Stephanie SANTISO
London,ENG
Summary
Dynamic Delivery Director of Professional Services with a proven 10-year leadership track record in software design and development. Committed to exceeding customer expectations through the implementation of robust, innovative, and forward-thinking solutions. Demonstrated expertise in crafting solid business solutions grounded in methodologies and engineering principles, utilizing agile and lean techniques to align teams with product vision and consistently deliver value. Known for excellence in organizational strategies and team coordination, successfully managing both domestic and international operations to drive cross-functional efficiency and achieve reliable performance outcomes. A passionate advocate for continuous professional education and development initiatives, showcasing an unwavering commitment to optimizing available resources, technology, and talent for the purpose of expanding business reach and fostering positive change.
Overview
15
15
years of professional experience
Work History
Delivery Director of Northern Hemisphere
Squiz
London
06.2022 - Current
- Oversee daily service operations across the Northern Hemisphere, focusing on key performance indicators such as gross margin, revenue, and customer satisfaction.
- Serve as the escalation point for Professional Services, negotiating successful outcomes with clients to ensure their satisfaction.
- Manage partner programs, services pricing models, and oversee onboarding and contractual agreements.
- Effectively engage with internal and external C-suite executives, cultivating strong stakeholder relationships.
- Lead strategic customer initiatives, resulting in a notable 20% increase in yearly retainers.
- Identify and implement opportunities to reduce costs and enhance productivity, streamlining delivery practices and achieving a 43% increase in productivity.
- Exercise budgetary control over operational services, achieving a 25% reduction in expenditures in FY23 through platform consolidation.
- Global management of satellite IT locations, ensuring the secure and operational status of corporate infrastructure.
- Proactively implement security measures and manage incidents to maintain the integrity of the corporate infrastructure.
Delivery Manager
Squiz
New York , NY
03.2021 - 06.2022
- Lead and manage a dynamic team of 20 professional services staff distributed across three continents.
- Spearhead the successful delivery of all US customer implementations, projects, and programs, ensuring high client satisfaction.
- Head multiple development squads supporting large-scale, complex software delivery projects utilizing various agile methodologies.
- Conduct comprehensive risk analyses for all active projects and programs, ensuring proactive issue resolution.
- Collaborate closely with the Sales President to support pre-sales initiatives, working collaboratively with creative and engineering teams on large-scale opportunities.
- Pioneered the establishment of the first U.S. cross-functional squad using the "follow the sun" model, coordinating efforts with EMEA and AU offices and increasing U.S. utilization by 40%.
- Refined and organized delivery processes for all incoming products, implementing design systems and dual-track agile methodology to enhance development efficiency.
Agile Project Manager
Squiz
New York, NY
06.2019 - 03.2021
- Managed effective delivery of customer projects, scrum ceremonies and backlog for services squads.
- Led delivery of all U.S enterprise projects across two global squads, based out of EMEA, while working cross-functionally with global team of delivery and product experts from Australia and New Zealand.
- KPI management of squad utilization attainment to target, forecast projected utilization of 65%.
- Accountable for squad prioritization and resource planning; Achieved a 38% increase in squad utilization, surpassing the target.
Corporate Space Planner|Project Manager
Yelp
New York, NY
01.2016 - 03.2020
- Managed vendor relationships to carry out monthly moves, totaling more than 10,000 moves monthly.
- Optimized occupancy across six offices to accommodate 2,500+ employees.
- Managed programs for launching New York, Washington DC, and London offices along with two existing office expansions.
- Increased capacity and headcount by 40%.
- Trained with AutoCAD, FM Systems and worked with IT team to implement new facilities management software to fit Yelp’s needs.
Director of Customer
BCI Systems, U
, India
01.2016 - 08.2018
- Lead all US & India customer onboarding: kickoff, training, KPI planning.
- Tracking & responding to non-engineering tickets; led procurement and implementation of JIRA ServiceDesk for organization.
- Led all existing business expansion initiatives in US & India.
- Responsible for change management related to platform updates driven by or needing to meet regulatory compliance.
- Developed platform training for financial services such as Wells Fargo, BNY Melon and American Stock Trade of NY.
IT Technical Operations Lead
YELP
NEW YORK, NY
08.2014 - 01.2016
- Budget owner for each project cost center, IT Operations & Logistics Tech.
- Developed new hire training classes and creation/upkeep of training curriculum.
- Provisioned and de-provisioned employee accounts, working closely with Corp Engineering on automated processes.
- Performed monthly audits in compliance with SOX requirements
- Managed new office build-outs while supporting two temp offices during expansions, transferring hardware and IT supplies, working with facilities on punch lists for 150,000 sq ft.
- Established standard processes alongside Corporate Infrastructure to enhance employee onboarding, streamlining imaging services for all Mac deployments.
- Managed IT purchasing budget; reduced IT spend by 30%.
Genius Administrator
Apple Inc.
New York, NY
08.2010 - 06.2014
- Managed repair queues at the Genius Bar, ensuring efficient workflow and customer satisfaction.
- Strategized and assigned repairs to technicians based on factors such as difficulty, age, and length of repair.
- Verified appointments and repairs adhered to Apple SOP, maintaining high-quality service standards.
- Maintained open communication with customers, addressing questions or concerns regarding repair details.
- Implemented inventory control measures for service parts, optimizing resources for customer repairs.
- Collaborated closely with Apple Care or IS&T, providing necessary data for quality programs and pilot programs.
- Conducted Data Migrations, demonstrating versatility in various methods to migrate data between Mac and PC platforms.
- Troubleshot hardware and software issues for mobile and MacOS appointments at the Genius Bar.
- Procured IT resources for strategic and operational computing requirements.
- Controlled operational IT budget and expenditures within department parameters.
- Delivered Personal Training in the Mac operating system and software applications.
Education
Front End Web Development - Computer Software And Media Applications
General Assembly
New York02.2015
Bachelor of Arts - History
Florida International University
Miami, FLSkills
- UI/UX
- Requirements analysis and design phases
- Agile development methodologies
- SDLC processes
- Process Optimization
- Proficient in JIRA, Trello, Smartsheets, Kantata, Confluence, MS Projects
- Cross-functional teamwork
- Stakeholder management
- Training & development
- Profit and loss accountability
- Cost analysis and savings
- Change Management
- Contract Negotiation
- Quality Assurance and Compliance
Timeline
Delivery Director of Northern Hemisphere
Squiz
06.2022 - Current
Delivery Manager
Squiz
03.2021 - 06.2022
Agile Project Manager
Squiz
06.2019 - 03.2021
Corporate Space Planner|Project Manager
Yelp
01.2016 - 03.2020
Director of Customer
BCI Systems, U
01.2016 - 08.2018
IT Technical Operations Lead
YELP
08.2014 - 01.2016
Genius Administrator
Apple Inc.
08.2010 - 06.2014
Front End Web Development - Computer Software And Media Applications
General Assembly
Bachelor of Arts - History
Florida International University
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