IT Service Delivery Leader: 24x7 Support & SLAs

WesBanco Bank Inc.; Ironton (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.

The role will drive SLAs/KPIs, manage major incidents, and partner with infrastructure, security, and applications teams to improve reliability and user experience. The candidate will establish ITIL-aligned processes, develop staffing plans (including after-hours support), and oversee vendor performance while promoting a

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.
• Proficient in Microsoft Office products including Outlook, Word, PowerPoint and Excel.
• Bachelor's degree in Information Technology, Business, or related field; or equivalent experience.
• Strong leadership, communication, and problem-solving skills.

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 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.

Skills

IT service management

Leadership

Vendor management

Communication

Knowledge management

Education

Bachelor's degree in Information Technology or related field

ITIL Certification

Tools

Microsoft Office

Outlook

Excel

PowerPoint

Word

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.

The role will drive SLAs/KPIs, manage major incidents, and partner with infrastructure, security, and applications teams to improve reliability and user experience. The candidate will establish ITIL-aligned processes, develop staffing plans (including after-hours support), and oversee vendor performance while promoting a