Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Languages
Timeline
Generic
Keith Ruth

Keith Ruth

Lancaster,PA

Summary

IT Service Management Professional with 25+ years of experience in Enterprise-level hardware and software support. Certified Process Design Engineer (CPDE) with extensive background in development, implementation and execution of ITIL Service Management processes. Experienced in the startup, deployment and management of Service Desk/Desktop Support operations both onsite and in remote/offshore environments. Experienced in development, governance and continual service improvement of all ITSM practices and processes. Over 10 years experience in taking ITSM processes from development to implementation and operation in various ITSM tools most extensively with ServiceNow. Strong background in Enterprise-level NOC operations monitoring systems, sites and services in a 24x7 high availability environment.

Overview

29
29
years of professional experience
3
3
Certification

Work History

Enterprise ITSM Process Architect

WSP Global
11.2023 - 05.2025
  • Developed and refined core a set of 12 ITSM Processes and related documentation as part of the launch of a new internal Enterprise ITSM Practice
  • Collaborated with ITSM Practice Managers to refine process and procedure documents
  • Participated in process governance to ensure compliant and efficient execution in delivering IT services to the business
  • Initiated and operated the Enterprise Continual Service Improvement process to drive quality and efficiency in process execution
  • Worked with ITSM Practice Managers and our ITSM Tools team to take process from initial design to implementation in our ServiceNow instance
  • Improved efficiency and effectiveness of performance and management of processes across departments.
  • Assisted with financial and ISO certification audits and ensured our processes were properly documented

Global IT Process Manager

WSP Global
07.2018 - 11.2023
  • Responsible for the oversight and governance of ITSM process execution by our managed service provider
  • Audited, measured and controlled an ITIL Service Delivery runbook of 16 processes
  • Worked with the Information Security teams to ensure process documentation and compliance and provided bi-annual evidence and exhibits to satisfy ITGC audits
  • Designed and implemented additional IT and business processes as required
  • Collaborated with cross-functional teams to identify areas of improvement, leading to increased efficiency across departments.
  • Ensured compliance with industry standards by establishing guidelines, monitoring progress, and addressing deviations promptly.
  • Evaluated corporate business processes to align outcomes with strategic goals and corporate vision.
  • Conducted thorough root-cause analyses for issues identified within processes, resolving problems quickly to prevent recurrence.

Manager, IT Process Management & Improvement

WSP USA
10.2016 - 07.2018
  • Responsible for leading the process development and continuous improvement initiatives of the U.S. Regional IT Services team
  • Designed and documented a core set of 20 ITIL and ITSM process documents in support of the US ITSM Function
  • Provided leadership and direction in planning, developing, reengineering and maintaining all IT Processes and Procedures within the US Region
  • Managed process improvement teams to create, redesign and/or improve IT processes
  • Mapped new and existing IT processes with an eye towards automation and operational efficiency
  • Achieved departmental goals by contributing to and executing strategic plans and performance metrics
  • Streamlined workflows by identifying bottlenecks in existing systems and implementing appropriate solutions.

Manager, U.S. IT Service Desk

WSP | Parsons Brinckerhoff
03.2013 - 09.2016
  • Responsible for the overall effectiveness and efficiency of the firm’s regional IT Service Desk Support Services.
  • Recruited, hired, and trained a new centralized Service Desk function for the US region
  • Managed a team of 12 onshore and 3 offshore Service Desk Analysts
  • Owned all aspects of planning, developing, and maintaining the IT Service Desk functions which handled first level of incidents for systems/applications, client devices, servers, networking, telephony, web portal, and all other major technologies.
  • Established KPI metrics, detailed process workflows and programs and ITIL-based service desk best practices to support enterprise service management and business needs.
  • Maximized performance by monitoring daily activities and mentoring team members.
  • Built high-performing teams through effective recruitment, onboarding, and talent development initiatives.

Manager, IT Service Support

AUXIS, Inc.
05.2007 - 03.2013
  • Senior manager of a 40+ person team comprising the Service Desk and Desktop Support functions.
  • Provided best in class service to over a dozen managed service clients, each with their own unique requirements, culture and operations
  • Managed end user support at multiple locations and over 2000 users globally.
  • Assisted in and promote adherence to process and procedures including internal and client Change Management.
  • Proponent of ITIL and process standardization.
  • Developed standard operating procedures for use by all support levels as well as end user help guides.
  • Worked with Managed Service clients to map, document and implement standard procedures and best practices to improve operational and financial efficiency.

Education

Bachelor of Science - Computer Science

Millersville University
Millersville, PA
01.1996

Skills

  • Process mapping
  • Analytical report creation
  • Cross-functional team leadership
  • Problem solutions
  • Excellent communication
  • Operational excellence
  • Quality service
  • Workflow Analysis
  • Team leadership
  • Team development
  • Continuous improvement
  • Process improvement

Accomplishments

  • Managed large teams of Service Desk and Desktop Support specialists working at remote and offshore locations
  • Recruited, trained and introduced an Enterprise level Service Desk that achieved high levels of user satisfaction and first call resolution rates
  • Designed and implemented an Enterprise level Continual Service Improvement process to promote ongoing improvements in service quality and efficiency
  • Provided governance processes and KPIs to hold managed service providers accountable for execution of ITSM services
  • Led ITSM Practice Managers in taking their process designs from theory to implementation in ServiceNow

Certification

  • STI/HDI Certified Help Desk Manager 2006
  • ITIL ITIL Practitioner – Support & Restore 2008
  • AXIOS Certified Process Design Engineer 2017
  • LEANSIXSIGMA.COM Yellow Belt – Lean Six Sigma 2018

Languages

German
Elementary

Timeline

Enterprise ITSM Process Architect

WSP Global
11.2023 - 05.2025

Global IT Process Manager

WSP Global
07.2018 - 11.2023

Manager, IT Process Management & Improvement

WSP USA
10.2016 - 07.2018

Manager, U.S. IT Service Desk

WSP | Parsons Brinckerhoff
03.2013 - 09.2016

Manager, IT Service Support

AUXIS, Inc.
05.2007 - 03.2013

Bachelor of Science - Computer Science

Millersville University

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