Remote IT Service Delivery Leader

WesBanco; Uniontown (OH); On-site; USD 90,000 - 130,000; Full time

Job summary

WesBanco seeks an IT Service Delivery Manager to lead end-to-end IT services, Service Desk operations, and governance for incidents, requests, problems, and knowledge management in a 100% remote role within the bank's footprint.

The role partners with IT and business leaders to improve user experience, reliability, and compliance, while guiding staffing and after-hours coverage in a banking environment.

Qualifications

• Bachelor’s degree in information technology, business, or related field, or equivalent experience.
• Minimum of 5 years IT service management or IT operations leadership with measurable outcomes.
• Demonstrated expertise in ITIL practices (Incident, Request, Problem, Knowledge).

Responsibilities

• Owns day-to-day IT service delivery including Service Desk, incident management, request fulfillment, and escalations.
• Defines, measures, and reports SLAs/KPIs; publishes dashboards for leadership.
• Leads Major Incident Management for rapid service restoration and clear communications.
• Establishes ITIL-aligned processes and SOPs.
• Plans staffing and schedules including after-hours/weekend support.
• Partners across infrastructure, security, and applications to expedite resolutions.
• Oversees vendor/partner performance and contract adherence.
• Drives continuous improvement through trend analysis and preventive actions.
• Maintains knowledge base and promotes self-service.

Skills

ITIL expertise

Leadership

Communication

Analytical thinking

Problem solving

Vendor management

Microsoft Office

IT infra knowledge

Education

Bachelor’s degree or equivalent experience

Tools

ITSM tools

Job description

WesBanco seeks an IT Service Delivery Manager to lead end-to-end IT services, Service Desk operations, and governance for incidents, requests, problems, and knowledge management in a 100% remote role within the bank's footprint.

The role partners with IT and business leaders to improve user experience, reliability, and compliance, while guiding staffing and after-hours coverage in a banking environment.