TIMOTHY DUNCAN

IT Service Delivery Manager

johndoe@email.com London, UK

Summary
Experienced IT Service Delivery Manager with expertise in Matrix Management, ITIL, and Service Improvement,
ensuring exceptional customer service through prompt interventions and strong communication skills.

Experience
ABC Construction London, UK
IT Service Delivery Manager 2019 - 2022
Managed IT service delivery in a co-sourced environment, ensuring exceptional customer service
• Improved incident response time by 20% through proactive monitoring
• Achieved 95% customer satisfaction rate through effective communication with stakeholders
• Managed a team of 10 IT support analysts in a matrix management structure

XYZ Construction Manchester, UK

IT Service Delivery Manager 2016 - 2018
Ensured all IT functions delivered exceptional customer service
• Led the implementation of ITIL service management framework resulting in 30% reduction in incident volume
• Managed the delivery of IT projects worth over £1 million resulting in successful project outcomes
• Developed and implemented a service improvement plan resulting in 15% reduction in service downtime

PQR Construction Birmingham, UK

IT Service Delivery Manager 2014 - 2016
Managed IT service delivery and service improvement initiatives
• Implemented a new incident management process resulting in 25% reduction in incident resolution time
• Developed and delivered IT training to over 200 end-users resulting in improved IT literacy and reduced support
requests
• Managed a team of 8 IT support analysts and delivered IT projects worth over £500k

 Leadership
Managed team of 10 to deliver
98% client satisfaction rating
Strengths
 Problem-solving
Identified root cause of
recurring issue, resulting in 50%
reduction in tickets
 Collaboration
Successfully partnered with
cross-functional teams to
implement new software

Education
University of Leeds Leeds, UK
Bachelor of Science in Computer Science 2010 - 2014

Languages
English Native Spanish Advanced French Intermediate

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
 Skills
Matrix Management ITIL Service Improvement Communication Problem-solving Leadership

 Successful System
Upgrade
Managed seamless upgrade of
software system used by 500+
employees
Achievements
G Improved Customer
Satisfaction
Implemented new processes
resulting in 20% increase in
customer satisfaction rating

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