IT Service Delivery Leader — 24/7 Ops & ITIL Excellence

WesBanco Bank Inc.; Findlay (OH); On-site; USD 110,000 - 150,000; Full time

Job summary

WesBanco Bank Inc. in Findlay, OH is seeking an IT Service Delivery Manager to lead end-to-end IT service delivery across the Service Desk, incident management, and knowledge management.

You will govern SLA/KPI performance, coordinate with infrastructure, security, and application teams, and drive continuous improvement to user experience and reliability. The role requires at least 5 years of IT service management or IT operations leadership, strong ITIL knowledge, and experience managing teams

Qualifications

• 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.
• ITIL certification preferred.

Responsibilities

• Owns end-to-end IT service delivery including Service Desk, incident management, request fulfillment, and escalations.
• Defines, measures, and achieves SLAs/KPIs; publishes weekly and monthly reports for leadership.
• Leads Major Incident Management and rapid service restoration with clear stakeholder communication.
• Establishes ITIL-aligned processes and SOPs; maintains SOPs and knowledge articles.
• Plans staffing models and schedules to cover demand, including after-hours and weekends.

Skills

Leadership

Communication

Problem-solving

Time management

Training/mentoring

Education

Bachelor's degree in Information Technology, Business, or related field; or equivalent experience, preferred.

Tools

Microsoft Office Suite (Outlook, Word, PowerPoint, Excel)

Job description

WesBanco Bank Inc. in Findlay, OH is seeking an IT Service Delivery Manager to lead end-to-end IT service delivery across the Service Desk, incident management, and knowledge management.

You will govern SLA/KPI performance, coordinate with infrastructure, security, and application teams, and drive continuous improvement to user experience and reliability. The role requires at least 5 years of IT service management or IT operations leadership, strong ITIL knowledge, and experience managing teams