Service Delivery It Operations

David Duncan

Suwanee, GA ***** 678-***-**** ************@*****.*** www.linkedin.com/in/dpduncan/

Senior IT Operations Leader

Visionary operations and technology executive with 20+ years of experience driving transformation, efficiency, and growth within a $50B global professional services firm and a $17B technology enterprise. Proven expertise in optimizing enterprise operations, leading cross-functional teams, and executing large-scale technology and business strategies that enhance profitability and resilience. Adept at managing complex budgets, driving cost efficiencies, and implementing strategic initiatives that improve operational performance. A trusted advisor to C-suite leaders, delivering innovative solutions that align technology with business objectives. Honorably discharged U.S. Air Force Veteran with a strong commitment to operational excellence and leadership development.

Leadership Impact

Strategic operations and technology leader with a track record of driving efficiency, innovation, and transformation across complex organizations leveraging emerging technology and leading-edge business insights.

Business strategist with an entrepreneurial mindset, leveraging emerging technologies and data-driven insights to optimize operations and enhance market competitiveness.

Engaged and inspiring talent cultivator and relationship-builder, adept at building high-performing individuals and teams, navigating change, and earning the trust of cross-functional stakeholders.

Expert in operational resilience, business continuity, governance, and risk management, ensuring compliance and seamless service delivery.

Signature Competencies

Technology Leadership: IT Strategy, AI & Automation, Digital Transformation, Cloud Computing

Operational Excellence: IT Operations, Incident Management, Business Continuity, Process Optimization

Business Strategy & Leadership: Executive Stakeholder Management, Financial Management, P&L Oversight

People & Change Management: Talent Development, Organizational Change, Workforce Optimization

Professional Experience

Ernst & Young - IT Operations Program Leader Oct 2012 – Mar 2025

Led global IT operations for a $50B firm, managing a 27-person team to provide 24x7 operational support, project execution, and service delivery across diverse client engagements.

Increased application uptime to 99.7%, ensuring compliance with SLAs and enhancing user experience for 171 business-critical applications working across functional and support teams.

Reduced support costs by $1.5M annually through automation, workflow optimization, and strategic vendor partnerships.

Developed executive dashboards that provided real-time insights into IT performance, ticket resolution, and system health, improving decision-making utilizing ServiceNow and PowerBI.

Championed IT service transformation, implementing AI-driven automation that reduced ticket resolution time by 35% and enhanced operational efficiency.

Drove vulnerability remediation across multiple servicelines meeting internal and external contractual requirements.

Championed and drove updates to ITIL / ITSM processes and procedures, ensuring the alignment of IT services with business needs, transition of new products to production, enhancing efficiency, driving enhancements, and supporting continuous improvement.

Analyzed incident metrics to identify common, repeatable problems and implement improvements when funded and approved.

Created and trained a program-specific ServiceDesk, allowing EY to meet unique client support requirements and SLAs.

IBM Corporation - IT Operations Leader Oct 2009 – Oct 2012

Directed global IT teams across multiple geographies, supporting SQL, Oracle, SharePoint, and Exchange environments for 23 regulated clients.

Achieved a 28% improvement in customer satisfaction by redesigning service processes and implementing proactive issue resolution strategies.

Oversaw IT budget and cost strategies, driving efficiency gains and reducing infrastructure costs through consolidation and automation.

Developed education plans for employees on short- and long-term career goals.

Conducted quarterly employee performance reviews to assess progress, provide feedback, and establish improvement plans and goals for continuous growth.

IBM Corporation - Business Transformation Services Analyst Nov 2007 – Oct 2009

Established Centers of Excellence, improving team collaboration and accelerating service delivery, leading to measurable gains in operational efficiency.

Optimized IT service workflows, conducting workload assessments that reduced response times and increased customer satisfaction by 28%, as validated by surveys and client feedback.

Developed and implemented key performance metrics, enhancing team accountability, reducing issue resolution time, and increasing process transparency.

Strengthened governance and compliance, performed in-depth audits of operational procedures to ensure alignment with internal standards and regulatory requirements.

IBM Corporation – Auditor/Analyst Oct 2007 – Nov 2007

Led on-site compliance audits in Tokyo, Japan, evaluating ITIL frameworks, data retention policies, and business process effectiveness for enterprise clients.

Identified and remediated critical compliance gaps, ensuring regulatory adherence and mitigating operational risks related to delayed access removal and inefficient documentation.

Analyzed interview and survey data to generate actionable insights, delivering executive reports that drove strategic process enhancements and reinforced governance.

IBM Corporation – Technical Team Lead Jan 1993 - Oct 2007

Enhanced IT service reliability, implementing proactive monitoring tools and automated support scripts that reduced downtime by 31% and improved customer satisfaction by 17%.

Strengthened workforce capabilities, conducting skill assessments and placing high-potential hires into strategic IT roles to support business objectives.

Delivered cost-saving infrastructure solutions, optimizing system performance through server consolidation and decommissioning, resulting in significant cost reductions.

Provided executive-level reporting, preparing weekly operational dashboards on expenses, pipeline forecasts, and performance KPIs for senior leadership.

Oversaw critical system upgrades and maintenance, ensuring 99.9% availability of core IT services through proactive planning and execution.

Previously:

United States Air Force, Electronics and Environmental Support

Education

Bachelor’s degree, Management Information Systems – Reinhardt University (cum laude)

Management/Leadership – IBM

Management/Supervisor – U.S. Air Force

Electro-Environmental Technical School – U.S. Air Force

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