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Resume
Resume
johndoe@email.com
London, UK
Summary
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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
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
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Successful System Upgrade
Managed seamless upgrade of software system used by 500+ employees