IT Service Delivery Lead — 24x7 SLA Focus

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

Job summary

WesBanco Bank Inc. is seeking an IT Service Delivery Manager in Cincinnati to lead end-to-end IT service delivery, including the Service Desk, incident management, and major incident response.

You will define SLAs/KPIs, publish performance reports, and drive ITIL-aligned processes across cross-functional teams. You will manage staffing, coordinate with infrastructure, security, and application teams, oversee vendor performance, and lead continuous improvement initiatives to enhance user

Qualifications

• Bachelor's degree in IT, 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).
• 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).
• 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; recognize high performers and address gaps.
• Promotes a customer-first culture that is stable under pressure, responsive to emergencies, and effective in communication.
• 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 the Known Error Database (KEDB) and ensure knowledge articles are linked to problems and incidents.
• Reports problem trends, RCAs, and remediation status to leadership with actionable insights.
• Owns the Knowledge Management process, ensuring consistent creation, peer review, and publication of technical and procedural content.

Skills

IT service management

Leadership

Vendor management

Incident management

Problem management

Knowledge management

Communication

Education

Bachelor's degree in IT or related field

Tools

Microsoft Office

Job description

WesBanco Bank Inc. is seeking an IT Service Delivery Manager in Cincinnati to lead end-to-end IT service delivery, including the Service Desk, incident management, and major incident response.

You will define SLAs/KPIs, publish performance reports, and drive ITIL-aligned processes across cross-functional teams. You will manage staffing, coordinate with infrastructure, security, and application teams, oversee vendor performance, and lead continuous improvement initiatives to enhance user