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Timothy Duncan Resume
Timothy Duncan Resume
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
Strengths
Leadership Problem-solving Collaboration
Managed team of 10 to deliver Identified root cause of Successfully partnered with
98% client satisfaction rating recurring issue, resulting in 50% cross-functional teams to
reduction in tickets 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
Achievements
Successful System G Improved Customer
Upgrade Satisfaction
Managed seamless upgrade of Implemented new processes
software system used by 500+ resulting in 20% increase in
employees customer satisfaction rating
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