IT Service Delivery Lead: SLA-Driven, 24/7 Ops

WesBanco Bank Inc.; Parkersburg (WV); On-site; USD 95,000 - 125,000; 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 operations, incident and problem management, and knowledge governance.

You will drive performance against SLAs and KPIs while partnering with IT and business leaders to improve user experience, reliability, and compliance. The role requires 5+ years in IT service management or operations leadership, strong ITIL expertise, and experience managing 24x7 teams and third-party

Qualifications

• Bachelor's degree in Information Technology, Business, or related field; or equivalent experience, preferred.
• Minimum of 5 years of IT service management or IT operations leadership with measurable outcomes, required.
• 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 standard operating procedures (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, current 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.
• Establishes lifecycle governance for knowledge articles (creation, approval, revision, retirement) and enforce ownership and review cadence.
• Ensures the Knowledge Base is accurate, searchable, and role-appropriate; drive "shift-left" and self-service adoption.
• Analyzes ticket data to identify knowledge gaps; prioritize new/updated articles that reduce mean time to resolve (MTTR) and repeat incidents.
• Promotes a knowledge-sharing culture across IT and business support teams through enablement and recognition.

Skills

Service Desk

Incident Management

Problem Management

Knowledge Management

Vendor Management

SLA/KPI

ITIL

Team Leadership

Education

Bachelor's degree or equivalent experience

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 operations, incident and problem management, and knowledge governance.

You will drive performance against SLAs and KPIs while partnering with IT and business leaders to improve user experience, reliability, and compliance. The role requires 5+ years in IT service management or operations leadership, strong ITIL expertise, and experience managing 24x7 teams and third-party