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
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IT Service Delivery Manager
ABC Construction
2019 - 2022
London, UK
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

IT Service Delivery Manager

XYZ Construction
2016 - 2018
Manchester, UK
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

IT Service Delivery Manager

PQR Construction
2014 - 2016
Birmingham, UK
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

Strengths
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Leadership
Managed team of 10 to deliver 98% client satisfaction rating

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

Languages
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English

Spanish

French

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

Achievements
======
Successful System Upgrade
Managed seamless upgrade of software system used by 500+ employees

Improved Customer Satisfaction

Implemented new processes resulting in 20% increase in customer satisfaction rating