, ensuring critical services aligned with operational needs. Managed and prioritized backlog items, maintained the product roadmap, and ensured alignment with broader business strategy.

• Managed backlog prioritization, ensuring alignment with business goals and stakeholder expectations.
• Implemented Agile methodologies to increase team productivity and enhance overall project outcomes.
• Collaborated with cross-functional teams to develop high-quality products that met customer needs.
• Developed comprehensive roadmaps outlining the product vision, goals, and milestones for successful execution.
• Led product launches, collaborating with marketing teams to create successful go-to-market strategies.
• Analyzed customer feedback to identify areas for improvement.

Tasked with establishing and managing end-user support operations within a high-stakes environment, including clients in the emergency services sector. Responsible for setting up scalable support processes, facilitating stakeholder meetings, and ensuring smooth application support and internal user management.

• Participated in internal and external audits to ensure compliance with relevant regulations and industry standards.
• Coordinated cross-functional teams to resolve complex technical issues, resulting in quicker ticket resolution.
• Optimized resource allocation by effectively scheduling staff shifts according to anticipated workload patterns.
• Increased first-contact resolution rates with thorough troubleshooting and problem-solving skills.

Served as the local lead for a major international IT transformation project impacting over 2,000 users. Successfully managed the end-to-end delivery of a company-wide workstation replacement program, domain migration, and software upgrades.

• Successfully managed multiple projects simultaneously by prioritizing tasks according to urgency, resource availability, and alignment with organizational goals.
• Monitored project performance to identify areas of improvement and make adjustments.
• Planned, designed, and scheduled phases for large projects.
• Identified plans and resources required to meet project goals and objectives.

Continued to lead the IT Service Desk team supporting 2,000+ users, while taking on expanded responsibilities as the primary point of contact for executive-level IT support. Delivered high-touch, white-glove service to C-level executives both on-site and off-site, including international conference support across Europe.

• Established long-term client relationships through consistent delivery of high-quality products and services.
• Enhanced customer satisfaction by streamlining communication channels and improving response times.
• Developed innovative solutions to complex problems, resulting in improved organizational performance.
• Mentored junior staff members for accelerated career growth, developing future leaders within the organization.

Led a team of six service desk technicians supporting a dynamic IT environment with over 2,000 users. Oversaw daily operations, ensured high levels of service delivery, and acted as the escalation point for complex technical issues.

• Provided expert-level technical assistance to end users, resolving complex issues in a timely manner.
• Mentored junior IT support engineers, fostering a collaborative environment that promoted professional growth and skill development.
• Streamlined IT support processes, resulting in faster issue resolution times and increased customer satisfaction.

• Provided remote assistance to clients, ensuring timely resolution of software and hardware concerns.
• Mentored junior members of the team on best practices in issue resolution techniques.
• Served as an escalation point for challenging technical inquiries, demonstrating expertise in product knowledge and problem-solving abilities.
• Conducted root cause analysis of technical issues, implementing preventive measures for future occurrences.