IT Service Delivery Manager – 24/7 Ops & Excellence

WesBanco Bank Inc.; Columbus (OH); On-site; USD 110,000 - 170,000; Full time

Job summary

WesBanco Bank Inc. in Columbus, OH, seeks an IT Service Delivery Manager to lead Service Desk operations and end-to-end IT service delivery, aligning with SLAs, KPIs, and governance.

The role drives incident, problem, knowledge management, vendor performance, and continuous improvement, partnering with IT and business leaders to enhance reliability and user experience. Minimum 5 years in IT service management with ITIL expertise; 24x7 environment experience; bachelor's degree preferred.

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.
• ITIL certification preferred.

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 SOPs.
• Plans and manages staffing models and schedules to align coverage with demand (including after-hours/weekend support).
• Oversees vendor/partner performance, contract adherence, and service credits; escalates chronic issues and negotiate improvements.

Skills

Service Desk

Incident management

Problem solving

Knowledge management

Communication

Leadership

ITIL practices

Education

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

Tools

SOP documentation

Microsoft Office

Job description

WesBanco Bank Inc. in Columbus, OH, seeks an IT Service Delivery Manager to lead Service Desk operations and end-to-end IT service delivery, aligning with SLAs, KPIs, and governance.

The role drives incident, problem, knowledge management, vendor performance, and continuous improvement, partnering with IT and business leaders to enhance reliability and user experience. Minimum 5 years in IT service management with ITIL expertise; 24x7 environment experience; bachelor's degree preferred.