IT Service Delivery Leader (24x7, ITIL)

WesBanco Bank Inc.; Youngstown (OH); On-site; USD 110,000 - 150,000; 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, incident management, and knowledge management.

The role partners with IT and business leaders to improve user experience, reliability, and compliance across the organization. The ideal candidate has 5+ years in ITSM or IT operations leadership, strong ITIL expertise, and experience managing 24x7 teams and vendors.

Qualifications

• Bachelor's degree or equivalent experience in IT or related field.
• Minimum of 5 years in 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 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).
• 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 knowledge base and ensures documentation is used to accelerate resolution and enable self-service.

Skills

ITIL practices

IT Service Management

Leadership

Vendor management

Problem solving

Education

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

ITIL certification (preferred)

Tools

Windows/macOS

Networking

Cloud

Identity management

Job description

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

The role partners with IT and business leaders to improve user experience, reliability, and compliance across the organization. The ideal candidate has 5+ years in ITSM or IT operations leadership, strong ITIL expertise, and experience managing 24x7 teams and vendors.