Remote IT Service Delivery Manager: Incident & Service Desk

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

Job summary

WesBanco is seeking an IT Service Delivery Manager to oversee end-to-end IT service delivery with a focus on Service Desk operations, incident management, and knowledge management. The role drives SLA/KPI achievement, vendor governance, and continuous improvement to enhance user experience and reliability.

This is a 100% remote position within WesBanco's footprint, with potential in-person meetings as needed.

Qualifications

• Defines, measures, and achieves SLAs and KPIs for IT services.
• Leads Major Incident Management and coordinates communications.
• Establishes ITIL-aligned processes and SOPs.

Responsibilities

• Owns day-to-day IT service delivery including Service Desk, incident management, request fulfillment, and escalations.
• Publishes weekly and monthly service performance reports for leadership.
• Leads Major Incident Management, driving rapid service restoration and clear communications.
• Drives continuous improvement through trend analysis and preventive actions.
• Manages staffing models and after-hours/weekend coverage.
• Oversees vendor performance, contract adherence, and service credits.

Job description

WesBanco is seeking an IT Service Delivery Manager to oversee end-to-end IT service delivery with a focus on Service Desk operations, incident management, and knowledge management. The role drives SLA/KPI achievement, vendor governance, and continuous improvement to enhance user experience and reliability.

This is a 100% remote position within WesBanco's footprint, with potential in-person meetings as needed.