IT Service Delivery Lead for 24/7 ITIL Excellence

WesBanco Bank Inc.; Frankfort (KY); On-site; USD 90,000 - 130,000; Full time

Job summary

WesBanco Bank Inc. seeks an IT Service Delivery Manager to lead end-to-end IT service delivery, including Service Desk operations, incident management, and knowledge management.

You will drive SLA/KPI governance, partner with business leaders, and mentor a 24x7 operations team to improve reliability and user experience. The role requires 5+ years in IT service management, strong ITIL expertise, and the ability to manage vendor performance while controlling costs and risk in a regulated banking

Qualifications

• Bachelor's degree in IT, Business, or related field; or equivalent experience.
• Minimum of 5 years IT service management or IT operations leadership.
• Demonstrated expertise in ITIL practices (Incident, Request, Problem, Knowledge).
• Experience managing teams and third-party suppliers in a 24x7 environment.
• ITIL certification preferred.

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 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.

Skills

IT service management

Incident management

Service Desk

Vendor management

SLA KPI reporting

ITIL processes

Knowledge management

Root Cause Analysis

Stakeholder communication

Team leadership

Education

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

Tools

Microsoft Office

Windows/macOS

Cloud

Networking

Identity management

Job description

WesBanco Bank Inc. seeks an IT Service Delivery Manager to lead end-to-end IT service delivery, including Service Desk operations, incident management, and knowledge management.

You will drive SLA/KPI governance, partner with business leaders, and mentor a 24x7 operations team to improve reliability and user experience. The role requires 5+ years in IT service management, strong ITIL expertise, and the ability to manage vendor performance while controlling costs and risk in a regulated banking