IT Service Delivery Lead — 24/7 Banking IT

WesBanco Bank Inc.; Fort Wayne (IN); On-site; USD 110,000 - 150,000; Full time

Job summary

WesBanco Bank Inc. in Fort Wayne, Indiana seeks an IT Service Delivery Manager to lead end-to-end IT service delivery, including Service Desk and incident management, while driving improvements in SLAs, KPIs, and customer experience.

The role requires 5+ years in IT service management or operations leadership, ITIL expertise, and strong collaboration with cross-functional teams. On-site, full-time position offering growth within a regulated banking environment.

Qualifications

• Excellent verbal and written skills and presentation abilities.
• Demonstrated leadership ability and skills.
• Ability to interact effectively across all levels of the organization.
• Demonstrated ability to manage multiple priorities and delegate effectively to meet deadlines.

Responsibilities

• Owns day-to-day IT service delivery including Service Desk, incident management, request fulfillment, and escalations.
• Ensures SLAs/KPIs are defined, measured, and achieved; publish weekly and monthly service performance reports for leadership.
• Leads Major Incident Management, driving rapid service restoration and timely stakeholder communications.
• Establishes and matures ITIL-aligned processes; document and socialize SOPs.
• Plans and manages staffing models and schedules to align coverage with demand (including after-hours/weekend support).
• Partners with infrastructure, security, and application teams to expedite ticket resolution and remove systemic friction.
• Oversees vendor/partner performance, contract adherence, and service credits; escalates chronic issues and negotiate improvements.
• Drives continuous improvement through trend analysis, retrospectives, and implementation of preventive actions.
• Maintains a knowledge base and ensure documentation is used to accelerate resolution and enable self-service.
• Coaches, mentors, and conducts performance management for Service Desk and service delivery personnel.
• Promotes a customer-first culture that is stable under pressure and responsive to emergencies.
• Owns the Problem Management process and governance, aligned to ITIL best practices.
• Identifies, logs, and prioritizes problems using incident trend data and business impact.
• Leads Root Cause Analysis (RCA); ensure corrective actions are owned, tracked, and validated.
• Maintains the Known Error Database (KEDB) and ensure knowledge articles are linked to problems and incidents.
• Reports problem trends, RCAs, and remediation status to leadership with actionable insights.
• Owns the Knowledge Management process and lifecycle governance of knowledge articles.
• Ensures Knowledge Base is accurate, searchable, and supports shift-left and self-service adoption.

Skills

Leadership

ITIL practices

Incident management

Vendor management

Service Desk

Communication

Problem solving

Education

Bachelor's degree in Information Technology, Business, or related field; or equivalent experience

Tools

Microsoft Office

Job description

WesBanco Bank Inc. in Fort Wayne, Indiana seeks an IT Service Delivery Manager to lead end-to-end IT service delivery, including Service Desk and incident management, while driving improvements in SLAs, KPIs, and customer experience.

The role requires 5+ years in IT service management or operations leadership, ITIL expertise, and strong collaboration with cross-functional teams. On-site, full-time position offering growth within a regulated banking environment.