Service Delivery Manager

Service Delivery Manager (SDM) – Freshservice Migration / ITSM Transformation
Contract Role | London (West London) | Hybrid Working

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
• Strong likelihood of extension

The Role:
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

We are specifically looking for candidates with:

• 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

Skills & Certifications:

• Strong ITIL / ITSM background
• ITIL V3 Foundation and/or ITIL V4 Foundation
• Excellent stakeholder management and communication skills

Desirable:

• 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.