IT Service Delivery Lead - 24x7 ITIL & Service Excellence

wesbancocareers; Bowie (MD); On-site; USD 110,000 - 130,000; Full time

Benefits offered by this job

PTO 22 days

STD 5 days

11 holidays

1 float holiday

Job summary

WesBanco in Maryland seeks an IT Service Delivery Manager to lead end-to-end IT service delivery, including Service Desk, incident management, and knowledge management. This role drives SLAs/KPIs, vendor performance, and ITIL-aligned processes to improve user experience and reliability.

Strong leadership and 24x7 operations experience are essential. The candidate will oversee RCA efforts, maintain the knowledge base, and coach service delivery staff, fostering a customer-first culture and

Qualifications

• Bachelor's degree in IT, business, or related field, or equivalent experience.
• Minimum 5 years IT service management or IT operations leadership with measurable outcomes.
• Demonstrated expertise in ITIL Incident, Request, Problem, Knowledge.
• Experience managing teams and third-party suppliers in a 24x7 environment.
• Proficient in Microsoft Office with strong communication skills.

Responsibilities

• Owns day-to-day IT service delivery including Service Desk, incident management, and request fulfillment.
• Defines, measures, and reports SLAs and KPIs to leadership.
• Leads Major Incident Management and rapid service restoration.
• Establishes ITIL-aligned processes and SOPs.
• Plans staffing models and after-hours coverage.
• Manages vendor performance and contracts; negotiates improvements.
• Drives continuous improvement using trend analysis and preventive actions.
• Maintains knowledge base and ensures documentation supports self-service.
• Coaches and mentors Service Desk staff; recognizes high performers.
• Promotes customer-first culture and effective communication.
• Owns Problem Management governance and root cause analysis.
• Maintains Known Error Database and links to incidents.

Skills

ITIL practices

Leadership

Stakeholder communication

Team leadership

Problem solving

Strategic planning

Education

Bachelor’s degree (IT/Business)

ITIL certification

Tools

Microsoft Office

Job description

WesBanco in Maryland seeks an IT Service Delivery Manager to lead end-to-end IT service delivery, including Service Desk, incident management, and knowledge management. This role drives SLAs/KPIs, vendor performance, and ITIL-aligned processes to improve user experience and reliability.

Strong leadership and 24x7 operations experience are essential. The candidate will oversee RCA efforts, maintain the knowledge base, and coach service delivery staff, fostering a customer-first culture and