IT Service Delivery Lead - 24/7 Ops & Knowledge Management

WesBanco Bank Inc.; Williamstown (OH); On-site; USD 110,000 - 140,000; Full time

Job summary

WesBanco Bank Inc. in Williamstown, OH is seeking an IT Service Delivery Manager to own end-to-end IT service delivery, including Service Desk operations, incident management, problem management, and knowledge management, ensuring SLAs and KPIs are met.

The role partners with IT and business leaders to improve user experience, reliability, and compliance, leads cross-functional teams, and oversees vendors and 24x7 operations; the ideal candidate has ITIL expertise, strong leadership, and a track

Qualifications

• Minimum 5 years IT service management or IT operations leadership with measurable outcomes.
• Demonstrated expertise in ITIL practices (Incident, Request, Problem, Knowledge).
• Experience managing teams and third-party suppliers in a 24x7 environment.

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 clear, 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).
• 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 current 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.

Skills

Leadership

ITIL practices

Service Desk management

Incident management

Problem management

Knowledge management

Vendor management

SLA/KPI governance

Microsoft Office

Education

Bachelor's degree in IT/Business or related field

Tools

Microsoft Office

Knowledge databases (KEDB)

Job description

WesBanco Bank Inc. in Williamstown, OH is seeking an IT Service Delivery Manager to own end-to-end IT service delivery, including Service Desk operations, incident management, problem management, and knowledge management, ensuring SLAs and KPIs are met.

The role partners with IT and business leaders to improve user experience, reliability, and compliance, leads cross-functional teams, and oversees vendors and 24x7 operations; the ideal candidate has ITIL expertise, strong leadership, and a track