IT Service Delivery Lead — SLA & Incident Excellence

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

Job summary

WesBanco Bank Inc. seeks an IT Service Delivery Manager to lead end-to-end IT service delivery, Service Desk operations, and incident management. The role focuses on improving user experience, reliability, and compliance across ITIL-driven processes.

You will oversee SLA/KPI governance, major incident management, and collaboration with infrastructure, security, and application teams while mentoring Service Desk staff and driving a customer-first culture.

Qualifications

• Minimum 5 years of IT service management or IT operations leadership.
• Bachelor's degree in IT, Business, or related field; or equivalent experience.
• Proven experience managing 24x7 teams and third-party suppliers.
• ITIL certification preferred.

Responsibilities

• Owns day-to-day IT service delivery including Service Desk, incident management, and request fulfillment.
• Defines, measures, and publishes SLA/KPI performance reports.
• Leads Major Incident Management to restore service quickly.
• Develops and matures ITIL-aligned SOPs and procedures.
• Manages staffing models and schedules, including after-hours support.
• Oversees vendor performance and contract adherence.
• Drives continuous improvement using trend analysis and RCA.
• Maintains knowledge base and supports self-service.
• Coaches and conducts performance management for team.
• Promotes customer-first culture and effective communication.

Skills

ITIL practices

Leadership

Vendor management

Analytical thinking

Education

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

Tools

Microsoft Office

Windows/macOS

Networking

Cloud

Job description

WesBanco Bank Inc. seeks an IT Service Delivery Manager to lead end-to-end IT service delivery, Service Desk operations, and incident management. The role focuses on improving user experience, reliability, and compliance across ITIL-driven processes.

You will oversee SLA/KPI governance, major incident management, and collaboration with infrastructure, security, and application teams while mentoring Service Desk staff and driving a customer-first culture.