IT Service Delivery Leader: SLA & 24x7 Excellence

WesBanco Bank Inc.; Huntington (WV); On-site; USD 90,000 - 120,000; Full time

Job summary

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

The role focuses on delivering reliable, compliant services and coordinating across infrastructure, security, and applications teams to resolve issues swiftly. The ideal candidate has strong ITIL expertise, at least five years in IT service leadership, and experience managing internal staff and third-party vendors

Qualifications

• Minimum 5 years IT service management or IT operations leadership.
• Experience managing teams and third-party suppliers in a 24x7 environment.
• Demonstrated expertise in ITIL practices (Incident, Request, Problem, Knowledge).
• Bachelor's degree preferred in IT/Business.

Responsibilities

• Owns day-to-day IT service delivery including Service Desk, incident management, request fulfillment, and escalations.
• Defines, measures, and publishes SLAs/KPIs for leadership.
• Leads Major Incident Management, driving rapid service restoration and clear stakeholder communications.
• Establishes ITIL-aligned processes; documents SOPs.
• Plans staffing models and schedules to align coverage with demand (including after-hours/weekend support).
• Partners with infrastructure, security, and application teams to expedite resolution and reduce friction.
• Oversees vendor/performance, contracts, and service credits; escalates issues.
• Drives continuous improvement through trend analysis and RCA implementations.
• Maintains knowledge base and promotes knowledge sharing across teams.
• Coaches and mentors Service Desk staff; recognizes high performers and addresses gaps.

Skills

Service Desk Management

ITIL Expertise

Vendor Management

Leadership

SLA/KPI Governance

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 the end-to-end IT service delivery, including Service Desk operations, incident handling, and knowledge management.

The role focuses on delivering reliable, compliant services and coordinating across infrastructure, security, and applications teams to resolve issues swiftly. The ideal candidate has strong ITIL expertise, at least five years in IT service leadership, and experience managing internal staff and third-party vendors