At a Glance
- Tasks: Lead the migration to Freshservice and ensure smooth service delivery.
- Company: Join a major UK enterprise organisation with a global IT services partner.
- Benefits: Competitive daily rate, hybrid working, and potential for contract extension.
- Other info: Dynamic role with opportunities for professional growth in a collaborative environment.
- Why this job: Be at the forefront of ITSM transformation and make a real impact.
- Qualifications: Proven experience in Freshservice implementation and ITSM operations.
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.
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 sharing and documentation
Service Delivery Manager employer: Xcede Recruitment Solutions
As a Service Delivery Manager with us, you'll be part of a dynamic team driving significant ITSM transformation within a well-established UK enterprise. Our hybrid working model promotes a healthy work-life balance, while our commitment to employee growth ensures you have access to continuous learning and development opportunities. Join us in West London, where innovation meets collaboration, and make a meaningful impact on service delivery success.
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.
✨Tip Number 2
Prepare for interviews by brushing up on your Freshservice knowledge and ITSM best practices. We recommend creating a list of your past experiences that highlight your hands-on skills in service delivery and migration.
✨Tip Number 3
Don’t just apply anywhere—focus on companies that align with your values and career goals. Use our website to find roles that excite you and match your expertise in service delivery management.
✨Tip Number 4
Follow up after interviews! A quick thank-you email can keep you top of mind. Share any additional thoughts you have about the role or how you can contribute to their Freshservice migration.
We think you need these skills to ace Service Delivery Manager
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the Service Delivery Manager role. Highlight your experience with Freshservice and ITSM transformations, as this will show us you’re the right fit for the job.
Craft a Compelling Cover Letter:Your cover letter should tell us why you’re passionate about this role. Share specific examples of your past experiences that relate to the responsibilities mentioned in the job description.
Showcase Your Skills:Don’t just list your skills—demonstrate them! Use concrete examples from your previous roles to illustrate how you’ve successfully managed service delivery and led migrations.
Apply Through Our Website:We encourage you to apply through our website for a smoother application process. It helps us keep track of your application and ensures you don’t miss any important updates!
How to prepare for a job interview at Xcede Recruitment Solutions
✨Know Your Freshservice Inside Out
Make sure you brush up on your knowledge of Freshservice and its features. Be ready to discuss your hands-on experience with the platform, including any challenges you've faced during previous migrations or implementations.
✨Demonstrate Your ITSM Expertise
Prepare to showcase your understanding of IT Service Management principles. Think about specific examples where you've successfully managed service transitions or improved service delivery, and be ready to share these stories during the interview.
✨Engage with Stakeholder Scenarios
Expect questions about how you would handle various stakeholder interactions. Prepare scenarios where you've effectively collaborated with technical teams and operations leadership to drive service improvements or resolve issues.
✨Showcase Your Problem-Solving Skills
Be prepared to discuss your approach to incident and problem management. Think of examples where you've implemented effective solutions to service challenges, and highlight your ability to refine support models and processes.
