IT Service Delivery Lead — 24x7 Reliability & ITIL Excellence

WesBanco Bank Inc.; Chattanooga (TN); On-site; USD 90,000 - 120,000; Full time

Job summary

WesBanco Bank Inc. is seeking an IT Service Delivery Manager to oversee the end-to-end delivery of IT services that enable business outcomes.

You will lead Service Desk operations, manage incident, request, problem, and knowledge management, and govern vendor performance to meet SLAs and KPIs. The role partners with IT and business leaders to continuously improve user experience, reliability, and regulatory compliance, while coaching teams and maintaining a knowledge-centric, customer-first

Qualifications

• 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.
• Proficient in Microsoft Office produkter and enterprise tech awareness.
• Banking industry familiarity and policy adherence preferred.

Responsibilities

• Owns day-to-day IT service delivery including Service Desk, incident management, request fulfillment, and escalations.
• Defines, measures, and reports SLAs/KPIs; publishes weekly/monthly performance reports.
• Leads Major Incident Management and rapid service restoration; ensures clear stakeholder communications.
• Establishes ITIL-aligned processes and socializes SOPs across the organization.
• Plans staffing models and schedules to align coverage with demand, including after-hours support.
• Partner with infrastructure, security, and application teams to expedite resolution.
• Oversees vendor/partner performance, contract adherence, and service credits.
• Drives continuous improvement through trend analysis, RCA, and preventive actions.
• Maintains knowledge base; promotes self-service and shift-left initiatives.
• Coaches and mentors Service Desk personnel; recognizes top performers.
• Owns Knowledge Management and lifecycle governance for knowledge articles.

Skills

IT service mgmt

ITIL practices

Leadership

Vendor management

MS Office

Knowledge mgmt

Education

Bachelor's degree in IT, Business, or related field

Equivalent experience

Tools

ITIL

Job description

WesBanco Bank Inc. is seeking an IT Service Delivery Manager to oversee the end-to-end delivery of IT services that enable business outcomes.

You will lead Service Desk operations, manage incident, request, problem, and knowledge management, and govern vendor performance to meet SLAs and KPIs. The role partners with IT and business leaders to continuously improve user experience, reliability, and regulatory compliance, while coaching teams and maintaining a knowledge-centric, customer-first