IT Service Delivery Lead - 24x7 Ops & Improvement

WesBanco Bank Inc.; West Palm Beach (FL); On-site; USD 85,000 - 135,000; Full time

Job summary

WesBanco Bank Inc. is seeking an IT Service Delivery Manager to oversee end-to-end IT services, including Service Desk operations, incident and problem management, and SLA/KPI governance.

You will collaborate with IT and business leaders to improve user experience, reliability, and compliance while guiding vendor performance and SOP development. The role requires 5+ years in IT service management or IT operations leadership, expertise in ITIL practices, and experience managing 24x7 teams.

Qualifications

• Bachelor's degree in IT/Business or related field (preferred).
• Minimum of 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).
• 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 and mentors Service Desk and service delivery personnel; recognize high performers and address gaps.
• 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, severity, and business impact.
• Leads Root Cause Analysis (RCA); ensure corrective and preventive actions are owned, tracked, and validated for effectiveness.
• Maintains Known Error Database and ensure knowledge articles are linked to problems and incidents.
• Reports problem trends, RCAs, and remediation status to leadership with actionable insights.
• Owns Knowledge Management process, ensuring creation, peer review, and publication of content.
• Establishes lifecycle governance for knowledge articles and enforce ownership and review cadence.
• Ensures the Knowledge Base is accurate, searchable, and promotes self-service.

Skills

Leadership

Stakeholder management

Incident/Problem/Knowledge management

Vendor management

Education

Bachelor's degree in IT/Business or related field

Tools

Microsoft Office

Job description

WesBanco Bank Inc. is seeking an IT Service Delivery Manager to oversee end-to-end IT services, including Service Desk operations, incident and problem management, and SLA/KPI governance.

You will collaborate with IT and business leaders to improve user experience, reliability, and compliance while guiding vendor performance and SOP development. The role requires 5+ years in IT service management or IT operations leadership, expertise in ITIL practices, and experience managing 24x7 teams.