Dave Howard Email & Phone Number

Newport Beach, Ca, Us

• Manage and lead strategic consulting engagements in IT transformation and optimization utilizing industry leading methodologies • Develop and implement strategic IT and business service portfolios and provide effective installation methodologies, roadmaps and successful acceptance• Create strategic organizational strategies that focus on the optimization of the organization and focus on managing cultural change and effective cost management and reduction• Develop configuration and capacity models to align business strategies with IT delivery• Implement ITIL v3 process – Service Catalog, Incident, Change, Release and other ITIL processes• Conducted service design workshops, collecting service attributes and supporting components utilized to create the business service portfolio, IT service portfolio and application portfolio• Utilizing the developed service portfolios, created an integrated service architecture mapping IT components that supports business services• Supported the development of a service based cost model providing transparency into the cost allocation and distribution of IT cost leading to development of a showback model• Conducted a service and process capabilities assessment utilizing ISO 20000 and CMMI standards leading to a baseline maturity rating• Created a strategic roadmap leading to IT organizational realignment to a service based organization• Conducted Service Owner training providing the basis for service creation and metrics reporting• Developed a balanced scorecard methodology to align the organization’s strategic objectives to the service delivery of IT services • Led the multi-phased engagement to optimize and restructure the operations and infrastructure organization to ensure stratgic alignment with the business organization

Author

• Responsible for the development, implementation and operation of the ITIL Service Management processes within TFS including integration of service management tools and environment monitoring and reporting• ITIL Service Management Champion, includes marketing of the Service Management initiatives and providing education opportunities• Creation of service management processes for Americas region, advising on ITIL Service Management practices for International strategy• Member of a leadership team involving data center operations and support operations • Design and implemented a cross functional level 2 application support team that focuses on day-to-day maintenance and break/fix resources while focusing on improving overall utilization of associates• Accountable and managed engagement with outsourced service management, service desk and deskside support partner• Responsible for production support and project development of the consumer finance, insurance, commercial finance and inventory financing applications• Act as the functional manager overseeing the development of the Toyota Financial Savings Bank systems and the integration of the Lexus Credit Card• Manage the business relationship with off-shore development partner• Administer and manage project budgets related to assigned projects

Accountable & responsible for the overall customer service and administration functions of a 500 seat call center. Responsibilities included budgetary planning and administration, resource staffing & scheduling, agent performance and service level compliance and document management operations.

• Operational consultant on development, design and implementation of Customer Service Center operations • Operational decision maker for marketing programs, strategic initiatives, internet initiatives and development of new business initiativeso Risk based pricing development and implementationo Branding developmento Development of Area Sales Manager compensation program• Authority for developing and modifying operational policies and procedures for financial and insurance products• Member of policy setting committees such as Rate and System Resources Committees • Responsible for operational and profitability results of field organization• TFS Management coordinator for Toyota Quality Financial Management• Operational consultant for operational and sales training and development of field associates • Founded and implemented the Best Practices Team• Chairman of Privacy Policy implementation team• Chairman of Process Functional Committee TFSC, Japan

Manager'S Certificate, It Service Management

Certificate, Business Strategy And Analysis

Social Science

Activities and Societies: Member of the Orthogonian fraternal organization, played football and wrestled.