Timothy Duncan

IT Service Delivery Manager

 johndoe@email.com e London, UK TD

SUMMARY STRENGTHS
Experienced IT Service Delivery Manager with expertise in
Matrix Management, ITIL, and Service Improvement, ensuring
t Leadership
Managed team of 10 to deliver 98% client
exceptional customer service through prompt interventions and satisfaction rating


strong communication skills.
Problem-solving
Identified root cause of recurring issue,
EXPERIENCE resulting in 50% reduction in tickets

IT Service Delivery Manager

ABC Construction
t Collaboration
Successfully partnered with cross-
2019 - 2022 London, UK functional teams to implement new
software
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
SKILLS
• Managed a team of 10 IT support analysts in a matrix management
structure Matrix Management ITIL

Service Improvement Communication

IT Service Delivery Manager
XYZ Construction Problem-solving Leadership
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 ACHIEVEMENTS
t
• Managed the delivery of IT projects worth over £1 million resulting in
successful project outcomes Successful System Upgrade
• Developed and implemented a service improvement plan resulting in
15% reduction in service downtime Managed seamless upgrade of software
system used by 500+ employees

IT Service Delivery Manager

PQR Construction
2014 - 2016 Birmingham, UK
G Improved Customer Satisfaction
Implemented new processes resulting in
20% increase in customer satisfaction
Managed IT service delivery and service improvement initiatives rating
• 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

EDUCATION
Bachelor of Science in Computer Science
University of Leeds


2010 - 2014 e Leeds, UK

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LANGUAGES
English Spanish
Native Advanced

French
Intermediate

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