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- Tasks: Lead the migration to Freshservice and ensure smooth service delivery.
- Company: Join a major UK enterprise organisation partnered with a 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 and enhancing operational success.
- 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 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 employer: Xcede
Contact Detail:
Xcede 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'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 and ITIL practices. We recommend creating a list of your past experiences that align with the role's requirements, so you can showcase your expertise confidently.
✨Tip Number 3
Don’t just apply anywhere—focus on companies that excite you! Use our website to find roles that match your skills and interests. Tailor your approach to each company’s culture and values for a better chance of standing out.
✨Tip Number 4
Follow up after interviews! A quick thank-you email can keep you top of mind. Share any additional thoughts or insights you have about the role or the company, showing your enthusiasm and commitment.
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 hands-on experience with Freshservice migrations and how you've tackled operational challenges in the past.
Showcase Your ITIL Knowledge: Since we value ITIL expertise, don’t forget to mention your certifications and how you’ve applied ITIL principles in your previous roles. This will help us see your understanding of best practices in service delivery.
Apply Through Our Website: We encourage you to apply through our website for a smoother application process. It’s the best way for us to receive your application and get you into our system quickly!
How to prepare for a job interview at Xcede
✨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 process.
✨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, problem management, and change management to showcase your ability to handle operational challenges.
✨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 built relationships and facilitated discussions to drive service improvements.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving skills and operational readiness. Think through potential challenges that could arise during a Freshservice migration and how you would address them, demonstrating your strategic thinking and leadership capabilities.