IT Service Delivery Manager - Tech Ops & Finance

wesbancocareers; Bowie (MD); On-site; USD 110,000 - 130,000; Full time

Benefits offered by this job

PTO 22 days

STD 5 days

11 holidays

1 float holiday

Job summary

WesBanco in Maryland seeks an IT Service Delivery Manager to lead end-to-end IT service delivery, including Service Desk, incident management, and knowledge management. This role drives SLAs/KPIs, vendor performance, and ITIL-aligned processes to improve user experience and reliability.

Strong leadership and 24x7 operations experience are essential. The candidate will oversee RCA efforts, maintain the knowledge base, and coach service delivery staff, fostering a customer-first culture and

Qualifications

• Bachelor's degree in IT, business, or related field, or equivalent experience.
• Minimum 5 years IT service management or IT operations leadership with measurable outcomes.
• Demonstrated expertise in ITIL Incident, Request, Problem, Knowledge.
• Experience managing teams and third-party suppliers in a 24x7 environment.
• Proficient in Microsoft Office with strong communication skills.

Responsibilities

• Owns day-to-day IT service delivery including Service Desk, incident management, and request fulfillment.
• Defines, measures, and reports SLAs and KPIs to leadership.
• Leads Major Incident Management and rapid service restoration.
• Establishes ITIL-aligned processes and SOPs.
• Plans staffing models and after-hours coverage.
• Manages vendor performance and contracts; negotiates improvements.
• Drives continuous improvement using trend analysis and preventive actions.
• Maintains knowledge base and ensures documentation supports self-service.
• Coaches and mentors Service Desk staff; recognizes high performers.
• Promotes customer-first culture and effective communication.
• Owns Problem Management governance and root cause analysis.
• Maintains Known Error Database and links to incidents.

Skills

ITIL practices

Leadership

Stakeholder communication

Team leadership

Problem solving

Strategic planning

Education

Bachelor’s degree (IT/Business)

ITIL certification

Tools

Microsoft Office

Job description

SUMMARY:

The IT Service Delivery Manageris responsible for the end-to-end delivery of IT services that enable business outcomes. This role leads Service Desk operations and drives excellence across incident, request, problem, and knowledge management; governs vendor performance; ensures adherence to Service Level Agreements (SLAs) and Key Performance Indicators (KPIs); and partners with IT and business leaders to continuously improve user experience, reliability, and compliance.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or abilityrequired. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

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; escalation chronic issues and negotiate improvements.

Drives continuous improvement through trend analysis, retrospectives, and implementation of preventive actions.

Maintains a high-quality, current 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; recognize high performers and address gaps.

Promotes a customer-first culture that is stable under pressure, responsive to emergencies, and effective in communication.

Owns the Problem Management process and governance, aligned to ITIL best practices.

Identifies,logs,prioritizes problems using incident trend data, severity, and business impact.

Leads Root Cause Analysis (RCA); ensure corrective and preventive actions are owned, tracked, andvalidated for effectiveness.

Maintains the Known Error Database (KEDB) andensure knowledge articles are linked to problems and incidents.

Reports problem trends, RCAs, and remediation status to leadership with actionable insights.

Owns the Knowledge Management process, ensuring consistent creation, peer review, and publication of technical and procedural content.

Establishes lifecycle governance for knowledge articles (creation, approval, revision, retirement) and enforce ownership andreview cadence.

Ensures the Knowledge Base isaccurate, searchable, and role-appropriate; drive "shift-left" and self-service adoption.

Analyzesticket data to identify knowledge gaps; prioritize new/updated articles that reduce mean time to resolve (MTTR) and repeat incidents.

Promotes a knowledge-sharing culture across IT and business support teams through enablement and recognition.

OTHER REQUIREMENTS:

Banking is a highly regulated industry and you will be expected to acquire and maintain a proficiency in the bank’spolicies and procedures, and adhere to all laws, rules and regulations that are applicable to your conduct and the work you will be performing. You will also be expected to complete all assigned compliance trainingin a timely manner.

Professional demeanor in appearance, interpersonal relations, work ethicand attitude.

Ability to interact effectively across all levels of the organization.

Demonstrated ability to manage multiple priorities and delegate effectively to meet critical deadlines underdifficult timereSTRAINTS.

Understandingofaccount documentation and retention requirements.

Excellent verbal and written skills and presentation skills with the ability to define and solve problems.

Team player with a positive outlook

Demonstrated leadership ability and skills.

Ability to work independently and meetcommunicated deadlines.

Excellent analytical,problem-solvingand decision-making skills.

Proficient in Microsoft Office products including Outlook, Word,PowerPoint and Excel.

Working knowledge of enterprise technologies (endpoints, Windows/Mac OS, networking, identity, collaboration, cloud).

Ability to learn other banking systems.

ADDITIONAL INFORMATION:

The wage range for theIT Service Delivery Managerpositionis $110,000 - $130,000annually.The position includes22daysof PTO (Paid Time Off),5 days of STD (Short Term Disability),11 annual paidholidaysand 1 float holiday.

WesBanco has an excellent benefits package to include medical, dental, and vision, Health Care Flexible Spending, Dependent Care Flexible Spending, Transportation Fringe Benefit Plan, Group Life, Long Term Disability, Optional Life, access tovoluntarybenefit products such as Cancer, Term & Universal Life, Accident, Short-Term Disability and Critical Illness policies, andother ancillary benefit products. WesBanco also offers 401(k) with employeematch.

Bachelor’s degree in Information Technology, Business, or related field; or equivalent experience, preferred.

Minimum of 5 years of IT service management or IT operations leadership with measurable outcomes,required.

Demonstratedexpertise in ITIL practices (Incident, Request, Problem, Knowledge).

Experience managing teams and third-party suppliers in a 24x7 environment.

ITIL certificationpreferred.