IT Service Delivery Leader: 24x7 ITIL & SLA Expert

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

Job summary

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

You will govern SLAs/KPIs, oversee major incident response, and drive ITIL-aligned processes with cross-functional partners to improve reliability and user experience. The role requires strong leadership, vendor management, and a track record of 24x7 operations management.

Qualifications

• Bachelor's degree (or equivalent experience) in IT, Business, or related field.
• Minimum 5 years of 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.
• Defines, measures, and publishes SLAs/KPIs; reports performance to leadership.
• Leads Major Incident Management and rapid service restoration; ensures timely communications.
• Establishes and socializes ITIL-aligned SOPs and processes.
• Plans staffing models and schedules to align with demand, including after-hours/weekends.
• Partners with infrastructure, security, and application teams to expedite resolution.
• Oversees vendor/partner performance, contract adherence, and service credits.
• Drives continuous improvement via trend analysis and preventive actions.
• Maintains knowledge base; promotes self-service and shift-left initiatives.
• Coaches and mentors Service Desk staff; recognizes high performers.
• Promotes customer-first culture; manages emergencies and communications.

Skills

Analytical skills

Problem-solving

Decision-making

Leadership

Interpersonal communication

Team collaboration

Documentation and knowledge sharing

MS Office proficiency

Education

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

Tools

Microsoft Office

Outlook

Word

PowerPoint

Excel

Job description

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

You will govern SLAs/KPIs, oversee major incident response, and drive ITIL-aligned processes with cross-functional partners to improve reliability and user experience. The role requires strong leadership, vendor management, and a track record of 24x7 operations management.