At a Glance
- Tasks: Lead the migration to Freshservice and ensure smooth service delivery.
- Company: Join a major UK enterprise in a dynamic ITSM transformation programme.
- Benefits: Competitive daily rate, hybrid working, and potential for contract extension.
- Other info: Ideal for those seeking hands-on leadership in a fast-paced IT setting.
- Why this job: Make a real impact by driving ITSM transformation in a collaborative environment.
- Qualifications: Proven experience with Freshservice migrations and strong ITIL/ITSM background.
We are seeking an experienced Service Delivery Manager (SDM) to join a major ITSM transformation programme supporting a well‑established UK enterprise organisation, delivered in partnership with a leading global IT services provider. This opportunity is ideally suited to an ITSM professional with proven experience implementing or migrating to Freshservice, who can support service transition, operational readiness, and long‑term service delivery success.
Location: West London
Hybrid working: 3 days onsite / 2 days remote
£500-530 p/d Inside IR35
Initial 3-month contract with a strong likelihood of extension.
A key transformation programme is underway to migrate ITSM capabilities onto Freshservice, and we require an experienced Service Delivery Manager to help drive this transition. This is not a BAU service delivery role—we are specifically looking for someone who has hands‑on experience delivering a Freshservice implementation or migration, understands the operational challenges of ITSM platform transitions, and can ensure a smooth onboarding into a managed service environment.
You will work closely with technical teams, service stakeholders, and operations leadership to establish effective support processes, governance, and service models aligned to best practice.
Key Responsibilities:- Support and help drive the migration / implementation of Freshservice
- Lead service onboarding and operational readiness activities
- Build, refine, and document support models
- Ensure effective incident and major incident management
- Drive problem management and service improvement
- Oversee request fulfilment processes
- Support change management governance
- Maintain oversight of CMDB / asset management
- Lead knowledge management, including knowledge transfer and documentation
- Ensure ITSM processes are embedded and aligned to ITIL standards
- Proven experience implementing, migrating to, or transforming ITSM services onto Freshservice
- Experience supporting ServiceNow to Freshservice migrations highly desirable
- Strong Service Delivery Management experience within enterprise IT environments
- Hands‑on ITSM operational leadership across most of the following areas:
- Service Desk Management
- Incident / Major Incident Management
- Problem Management
- Request Management
- Change Management
- CMDB / Asset Management
- Knowledge Management
- Service transition / support model creation
- Strong ITIL / ITSM background
- ITIL V3 Foundation and/or ITIL V4 Foundation
- Excellent stakeholder management and communication skills
- ITIL V3 Intermediate
- ITIL V4 Managing Professional
This role is best suited to someone who has been directly involved in a Freshservice implementation or migration programme, understands what good operational service design looks like, and can bridge the gap between transformation delivery and live service operations. If you’ve successfully helped organisations transition onto Freshservice and can bring structure, leadership, and operational expertise to a fast‑moving programme, we’d like to hear from you.
Service Delivery Manager employer: Xcede Recruitment Solutions
Join a dynamic and innovative team as a Service Delivery Manager in West London, where you will play a pivotal role in a major ITSM transformation programme. Our company fosters a collaborative work culture that values employee growth and development, offering hybrid working arrangements to ensure a healthy work-life balance. With competitive daily rates and the potential for contract extension, this is an excellent opportunity for ITSM professionals looking to make a meaningful impact in a well-established enterprise environment.
Contact Detail:
Xcede Recruitment Solutions Recruiting Team
StudySmarter Expert Advice🤫
We think this is how you could land Service Delivery Manager
✨Tip Number 1
Network like a pro! Reach out to your connections in the ITSM space, especially those who have experience with Freshservice. A friendly chat can lead to insider info about job openings or even referrals that could give you a leg up.
✨Tip Number 2
Prepare for interviews by brushing up on your Freshservice knowledge and ITIL practices. We recommend creating a list of scenarios where you've successfully managed service transitions or resolved major incidents. Real-life examples will make you stand out!
✨Tip Number 3
Don’t just apply anywhere—focus on companies that align with your skills and values. Use our website to find roles that specifically mention Freshservice migration or ITSM transformation. Tailor your approach to show how you can add value to their team.
✨Tip Number 4
Follow up after interviews! A quick thank-you email reiterating your interest in the role and highlighting a key point from your conversation can keep you fresh in their minds. It shows you're proactive and genuinely interested in the position.
We think you need these skills to ace Service Delivery Manager
Some tips for your application 🫡
Tailor Your CV:Make sure your CV highlights your experience with Freshservice and ITSM transformations. We want to see how your skills align with the role, so don’t be shy about showcasing relevant projects you've worked on!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you're the perfect fit for the Service Delivery Manager role. Share specific examples of your hands-on experience in service delivery and how you’ve tackled challenges in past migrations.
Showcase Your ITIL Knowledge:Since this role requires a strong ITIL background, make sure to mention your certifications and any practical applications of ITIL principles in your previous roles. We love seeing candidates who can bridge theory with real-world experience!
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen on joining our team at StudySmarter!
How to prepare for a job interview at Xcede Recruitment Solutions
✨Know Your Freshservice Inside Out
Make sure you’re well-versed in Freshservice and its features. Brush up on your knowledge of ITSM principles and how they apply to Freshservice, as this will show your potential employer that you’re not just familiar with the platform but can also leverage it effectively during the migration.
✨Demonstrate Your Service Delivery Experience
Prepare specific examples from your past roles where you successfully managed service delivery, particularly in ITSM environments. Highlight your hands-on experience with incident management, change management, and service transition to showcase your ability to lead in a transformation programme.
✨Showcase Your Stakeholder Management Skills
Be ready to discuss how you’ve effectively communicated and collaborated with various stakeholders in previous projects. This role requires strong stakeholder management, so share instances where you’ve navigated complex relationships and ensured alignment across teams.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving skills and operational readiness. Think through potential challenges that might arise during the Freshservice migration and how you would address them, demonstrating your proactive approach to service delivery.
