IT Service Delivery Lead — 24x7, SLA-Driven

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

Job summary

WesBanco Bank Inc. is seeking an IT Service Delivery Manager to lead end-to-end IT service delivery, including Service Desk, incident management, and customer-focused service improvements. You will define SLAs/KPIs, publish performance reports, and drive governance with IT and business leaders.

The role requires 5+ years in IT service management or IT operations leadership, strong ITIL expertise, and the ability to manage 24x7 environments with cross-functional collaboration and vendor oversight.

Qualifications

• Bachelor's degree in Information Technology, Business, or related field; or equivalent experience.
• Minimum of 5 years of IT service management or IT operations leadership with measurable outcomes.
• Demonstrated expertise in ITIL practices (Incident, Request, Problem, Knowledge).

Responsibilities

• Owns day-to-day IT service delivery including Service Desk, incident management, and escalations.
• Defines and reports SLAs/KPIs; publishes performance reports to leadership.
• Leads Major Incident Management to restore service quickly and communicate with stakeholders.
• Drives ITIL-aligned processes and SOPs.
• Manages staffing models and after-hours coverage.
• Liaises with infrastructure, security, and app teams to expedite resolution.
• Oversees vendor performance and contract adherence.
• Drives continuous improvement through trend analysis and preventive actions.

Skills

IT service management

ITIL practices

Vendor management

Leadership

Service Desk

Education

Bachelor's degree in Information Technology, Business, or related field

Tools

Microsoft Office

Job description

WesBanco Bank Inc. is seeking an IT Service Delivery Manager to lead end-to-end IT service delivery, including Service Desk, incident management, and customer-focused service improvements. You will define SLAs/KPIs, publish performance reports, and drive governance with IT and business leaders.

The role requires 5+ years in IT service management or IT operations leadership, strong ITIL expertise, and the ability to manage 24x7 environments with cross-functional collaboration and vendor oversight.