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SteveN H. Schechter

Information Technology Leadership: Operations / Services / CRM


Comprehensive experience in high impact IT service delivery, client relationship management, international operations and program management, with full responsibility for highly profitable company wide initiatives and projects in the US and Asia Pacific.

Effectively manage multi cultural environments, including regional and global staff hiring, training and supervision in personal CRM, full service/support, cutting edge technologies to achieve cross functional business objectives.

Perform long and short term planning, budget planning, forecasting and cost reduction for multi million dollar operations through personal, yet professional written and oral communications.

Skilled in top level contract negotiation and closing with vendors, suppliers, contractors and major multinational firms; engage and influence staff, customers, vendors and top executives from all departments.

Coordinate full IT architecture design, development and execution; proven ability to deliver IT solutions that drive revenue or reduce costs for major multinational corporations and start ups across a broad variety of businesses, including Commercial Software Products, Fast Moving Consumer Goods, Media and Internet, Supply Chain and Logistics, Consulting Services and Financial Services.

Deliver IT services to a broad spectrum of business functions, including Compliance, Supply Chain, Finance, Sales and Marketing, Decision Support, Commercial Software Product Development.

Work experience

Apr 2013Present

Head of SaaS Operations and Client Services


Manage the global SaaS Services and Client Services teams, while providing key leadership and expertise with the Professional Services group.

Perform in depth research and analysis to find creative ways to meet customer needs, while maintaining company standards.

Direct customer service and application support for more than 4 million active users at over 400 corporations.

Supervise 25 system administrators and client support specialists based in Hong Kong, the Philippines, the US and UK.

Consistently address US and EU concerns over data privacy.

Play a key role in signing several major accounts, new processes and procedures, as well as staff mentoring, leading to a major reduction in operational errors.

Oversee out sourced data centers in Hong Kong, the US, UK and the Netherlands, utilizing both Public and Private cloud services.

 Hosting SaaS applications for more than one million active users worldwide running Microsoft Windows Server, Microsoft SQL Server, and Apache; achieved system uptime of 99.95%.

 Successfully completed a data center migration in Hong Kong for all Asia Pacific customers with zero unscheduled downtime.

 Directed the profitable rollout of new data center operations for validated GxP compliant hosting for life sciences clients.

 Instituted monthly reporting of metrics and actionable items and more aggressive and competitive SLA’s.

 All hosting operations are ISO 27001 certified. All client services operations are ISO 9001 certified.

 Migrated a very user unfriendly help desk system to Zendesk, creating a more professional front end for customers, and providing actionable analytics to continuously improve service quality.

May 2011Aug 2012

Vice President, Technology

The Red Flag Group

Directed full product lifecycle development of a commercial software package, including requirements definition and analysis, architecture, development and testing. The software is web-based, built using open source tools (LAMP stack - Linux, Apache, MySQL, PHP).

Customers included Adobe, Accenture, Google, Becton Dickinson, Avon, Oracle.

Managed a team of 40 including 6 direct reports and an in-house team of 25, as well as offshore development and QA teams based in China, The Philippines and Pakistan.

 Created a Project Management Office (PMO) and completely revamped the internal project management process, bringing in Jira, as well as policies and standards resulting in on-time delivery, elimination of errors and duplicated efforts. Greatly improved internal communication and management reporting.

 Responsible for all internal technology support - desktop and servers, applications and security.

 Created a dedicated Customer Service team providing 24/7 product support.

May 2010May 2011

Vice President, Operations


Managed Service Delivery for projects at TurnOut, a joint venture between Outblaze and Turner Entertainment Networks; concurrently managed two large-scale development projects, each with $2 million budgets, an MMO game for Ben 10 and a social game for Tom & Jerry.

Managed localization of 3D browser-based MMORPG Earth Eternal for launch in Japan.

 Created and managed the Customer Service team based in Hong Kong and Manila, providing service to users of Hello Kitty Online and Sanriotown games and online communities. Trained staff, selected tools, set standards and SLAs for service.

 Founded and ran Outblaze University, an internal training program.

Aug 2001Nov 2009

Executive Director, Client Relationship Management

Warner Bros. Home Entertainment Group

Successfully transitioned support of business-critical applications from the U.S. and U.K. to Asia, driving down support costs for Asia by approximately 20% while increasing service levels to the business.

Managed complex projects including the complete localization and customization of all applications for establishing a home video distribution joint venture in China. Order-to-cash, vendor managed inventory, finance, B2B and B2C marketing, decision support.

Designed the applications architecture, oversaw multiple projects, negotiated with vendors and retailers, and ensured legal compliance. Completed multiple implementation projects on schedule and below budget.

 One of 3 MIS staff chosen to participate in a global, multi-million dollar Business Process Re-engineering project.

 Applications covered supply chain and logistics, vendor-managed inventory, product management, sales, marketing, financial reporting and decision support systems.

 Supported a full range of technologies including Internet-based applications, EDI, data warehousing and legacy technology (COBOL).

 Successfully introduced Vendor Managed Inventory to key retailers in China, Japan and Australia, leading to the regional rollout of our Retail Inventory Management System, significantly decreasing distribution costs and returns; VMI in Australia now represents approximately 40% of gross revenue

Team Leadership:
Key member of Asia Pacific management team, working with Country, Regional and Global management on business strategy, supply chain, technology trends and digital opportunities.

Managed a geographically distributed team, prioritized resources and tasks.
Created and managed the Asia Pacific Application Services team; 15 developers and managers based in Hong Kong, Shanghai, Tokyo and Sydney.

Projects Included:
Major projects included localization and rollout of a Category Management data warehouse system to Australia and Japan, localization and rollout of B2B marketing web sites across the region, and new Order-To-Cash and Inventory Management systems in the Philippines.

All projects within the region completed on or ahead of schedule, on or under budget.

Achieved unplanned downtime for critical systems at less than 1%.

Directed a progressive series of modernization projects in Japan, while automating manual processes, resulting in increased processing efficiency, lower supply chain costs and head count reduction; gross revenue increased by 15%.

Dec 1999Jul 2001

Senior Director, Systems Management

Yipes Communications

Managed development and support for all application development, including systems for Sales, Finance and CRM, as well as all development for Internet, Intranet and Extranet sites.

Directed support for Siebel, Oracle Financials, Portal Infranet and in-house development of web-based applications.

Mar 1999Dec 1999

Director, Program Management

Charles Schwab

Director, Program Management, Capital Markets & Trading Business Technology Unit
Initiated and managed a decimalization project when the US investment banking industry moved from fractional to decimal pricing.

Served as member of Securities Industry Association Decimalization sub-committees on Testing, Implementation and Vendors.

Jun 1996Mar 1999

Vice President, Technology Group

Merrill Lynch

Hired as Assistant Vice President, promoted to Vice President within one year.

Initially hired to manage one project, a database of global trading and settlement information that had lost user interest due to poor project management. Re-engaged stake holders and users; rolled out the first version within six months.

Directed full technology set-up (front office, back office, data center, etc.) for the first Merrill Lynch corporate office in Taipei. The office opened on schedule with no errors for trades or settlements.

Managed application technology set-up (front and back office) for the first Merrill Lynch corporate office in Manila. The office opened on schedule with no errors for trades or settlements.

Managed back office application development and support for settlement systems in Hong Kong.

Country Service Manager: Directed technology support for Merrill Lynch offices in Seoul, Taipei, Manila, Bangkok, Penang, Kuala Lumpur, Jakarta, Mumbai, Shanghai and Beijing.

Regional Database Administration Team Manager: Oracle and Sybase.

Led Asia Pacific Y2K project, a 17 million project, including vendor selection and management.

Mar 1993Jun 1996

Principal Consultant


Clients in the Asia Pacific region included Hong Kong Telecom ITV (Video on Demand), the Hong Kong Police Force, the Hong Kong Jockey Club, Bank Bumiputra, Time Telecom (Malaysia) and Jardine Matheson.

United States clients included AT&T (6 projects included design of a 2 terabyte data warehouse), Pepsi Cola, Merrill Lynch and SIAC.

Two time recipient of Consultant-of-the-Quarter Award.

Mar 1990Mar 1993

Database Analyst

Barclays Bank

Developed logical and physical database models for a suite of applications to manage the commercial loan process. Devised strategies and processes for mapping data from legacy systems to a relational database and client/server application.


Jan 1989Jan 1990

Certificate in Computer Technology and Applications

Columbia University

Majored in Relational Databases and Structured Lifecycle

Sep 1973Jun 1975

Bachelor of Science, Mass Communications

Emerson College

Majored in Film Production, minors in English and Art