IT Service Delivery Lead: 24/7 Ops & Service Excellence

WesBanco Bank Inc.; Wheeling (WV); On-site; USD 100,000 - 150,000; Full time

Job summary

WesBanco Bank Inc. in Wheeling, WV seeks an IT Service Delivery Manager to lead end-to-end IT service delivery, including Service Desk operations, incident and problem management, and knowledge management.

You will drive SLA/KPI governance, partner with infrastructure and security teams, coach staff, and oversee vendor performance in a 24x7 environment, ensuring reliable, compliant IT services for business outcomes.

Qualifications

• 5+ years of IT service management or IT operations leadership.
• Bachelor's degree in IT, Business, or related field; or equivalent experience.
• Expertise in ITIL practices (Incident, Request, Problem, Knowledge).
• Experience managing teams and third-party suppliers in a 24x7 environment.
• Excellent verbal and written communication and presentation skills.
• Proficiency in Microsoft Office applications (Outlook, Word, PowerPoint, Excel).

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 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 high-quality 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

IT service management

Leadership

Vendor management

SLA/KPI governance

Incident/Problem/Knowledge management

Knowledge base management

Coaching/mentoring

Cross-functional collaboration

Communication skills

Education

Bachelor's degree in IT/Business or related field

Tools

Microsoft Office

Windows/macOS

Identity & Collaboration tools

Cloud services

Job description

WesBanco Bank Inc. in Wheeling, WV seeks an IT Service Delivery Manager to lead end-to-end IT service delivery, including Service Desk operations, incident and problem management, and knowledge management.

You will drive SLA/KPI governance, partner with infrastructure and security teams, coach staff, and oversee vendor performance in a 24x7 environment, ensuring reliable, compliant IT services for business outcomes.