IT Service Delivery Leader - ITIL & 24/7 Support

WesBanco Bank Inc.; Ross Township (Allegheny County); 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 across the Service Desk, incidents, requests, and problem management.

You will drive SLA/KPI adherence, mentor service desk staff, coordinate with infrastructure and security teams, and manage vendor performance to ensure reliable, compliant IT services for the business. This role requires ITIL expertise, 5+ years of leadership in IT operations, and strong communication skills to align IT with

Qualifications

• 5+ years in IT service management or IT operations leadership with measurable outcomes.
• Expertise in ITIL disciplines: Incident, Request, Problem, Knowledge.
• Experience managing teams and third-party suppliers in a 24x7 environment.
• Proficient in Microsoft Office products and report publishing.

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.
• Leads Major Incident Management, driving rapid service restoration and clear, timely stakeholder communications.
• Oversees vendor/partner performance, contract adherence, and service credits; escalates chronic issues.
• Promotes knowledge management and maintains the knowledge base for faster resolution.

Skills

ITIL

Incident management

Service Desk

Leadership

Vendor management

SLA/KPI reporting

Change management

Knowledge management

Root Cause Analysis

Communication

Team coaching

Education

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

Tools

Microsoft Office

Job description

WesBanco Bank Inc. is seeking an IT Service Delivery Manager to lead end-to-end IT service delivery across the Service Desk, incidents, requests, and problem management.

You will drive SLA/KPI adherence, mentor service desk staff, coordinate with infrastructure and security teams, and manage vendor performance to ensure reliable, compliant IT services for the business. This role requires ITIL expertise, 5+ years of leadership in IT operations, and strong communication skills to align IT with