AI-Driven Delivery & Program Management Leader
Resume:
MARK LAWRENCE
Delivery Manager/Program Manager/Project Manager
Monrovia, CA 91016 – ****.********@***********.*** https://www.linkedin.com/in/marklaw01/
SUMMARY
Seasoned, value-driven Program/Project/Delivery Manager with more than 20 years of experience leading global technology initiatives. Aligns project delivery with strategic goals, manages stakeholder expectations, and drives continuous improvement. Successful track record of delivering agreed scope on time and within budget. Skilled in Agile methods that drive revenue growth, reduce costs, and improve quality, cycle time, and customer satisfaction. Extensive use of no-code tools, like Claude Code/Cowork/Cursor/N8N to build innovative AI automation systems. Also used general AI tools like Microsoft Copilot and ChatGPT. Completed an AI assisted entrepreneur program.
CAREER HIGHLIGHTS
Delivered a portal that scaled from $0 in transactions to $1 Billion within 12 months for the largest captive auto finance company in the World.
Delivered the mobile app in 2026 for the largest beauty supply company in the world.
Delivery Manager for the mobile app for the largest greetings card company in the world. This App has a 4.9 star rating in the App Store and was nominated for a Webby.
Marketing director and second employee of a venture capital backed global supplier of broadband satellite services. Attracted almost $1 Billion in funding.
Program Manager for a billing system with 2 million users and $6B in annual revenue.
Delivery manager for a loyalty platform that had 26 million users, handled more than 100 million transactions and rewarded more than 140 billion loyalty points.
Author for over $100 million in RFPs and have bid on multiple high-ticket RFPs.
Delivery Manager for a life sciences project that automated sales processes.
Delivery Manager for a Salesforce program that had 10 PMs and a $20M annual budget.
Built a buyer-driven marketplace that uses AI Agents to automate procurement.
Owner of 11 USPTO patents and more than 20 trademarks. QUALIFICATIONS
CALTECH, Pasadena, CA, Project Management Certification, December 2003 USC, Los Angeles, CA, MBA, Honors, Dean's List,
UNIVERSITY OF LONDON, London, England, B.Sc., Physics and Electronics, Honors. OTHER, Agile Scrum Master (SMC56875 11/2013), PMP (200737 10/2004), 6 Sigma Green/Black Belt, Chartered Engineer, Member of IEE, MBA Honors Society. CAREER HISTORY
ProcessGuru, Inc. provides Project Management consulting services for large enterprise projects. Oct. 2018 to Present Executive/Delivery Manager/ Program Manager/Project Manager ProcessGuru, Inc., Monrovia, CA
Delivery Manager, PM, Scrum Master for Concord, an ecommerce system integrator who integrates Salesforce Commerce Cloud (Demandware), Sales Cloud, Service Cloud & Marketing Cloud for Fortune 500 companies in multiple industries including retail and healthcare.
Clients include Sally Beauty, Illumina, Hallmark, Torrid and Bed Bath and Beyond.
PM for Sally Beauty and CosmoProf mobile app rewrite for iOS and Android devices.
Delivery Manager for the Hallmark Cards Now app in the App Store, which has a 4.9 star rating and was nominated for a Webby.
Delivery Manager for Illumina’s discount pricing system, that applied logic to recommend the optimal price discount for all sales. This promoted global consistency and fairness. Also responsible for system enhancements and bug fixes for Sales Cloud & Service Cloud platforms.
Performed a gap analysis on the strategic roadmap to generate a product roadmap, identified success metrics, took into account the technology roadmap and high-level solution design to create a prioritized backlog and eventually allocated user stories to sprints based on capacity.
Translated the strategic plan into a product roadmap, aligned with the technology roadmap, then developed a detailed feature list and prioritized backlog. Assigned user stories to sprints based on priorities, dependencies, and team capacity.
Also conducted a gap analysis between the “As-Is” and “To Be” then worked with the Architect to develop a solution design and project plan for project to close the gap.
Delivery manager for Bed Bath and Beyond’s loyalty platform. This had 26 million users, more than 100 million transactions and rewarded more than 140 billion loyalty points.
Planned sprints, coordinated agile ceremonies, managed and assured deliverables.
Responsible for coordinating user story estimates, capacity planning & Sprint delivery assurance.
Managed Torrid’s development team’s upgrade of the web site and responsive web eCommerce solution that includes PDPs, Shopping Cart, Checkout, Order Details, Payment and Order export.
Managed the project plan to upgrade the Mobile App based on the PredictSpring platform.
Facilitated BSA activities including journey mapping & the technical assessment of requirements.
Project tools include Confluence, Jira, Slack, SmartSheets, MS Project, and MS Office.
General PM responsibilities include project justification in a business case and management of project value, scope, schedule, quality and budget. Also recruited and managed project team members. Responsible for reporting and escalating risks before they become issues.
Business analysis responsibilities include eliciting requirements, developing journey maps, outlining user stories and working with offshore developers to create functional specifications then build and implement functionality. Also oversee and participate in unit testing, functional testing, regression testing, integration testing and acceptance testing.
Maintains professional and technical knowledge by attending regular meetups and conferences, by reviewing professional publications and by engaging and expanding my personal network. Nov 2006 – Sept. 2018 Senior Project Manager/Program Manager/Scrum Master Toyota Financial Services, Torrance CA, Plano, TX
(ProcessGuru on assignment at Toyota)
Program Manager for the data center migration to separate Toyota Financial Services from Toyota Motor Sales. Included opening the new data center and migrating all applications. Included the migration of an old legacy loan origination system that had no documentation.
Managed the development, from concept to implementation, of a B2B portal that generated more than $1B in transactions within 12 months of its launch.
Led the transformation from Waterfall to Agile. Included continuous integration with operations to support monthly DevOps releases and quarterly project releases based on multiple sprints. Also responsible for continuous improvement of established best practices.
Developed a new set of agile-based deliverables to meet waterfall mandates. Eventually, negotiated new agile deliverables to replace waterfall deliverables. Worked with oversight resources to modify their waterfall governance activities to better match agile. Instituted agile practices for journey maps, user stories, acceptance criteria, definition of ready, definition of done, change management, sprint planning, showcases, retrospectives and value management.
Focused project execution on value management. Managed business transformation, success criteria and project value, including its decomposition into deliverable value and value metrics.
Applied critical thinking to problem solving and decision making to optimize planning/execution.
PM and Scrum Master for a program that replaced a Siebel platform with Salesforce. Wrote the RFP that selected SFDC and the RFP for the system integrator. This included the migration of 3,000 users from Siebel to Salesforce in 6 months and the organization’s transformation from waterfall to agile. Also included the service cloud, marketing cloud and sales cloud.
Managed an enterprise program that implemented subsequent system enhancements for the Salesforce platform. This included more than 30 successful major deployments over 6 years and minor deployments each month.
Managed a project from inception to deployment that extended the Salesforce CRM platform to customer mobile devices that included multifactor authentication and one-time passwords.
Program manager with full budget responsibilities for all CRM projects. Worked with National Manager to allocate the portfolio’s total opex and capex budgets across individual projects. Also, responsible for tracking budgets and updating forecasts for all projects in the portfolio including my projects. Responsible for monthly, quarterly and annual budget reconciliations and accruals. Presented budget variances for each project in the portfolio and mitigation plans. Coached and led each PM to implement remediation actions directed toward eliminating budget variances. Drafted business cases with cost benefit analyses and responsible for post implementation value capture.
Led teams comprised of multiple roles including product owners, business SMEs, business system analysts, solution architects, technical leads, engineers, scrum masters, project managers, offshore resources and governance resources that included the PMO, legal, compliance, privacy and information security. Had to lead through influence and motivation due to matrix structure. Also drove delivery through servant leadership while holding resources accountable for their agreed deliverables, scope, schedule, quality and budget without micromanaging.
Responsible for clear program communications to ensure alignment of all team members and a clear understanding of their individual responsibilities and their contribution to project success.
Projects had to comply with Business Intelligence & Enterprise Data Management requirements.
Managed the planning, construction, quality assurance and implementation of an ecommerce web portal that has 2 million customers and processes more than $6B in transactions per year.
Project teams included more than 75 representatives from application teams, design and engineering, storage, database group, network engineering, data center operations, quality assurance, offshore operations, architecture, integration and external partner organizations.
Coordinated activities with outside counsel to determine state requirements and legal disclosures for e-signature prior to imaging documents for storage in the document management system.
Led an RFP to select a management consulting vendor to develop a plan to replace a Peoplesoft system that supports HR, payroll, expenses, accounts payables and accounts receivables.
Managed cross-functional teams and driving timelines to deliver agreed scope within agreed budget. Included tracking KPIs & periodic status reporting to senior management.
Responsible for process innovation, optimization and continuous improvement. Also responsible for business change management, oversight of internal user training and I.T. change management.
Responsible for value assurance. Ensures projects align with business strategy, have a clear value proposition, an agreed definition of success & stakeholders agree the metrics to validate success.
Helped implement a new data governance policy and infrastructure layer using informatica to ensure the provenance of key data fields to resolve data quality issues. Included overseeing efforts to reverse engineer code to recover business rules and eliminate algorithm discrepancies.
Drafted RFPs for multi-million dollar business transformation projects. Led the definition of the goals, business case, approach, resource requirements, funding needs, and executive reporting.
Planned the replacement of an insurance system that supports $400M in annual transactions. Wrote and managed the RFP to down select to three vendors then select the winning bidder.
Managed the telephony program that upgraded the dialer, WFM & call recording system.
Project manager for multiple telephony projects including dialers, call recording systems, workforce management, CRM, soft phones and multifactor authentication.
Assigned to troubled projects to identify drivers of project failure and turn around performance.
Developed an integrated project plan to upgrade the identity management and user authentication infrastructure to meet evolving enterprise requirements. Solution included SailPoint for user authentication and ForgeRock for user identity management. This included updating the user identity management solution for all business applications.
Completed a project that enhanced a Siebel CRM system and a loan collections application.
Project Manager of a Data Center migration for a loan origination application, eCommerce application, email management system and content management application. Included activities to build out the infrastructure in the new data centers, including servers, networking and power.
Developed and executed a plan to comply with NYDFS storage encryption requirements. This included planning and implementing the encryption of all storage devices for all business applications within a very tight compliance timeframe.
Also responsible for standard project management deliverables including project charter, business case, process maps, risk analyses, issues log, impact analyses, stakeholder analyses, project implementation strategies, communication plans, project meetings, business requirements, schedule management, cost management, scope management, supplier management, technical artifacts, SOWs, RFPs, RFQs, and RFIs.
Applied critical thinking, problem solving and decision-making skills to assess the portfolio of projects, learn from the drivers of positive trends and correct the root causes of negative trends.
Assessed project failure modes & recommended process improvements to enhance performance.
Recommended improvements to I.T. governance, PMO procedures, project intake, portfolio management, stakeholder management and I.T. best practices.
Assessed the portfolio of projects and identified common root causes of challenged projects.
Developed a start well plan to mitigate systemic root causes of project failure, tracked early warning KPIs to enable proactive corrective actions, implemented continuous improvement for project processes, drove stakeholder engagement and created a value management model.
Worked with governance organizations to transform their engagement model to align with Agile projects. Includes legal, compliance, privacy, information security, shared services and the PMO.
Retrained project resources to support the organization’s transformation from waterfall to agile. November 2004 – Oct 2006 Senior Project Manager
Amgen Inc., Thousand Oaks, CA
Business Consultant/Project Manager for enterprise-wide Documentum migration project.
Developed governance processes that interact with workflows in the Documentum system.
Identified benchmarks for key business processes and trained stakeholders.
Developed a tracking and reporting system to compare performance with benchmarks.
Conducted conference room pilots to ensure system workflows and processes are compatible.
Drafted the Documentum migration plan that tracked technology, people and process activities.
Implemented a lessons learned system to capture feedback on project performance. May 2004 – October 2004 Senior Project Manager
Toyota Financial Services, Torrance CA
Conducted workshops with business groups to identify and document system requirements.
Drafted functional specifications to support marketing programs in a loan origination system.
Worked with the legal department to ensure compliance with relevant regulations and policies.
Negotiated solutions and implementation methods with main software subcontractor.
Drafted test plans to ensure that deliverables met all original business requirements.
Developed plan to roll out new functionality in concert with the launch of new business services. January 2004 – April 2004 Senior Project Manager
Countrywide (now Bank of America), Woodland Hills, CA
Gathered requirements for an automated mortgage loan origination system for exception loans.
Mapped business and system processes to optimise performance and eliminate procedural errors.
Performed GAP analysis on loan requirements for consumer lending, wholesale, full service & secondary marketing.
Drafted functional specification for the next generation integrated loan origination system. May 2003 – January 2004 Project Manager/BSA
Toshiba, Irvine, CA
Project Manager/Business Analyst for a Remedy CRM/Oracle back-end project.
Conducted stakeholder analyses, requirements workshops, documented/mapped current processes, devised process improvements and completed return on investment analyses.
Completed system diagrams, data models, gap analyses and system walk-throughs.
Led cross-functional teams to define project scope, requirements, deliverables, priorities, resources and timeframes. Also manage expectations, prioritised projects and mitigated risks.
Drafted use cases, functional designs, system requirements, story boards, test plans & simulations. Also chaired and documented regular status review meetings.
Responsibilities included planning, estimating and managing resources, risks, & issues. Manager, Wireless Business Unit, Harris Corporation, Camarillo, CA
Managed newly acquired wireless business unit as general manager. Relocated business from Ohio to California and integrated all functions, processes and systems with new parent company.
Acquired a line of products that are used to test cell phones.
Worked with the innovation-by-acquisition team to assess partnership and acquisition candidates.
Exited unprofitable lines of business then designed and developed, through the full SDLC, a CRM system for the wireless industry.
Full profit and loss responsibility for an enterprise-wide system that saves $60M per year.
Increased first call resolution by 70%. Reduced handle time by 40% & turnover by 23%.
Conducted business in US, Canada, U.K., Israel, India, South Africa, Venezuela, Puerto Rico, Jamaica & Brazil.
Marketing Director, Teledesic, West Covina, CA
Re-devised business model and marketing strategy to help Venture Capitalist attract 10 times the target investment funds from the new corporate owners and personal investors.
Analysed corporate players then identified the most attractive international partners.
Analysed global competitors and markets to devise market entry & competitive strategies.
Developed economic model to assess the sensitivity of Teledesic’s worldwide demand.
Projected future revenues & completed ROI, payback, and net present value analyses.
Conducted business with companies in Canada, U.K., France, Belgium, India, Indonesia, Thailand, Malaysia, Singapore, Taiwan, China, Japan, Ghana, Tanzania and South Africa. Consultant/Project Manager, Xerox
Consulted for Xerox subsidiaries in Austria, Belgium, Finland, Sweden, Switzerland, and U.K.
Devised expert system to improve design processes & increase productivity of project managers.
Received Director’s award for project management of deployments & process improvements.
Enhanced Xerox’s European I.T. network to support global strategic objectives. Senior Engineer, Network Strategy, Cable & Wireless (Phone Company)
Managed the Network Strategy Department for the fastest growing company in Europe.
Devised a network management strategy to integrate multi-vendor communications equipment.
Re-negotiated contract then deployed a $6M project that optimised the use of critical resources.
Drafted specifications to document performance & trained engineers to confirm compliance. Senior Engineer/Engineer, General Electric Company
Designed & implemented board level hardware, firmware & software for integrated systems.
Represented the company on pan-European committees in multinational projects. Projects included broadband Integrated Services Digital Network (ISDN), ATM, CATV & LANs. Other Information:
• Chartered Engineer, Member of IEE, Association of MBAs, MBA Hons Society (Beta Gamma Sigma).
• Co-authored articles in international publications such as “Space Communications,” (Vol. 11, #2, 93).
• Elected “Class President” of the International Business Education and Research (IBEAR) MBA class.
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