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- Tasks: Lead the migration to Freshservice and ensure smooth service delivery.
- Company: Join a major ITSM transformation programme with a leading global IT services provider.
- Benefits: Competitive daily rate, hybrid working, and potential for contract extension.
- Other info: Dynamic role with opportunities for professional growth in a fast-paced environment.
- Why this job: Make a real impact in transforming ITSM services for a well-established UK enterprise.
- Qualifications: Proven experience with Freshservice migrations and strong ITIL/ITSM background required.
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 below:
- 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 in City of London employer: Xcede
Contact Detail:
Xcede Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Delivery Manager in City of London
✨Tip Number 1
Network like a pro! Reach out to your connections in the ITSM world, especially those who've worked 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. Be ready to discuss specific challenges you've faced during migrations and how you tackled them. We want to see your hands-on experience shine!
✨Tip Number 3
Showcase your leadership skills! When discussing past roles, highlight how you’ve led teams through service transitions and operational readiness. We love to see candidates who can inspire and guide others.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we’re always on the lookout for talent that fits our vision for ITSM transformation.
We think you need these skills to ace Service Delivery Manager in City of London
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 how you’ve implemented best practices in real-world scenarios!
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
✨Know Your Freshservice Stuff
Make sure you brush up on your knowledge of Freshservice and its features. Be ready to discuss your hands-on experience with the platform, especially any migrations or implementations you've led. This will show that you’re not just familiar with ITSM but have practical insights that can benefit the team.
✨Showcase Your Service Delivery Skills
Prepare examples from your past roles where you successfully managed service delivery in an IT environment. Highlight specific challenges you faced during transitions and how you overcame them. This will demonstrate your ability to handle the operational readiness and onboarding processes they’re looking for.
✨Communicate Like a Pro
Since this role involves working closely with various stakeholders, practice articulating your thoughts clearly and confidently. Use examples to illustrate your communication skills, especially in managing incidents and changes. Good communication can set you apart from other candidates.
✨Understand ITIL Standards
Familiarise yourself with ITIL principles, especially those relevant to service transition and support models. Be prepared to discuss how you’ve applied these standards in your previous roles. This will show that you not only understand the theory but can also implement it effectively in real-world scenarios.