IT Service Delivery Leader: ITIL-Driven, 24x7 Ops

WesBanco Bank Inc.; Fort Lauderdale (FL); On-site; USD 120,000 - 180,000; Full time

Job summary

WesBanco Bank Inc. in Fort Lauderdale, FL seeks an IT Service Delivery Manager to lead end-to-end IT service delivery, including the Service Desk, incident, request, problem, and knowledge management, while governing SLAs/KPIs and vendor performance.

You will partner with IT and business leaders to improve user experience, reliability, and compliance, and mentor service delivery teams in a high-stakes banking environment.

Qualifications

• Bachelor's degree in Information Technology, Business, or related field or equivalent experience.
• Minimum 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.
• Strong communication, leadership, and organizational skills.
• Ability to document, publish SOPs, and drive metrics-based improvements.

Responsibilities

• Own day-to-day IT service delivery including Service Desk, incident management, request fulfillment, and escalations.
• Define, measure, and publish weekly/monthly service performance reports.
• Lead Major Incident Management to restore service rapidly and communicate to stakeholders.
• Establish ITIL-aligned processes; create and socialize SOPs.
• Plan staffing models and schedules to cover demand, including after-hours support.
• Collaborate with infrastructure, security, and application teams to speed resolution.
• Oversee vendor/partner performance, contracts, and service credits.
• Drive continuous improvement via trend analysis and preventive actions.
• Maintain knowledge base; ensure documentation accelerates resolution and self-service.
• Coach and develop Service Desk and delivery staff; recognize top performers.
• Promote customer-first culture and effective communication under pressure.
• Own Problem Management governance; prioritize problems using data.
• Lead RCA and ensure corrective actions are tracked and effective.
• Maintain Known Error Database and link knowledge to incidents.
• Ensure lifecycle governance for knowledge articles and self-service adoption.
• Drive shift-left initiatives to reduce MTTR and repeated incidents.

Skills

IT service management

ITIL practices

Leadership

Stakeholder communication

Incident management

Problem management

Knowledge management

Vendor management

Process improvement

Documentation

Education

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

ITIL certification

5+ years IT service management leadership

Tools

Microsoft Office

Windows & Mac OS

ITSM software

Service Desk software

Job description

WesBanco Bank Inc. in Fort Lauderdale, FL seeks an IT Service Delivery Manager to lead end-to-end IT service delivery, including the Service Desk, incident, request, problem, and knowledge management, while governing SLAs/KPIs and vendor performance.

You will partner with IT and business leaders to improve user experience, reliability, and compliance, and mentor service delivery teams in a high-stakes banking environment.