EDUCATION & QUALIFICATIONS

BTEC Certificate in Business Studies

CAREER HIGHLIGHTS & ACHIEVEMENTS

Career to Date: Sep 2012 to Dec 2012

IT TRANSITION & BUSINESS CHANGE PROGRAMME MANAGER

Global Telecommunications & Managed Services Company

Responsible for the design, planning and implementation of service transition activities for complex ICT managed service, networking, unified communications and cloud based solutions

• Engage with customers & prospects to understand 'as-is' and 'to-be' business requirements

• Plan transitional activities and prepare commercial proposals for pre sales bids and customer presentations

• Work with Solution Architects to ensure technical solutions meet the 'to-be' customer operational needs

• Programme manage and deliver transitional activities as per agreed plans using PRINCE2 based methodologies

• Deliver on-time and to budget, working with 3rd party vendors were appropriate to meet transitional models

• During the transition process, ensure governance is in place, liaise with senior stakeholders on progress against plan

• Communicate programme progress, risks, issues and complete work packages through to successful delivery

• Manage exceptions to contract deliverables using robust change control, reworking delivery activity as & when needed

Nov 2011 to Sep 2012

CRM BUSINESS CHANGE PROJECT MANAGER

Premier UK Renewable Heating / Energy Company

Responsible for planning and implementing a company wide cloud based CRM solution, provided associated business change consultancy, project implementation and management

• Undertook configuration and managed the phased implementation into sales, projects & service business areas

• Reported directly to the Chairman / MD, including the production of weekly progress & risk/issue reports

• Managed software supplier relationship to ensure the solution delivered met business requirements

• Identified, specified and managed application business change requests through to delivery and successful go live

• Mentored & coached project team in best practice frameworks & methodologies

Key achievements & projects include:

• Coordinated requirement & gap analysis workshops to ensure the core business needs were met

• Specified product modifications, managing 3rd party vendor delivery through development, roll out and acceptance

• Conducted 3rd party financial negotiations with vendor to ensure best value to client within budget

• Successfully implemented CRM within Sales, Projects & Service areas of the business in minimum time

• Managed skills transfer of product configuration & function within project team personnel

• Delivered product and business process training to departmental users culminating in 3 successful phased go lives

Oct 2009 to Oct 2011

IT & BUSINESS CHANGE PROGRAMME MANAGER

Global Financial Services / Communications Company

Responsible for all aspects of programme/project management and delivery, successfully completing a major 2-year programme to introduce new technology, including the development/roll out of a virtual data room application

• Reported directly to the CEO / CTO, including advising stakeholders on programme delivery, risks and review issues

• Managed the relationship and programme activities through Virtusa, the 3rd party offshore software vendor

• ‘Hands-On’ leadership and motivation of a multi-functional team of 40+ staff, including significant offshore resources

• Financial accountability for programme teams, supplier contracts, service management & project budget

• Utilised Lean/Agile methodologies, ensuring team focus on quality and achieving maximum productivity in minimum time

• Mentored & coached programme team in best practice frameworks & methodologies

Key achievements & projects include:

• Chaired requirement workshop initiatives to ensure the gathering & documentation of core business needs

• Conducted in-depth 3rd party financial negotiations, from inception, managing 10,000+ man days through Virtusa alone

• Ensured signoff/business acceptance of stage deliverables through UAT phases prior to final business acceptance

• Promoted the delivery of standard operating procedures and a model office environment for the business

• Implemented a ‘state of the art’ multilingual application through business change into European group offices

Jan 2005 to Sep 2009

HEAD OF PROJECTS & HEAD OF CUSTOMER & PROFESSIONAL SERVICES

IRIS Software & Services

Responsible for effectively managing a customer and professional services team of up to 20+ staff, including client-facing delivery of services, project delivery & management of the PMO environment

• Appointed to deliver a step-change in professional service delivery, delivering sustainable profitability

• Leadership of a multi-functional PMO team of technical, project & support staff, including remote-based staff

• Monitored operational performance, systems capacity, budgetary controls, SLAs & internal KPI metrics

• Recruitment, appraisal, training, development and coaching of key business support staff & personnel

• Managed standard/bespoke CRM product implementations & upgrades as part of a product roadmap

• Budget/P&L responsibility circa 1.5 million pa

Key achievements & projects include:

• Designed & deployed project management control documents, ensuring alignment with PRINCE2 tools

• Maintained and achieved ambitious SLA targets, improving customer retention and satisfaction levels

• Established sustainable revenue & margin growth through the development of commercially-led teams

• Dramatically expanded the professional services business, culminating in a 25% increase in profitability

• Developed business cases and business benefit analysis for the adoption of emerging IT/IS technologies

Dec 1997 to Jan 2005

HEAD OF DEVELOPMENT & ASSOCIATE DIRECTOR

Computer Software Group

Responsible for the day-to-day management of a large application development team, spread over multiple locations, including leadership of a team of business analysts, developers & system testers

• Full IT resource management and scheduling of the entire development cycle and product development

• Leadership, management and motivation of a multi-functional team of IT, technical & support personnel

• Ensured new product development adhered to stringent company standards, design standards & quality

• Successfully implemented ISO 9001 / BS 5750 Part 1 and Tick-IT within the software house environment

• Budget/P&L responsibility circa 1 million pa

Sep 1992 to Dec 1997

SENIOR PROJECT MANAGER & CONSULTANT

Computer Software Limited

Responsible for all aspects of senior-level project management, development and delivery, supporting a portfolio of products, including supporting internal staff and external / 3rd party contract resources

• Project planning, analysis, development, implementation and resource deployment management activities

• On-going technical account management, supporting implementation of major software products & tools

• Successfully project-led all core development phases of the Calortex mains gas CRM and billing project

• Project managed all phases for Calor Gas CRM and Tele-Business / Work Management IT systems

• Budget responsibility within major projects circa 1.5 million

Early Career Details Include:

Senior Analyst / Programmer

Computer Software Limited

Analyst / Programmer

Nalco Limited / Nalfloc Limited

KEY SKILLS, TRAINING & TECHNICAL CAPABILITIES

IT Departmental Leadership and Management

Service Delivery Management & Support

IT Strategy, Definition, Implementation & Execution

Project Lifecycle Management, PRINCE2

Budgetary Management & Control (OPEX & CAPEX)

Programme & Project Management Methodologies

IT Best Practice Methods and Frameworks

3rd Parties, Stakeholders, Vendors and Suppliers

Time Management Tools and Techniques

Offshore resource & Vendor management

Business Architecture, Infrastructure & Applications

Matrix Management of resource

Quality Management Systems and Solutions

Risk Management, Risk Mitigation, Compliance

Team Coaching and Team Development

Remedy of failing Projects & Teams

Technology Evaluation, Review and Selection

Lean and Agile Methodologies

Disaster Recovery (DR) and Business Continuity

Disciplinary and Leadership Techniques

ADDITIONAL INFORMATION

UK Citizen. Full driving licence

Flexible on location for the right opportunity

Interested in sailing, horse riding, cycling & family

Excellent references available upon request

LinkedIn www.linkedin.com/m/stevenmichaelhoward

Web site www.marora.co.uk

Company no 7037816

VAT Registration no 989 2857 38

Steven Michael Howard CV, 2012

PERSONAL SUMMARY

A highly-experienced Head of Projects / Programme Manager with a successful background in B2B/B2C, professional, financial services, telecommunications, software, commercial & corporate market sectors. Commercially-aware & business-led, with a broad range of IT, CRM & ecommerce experience having worked for leading organisations including IRIS Software and Services Pragmatic, ‘hands-on’ and energetic leader fully adept in line managing multi disciplined teams, leading by example, connecting with subordinates, leveraging their best possible performance through excellent interpersonal and motivational skills. Proven track record in succeeding under challenging circumstances and prepared to take ownership and accountability at the highest level Excellent communicator with ‘real world’ customer focused CRM experience and success, fully versed in communicating with all levels within a business from CxO level down, engaging with stakeholders & vendors, delivering ‘cost appropriate’ solutions and business change via emerging technology solutions Strategic approach to successful programme, project & business change management, business transformation, IT service transition, IT strategies, technology roadmaps, professional service delivery, customer service delivery, software product portfolios, PMO environments, project delivery and complex systems & business solutions, delivering added business value through the use of IT PRINCE2, Lean & Agile aware, with experience of the introduction of best practice frameworks and methods