Bryan Roth

About Bryan Roth

I’m a senior technology leader specializing in IT Operations, IT Service Management (ITSM), and Managed Services, with a proven track record of transforming support organizations, maturing ITIL frameworks, and delivering measurable improvements in SLA performance, CSAT, stability, and operational efficiency. I’ve led global IT teams across enterprise and multi‑client environments, driving strategy, process maturity, and service delivery excellence.My background spans IT Operations Leadership, Service Delivery Management, NOC Management, Incident/Problem/Change/Release Management, and Service Desk transformation. I’m known for stabilizing complex environments, reducing major incidents, building scalable service models, and aligning technology operations with business outcomes.I’ve directed large technical teams, overseen multimillion‑dollar Capex/Opex budgets, managed vendor and contract portfolios, and delivered new XaaS/SaaS service offerings that increased revenue and expanded organizational capability. Whether leading global support operations, implementing ITIL governance, or driving automation and knowledge‑driven support, I focus on creating high‑performing teams and predictable, high‑quality service delivery.Specialties:IT Operations Leadership • IT Service Management (ITSM) • ITIL Governance • Global IT Support • Managed Services • Service Delivery • NOC Leadership • Incident/Problem/Change/Release Management • KPI/SLA Management • Operational Excellence • Technology Strategy • Vendor & Contract Management • Budget Ownership (Capex/Opex) • ServiceNow • Jira • Zendesk • Automation • AI/IVA/Chatbot Support • XaaS/SaaS Service ModelsIf you’re looking for a Director‑level leader who can elevate IT operations, mature ITSM processes, and build scalable, high‑impact service organizations, I bring the experience, vision, and execution to make it happen.

Experience

1. IT Service Manager

   Harte Hanks

   Jun 2024 — Present · Phoenixville, PA, US

   Supervise the Global Service Desk and Workplace Technology Support teams*Create and govern ITSM policies and procedures and develop supporting processes and documents*Manage the administration of ITSM tools ensuring they support company processes*Oversee projects and initiatives focused on continually improving operations and support*Regulate adherence to ITIL standards and best practices

Education

• Penn State University

  Bachelor of Arts, Communication, Journalism, and Related Programs

  1994 — 1997

• Keller Graduate School of Management-DeVry University

  Master's, Network and Communications Management

  2003 — 2006

Skills

• Writing
• Microsoft Word
• Team Leadership
• Itil
• Inventory Management
• Purchasing
• Process Improvement
• Leadership
• Troubleshooting
• Excel
• Team Building
• Strategic Planning
• Documentation
• Asset Management
• Project Planning
• Account Management
• Outlook
• Data Center
• Change Management
• Six Sigma
• Networking
• Technical Writing
• Budgeting
• System Administration
• Software Documentation
• Integration
• Administration
• Windows
• Contract Negotiation
• Process Engineering
• Business Analysis
• Budgets
• Customer Service
• Vendor Management
• Research
• Video Conferencing
• Compliance
• Active Directory
• Problem Solving
• Operations Management