FDM Group
Information Technology Service Delivery Manager
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Service Delivery/Transition Manager
FDM is a global business and technology consultancy seeking a Service Delivery/Transition Manager to work for our client within the Financial Services sector. This is initially a 12 month contract with the potential to extend and will be a hybrid role that will be based in Edinburgh or Bristol.
Our client is seeking a Service Delivery/Transition Manager who is responsible for ensuring that new and changed services are introduced into production in a controlled, supportable and operationally ready manner.
Working into the Head of Service Transition, the role provides hands-on service transition governance across projects, programmes and service changes, ensuring that support requirements, operational risks, service management processes and service acceptance criteria are addressed before go-live. The role acts as a bridge between delivery and operations, helping project and technical teams achieve delivery outcomes while protecting service stability, customer experience and operational resilience.
Responsibilities
- Ensure new and changed services meet agreed operational readiness and service acceptance criteria.
- Minimise operational risk associated with service introductions and major changes.
- Support a globally consistent Service Transition framework aligned to ITIL best practice.
- Promote service quality, supportability and customer-focused operational outcomes.
- Enable delivery teams to transition services into live support with clear ownership, documentation, monitoring and support models in place.
- Manage the end-to-end transition of assigned projects, programmes and service changes into live operation.
- Define, maintain and apply Service Acceptance Criteria, operational readiness requirements and transition checklists.
- Engage delivery teams early in the lifecycle to ensure support requirements, risks and operational dependencies are understood and embedded.
- Facilitate operational readiness reviews, service introduction governance and go-live assessments.
- Coordinate service owners, support teams and technical teams to ensure transition activities are completed before go-live.
- Identify, document, manage and escalate service transition risks, issues and gaps.
- Ensure support documentation, monitoring, training, knowledge transfer, service models and ownership arrangements are completed.
- Work closely with Change Management, Incident Management, Problem Management, Service Desk, Site Support, NOC, engineering and application teams to ensure lifecycle alignment.
- Maintain accurate transition reporting, governance updates and stakeholder communications.
- Contribute to continual improvement of Service Transition processes, governance and tooling.
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About You
- 3-5+ years experience working within Service Transition, Service Delivery, Change Management or related IT Service Management disciplines.
- Experience contributing to service transition process improvement or framework development.
- Experience supporting the transition of projects, applications, infrastructure or technology services into production environments.
- Strong understanding of ITIL principles and service lifecycle management.
- Experience conducting operational readiness reviews, service acceptance reviews or service introduction governance.
- Strong risk management, governance and issue escalation capabilities.
- Excellent stakeholder engagement and relationship management skills.
- Strong written and verbal communication skills, including clear reporting and presentation of transition status.
- Experience working across multiple technical teams, operational teams and business functions.
- Ability to influence outcomes without direct authority.
- Strong organisational and planning skills, with the ability to manage multiple concurrent transitions.
- Passionate about service excellence, operational quality and good customer outcomes.
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Preferred
- ITIL Foundation or higher qualification.
- Experience operating in financial services or another highly regulated environment.
- Experience with ServiceNow or comparable ITSM tooling.
- Experience supporting global delivery and operational teams.
About Us
FDM is an award-winning global leader in tech and business talent solutions, backed by more than 35 years of industry experience. We have centres across Europe, North America, and Asia-Pacific, and a global workforce of over 2500 employees. FDM has shown exponential growth throughout the years, firmly establishing itself as an award-winning employer, currently listed on the FTSE4Good Index and as a 2026 Financial Times UK ‘Best Employer’.
Diversity and Inclusion
FDM Group is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, sexual orientation, national origin, age, disability, veteran status or any other status protected by federal, provincial or local laws.
Why join us
- Career coaching, mentoring and access to upskilling throughout your entire FDM career
- Assignments with global companies and opportunities to work abroad
- Opportunity to re-skill and up-skill into new areas, develop non-linear career paths and build a skillset within your field
- Annual leave and work-place pension
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