Summary
Overview
Work History
Education
Skills
Websites
Professional Development
Board Membership
Timeline
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Lawrence Golding

Phoenix,AZ

Summary

Dynamic leader with a proven track record at American Express, driving multimillion-dollar transformations and enhancing customer experience. Expert in executive stakeholder management and agile methodologies, I excel in organizational change management, consistently delivering impactful results. Recognized for implementing strategic solutions that improved performance and reduced costs, while fostering a culture of excellence.

Overview

14
14
years of professional experience

Work History

Director - Product Management, Marketing, & User Experience

AMERICAN EXPRESS
01.2018 - Current
  • Successfully eliminated technical debt, removed customized code, and orchestrated overhaul of complex processes, workflows, and integrations by executing a 2-year, multimillion-dollar ServiceNow transformation program impacting over 45k customers and vendors.
  • Directs the end-to-end operation of a department with over 40 members that includes product, user experience, testing, marketing, and communication team to improve performance excellence.
  • Effectively analyzes requirements of American Express customers and stakeholders, as well as supports technology organization by directing product and process strategy using ServiceNow.
  • Leads evolution of product, marketing, and user experience (UX) strategy, as well as collaborates with numerous organizations and senior leaders on enterprise goals as they relate to the ServiceNow platform.
  • Responsible for creating feedback mechanisms thru surveys, focus groups, and education sessions for customers/stakeholders to drive engagement and identify improvement opportunities.
  • Directs strategy and implementation of a cohesive training, marketing, and communication team to drive organizational change management moments and branding opportunities to wider organization.
  • Oversees PI Planning, product portfolio/backlog and prioritizes future ServiceNow efforts according to customer requirements, market trends, compliance needs and links those to approved enterprise capabilities and epics.
  • Manages ServiceNow’s relationship with American Express while being responsible for contract amendments, budget, renewals, and roadmap conversations.
  • Presents monthly financial reporting updates to senior and executive leadership.
  • Defines OKRs and KPIs for ServiceNow products to monitor performance, track progress, and provide results to executive leadership through scorecards and presentations.
  • Manages testing team to conduct unit, SIT, Regression, and UAT.
  • Plays an instrumental role in maintaining an optimal balance between enabling customers while ensuring effective IT controls by curating and implementing process transformation strategy.

Director, ITSM

MARICOPA COUNTY
Phoenix, USA
01.2017 - 01.2018
  • Provided strategic direction of IT operations, including ITSM and governance, service desk, and desktop engineering, supporting 16K customers for the fourth most populous county in the United States.
  • Built and led a team of 40; Partnered with elected officials, executive management, and vendors on the development of IT strategies, special projects, and new programs to drive the continuous improvement of operations.
  • Managed, tracked and allocated a $8.5M budget.
  • Implemented first-ever ITSM office for Maricopa County utilizing ITIL, COBIT, and CMMI best practices.
  • Brought into the role to take over a severely underperforming department; restructured the division, modernizing support methods by aligning technologies with business needs.
  • Drafted and managed complex business proposals, RFPs (request for proposals), and managed service solutions.
  • Developed, implemented, and monitored KPIs and KRIs utilizing event monitoring tools; created dashboards and presented scorecards to the leadership team.
  • Led the modernization of desktop architecture, introducing VMware products for virtualization (Workspace ONE, Horizon).
  • Designed and implemented support plan for company-wide $6.0M migration of AD (Active Directory), consolidating 30 AD domains into 1.

Director, ITSM & Operations

MARICOPA COUNTY COMMUNITY COLLEGE DISTRICT OFFICE
Tempe, USA
01.2014 - 01.2017
  • Managed a team of 20+ resources with full accountability for IT service management, service desk, desktop engineering, and IT operations team.
  • Directed IT operations across 10 campuses.
  • Provided complete oversight of the implementation and ongoing management of IT roadmap/strategy, technology implementation, and systems standardization.
  • Prepared and managed an annual budget of $5M.
  • Worked closely with executive leadership to determine technical requirements and introduced new solutions and systems that aligned with business goals for the largest Community College District in the United States.
  • Drove the improvement of performance levels by implementing ITIL, COBIT, ISO/IEC 20000, and CMMI processes, which reduced redundancy, consolidated products, and cut operational costs.
  • Led enterprise-wide project for acquiring and implementing a service management/ticketing system to replace outdated system; managed the pricing, proof-of-concept, and implementation across all campuses/colleges.
  • Created and implemented the first-ever hardware and audiovisual (AV) refresh plan for the organization.
  • Managed multiple data center maintenance projects and initiatives focused on improving customer experiences.
  • Prepared and managed RFPs for managed services.
  • Restructured operations, establishing an outsourced team, which led to an annual $500K cost reduction.
  • Contributed to the large-scale implementation of Oracle PeopleSoft ERP for the district and 10 campuses.

Service Desk Manager

NORTHCENTRAL UNIVERSITY
Scottsdale, USA
01.2011 - 01.2014
  • Oversaw the coordination and delivery of technical support and ITIL service management best practices for 10K students and 1K faculty and staff.
  • Managed 3 departments, 2 supervisors, and 15 employees responsible for service desk and desktop support functions, including troubleshooting, testing, and upgrades of PCs, laptops and other devices/hardware.
  • Developed and implemented standards, processes, and systems to deliver high-quality technical support.
  • Managed all department functions, including recruiting staff, coordinating training and performance evaluations.
  • Prepared and managed an annual budget of $2M.
  • Developed ITIL service management processes, implementing strategic initiatives and improvements to support functions in order maintain optimal performance.
  • Oversaw the deployment, configuration, and ongoing support of Office 365 and Sophos Suite Encryption and Mobile Device Management System.
  • Reduced operating costs by 40%, yielding a $1M annual cost savings through renegotiating contracts with suppliers, vendors, and hardware/software companies.
  • Selected, deployed, configured, and supported a Service Desk Ticketing System, which consisted of incident, problem, knowledge management, request fulfillment, change management, asset management, and CMDB.
  • Developed, tracked, and monitored key metrics, achieving a 96% satisfaction rate and 95% attainment of SLAs.
  • Partnered with executive leadership and stakeholders to develop 3- and 5-year technical roadmaps by conducting competitive market analysis, evaluating proposals, and assessing IT contracts.

Education

Master of Science - Information Management

ARIZONA STATE UNIVERSITY
Tempe, AZ

Bachelor of Applied Science - Operations Management

ARIZONA STATE UNIVERSITY
Tempe, AZ

Skills

  • Product Management
  • Agile Methodologies
  • Customer Experience
  • Center of Excellence
  • Organizational Change Management
  • Communication and Marketing

Professional Development

  • ITIL 4 Foundation Certificate in IT Service Management
  • ITIL Expert Certificate in Service Management (V3)
  • COBIT 5 Implementation Certificate
  • COBIT 5 Foundation Certificate
  • ISO/IEC 20000 ITSM Foundation Certificate

Board Membership

Advisory Board Member|APPLIED VALUE TECHNOLOGY (Meta)

New York, USA | Nov 2021 - Apr 2025

  • Advised startup on strategic objectives to onboard Meta as a client.
  • Designed and implemented solutions that enhanced organizational competency and productivity.
  • Collaborated with leadership team to establish short- and long-term goals.
  • Influenced organizational structure, defined roles, and forecasted future staffing requirements.
  • Screened and interviewed candidates for COO and CEO roles.
  • Reviewed contracts and delivered actionable recommendations for improvements.

Timeline

Director - Product Management, Marketing, & User Experience

AMERICAN EXPRESS
01.2018 - Current

Director, ITSM

MARICOPA COUNTY
01.2017 - 01.2018

Director, ITSM & Operations

MARICOPA COUNTY COMMUNITY COLLEGE DISTRICT OFFICE
01.2014 - 01.2017

Service Desk Manager

NORTHCENTRAL UNIVERSITY
01.2011 - 01.2014

Master of Science - Information Management

ARIZONA STATE UNIVERSITY

Bachelor of Applied Science - Operations Management

ARIZONA STATE UNIVERSITY

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