IT Service Delivery Leader - 24/7 Operations

WesBanco Bank Inc.; Naples (FL); On-site; USD 120,000 - 150,000; Full time

Job summary

WesBanco Bank Inc. in Naples, FL is seeking an IT Service Delivery Manager to lead end-to-end IT service delivery, including Service Desk, incident management, and knowledge management.

You will partner with IT and business leaders to improve user experience, reliability, and compliance while ensuring SLAs and KPIs are met across the enterprise. The role requires at least 5 years in IT service management or operations leadership, strong ITIL expertise, and experience managing 24x7 teams and

Qualifications

• 5+ years of IT service management or IT operations leadership.
• Proven experience in leading Service Desk and incident management.
• Familiarity with ITIL practices (Incident, Request, Problem, Knowledge).

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.

Skills

IT service management

ITIL

Leadership

Vendor management

Incident management

SLA KPI governance

Education

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

ITIL certification

Tools

Microsoft Office

Job description

WesBanco Bank Inc. in Naples, FL is seeking an IT Service Delivery Manager to lead end-to-end IT service delivery, including Service Desk, incident management, and knowledge management.

You will partner with IT and business leaders to improve user experience, reliability, and compliance while ensuring SLAs and KPIs are met across the enterprise. The role requires at least 5 years in IT service management or operations leadership, strong ITIL expertise, and experience managing 24x7 teams and