IT Service Delivery Manager - Tech Ops & Finance

WesBanco Bank, Inc. • Ann Arbor, MI

13d

About The Position

The IT Service Delivery Manager is 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.

Requirements

• Minimum of 5 years of IT service management or IT operations leadership with measurable outcomes, required.
• Demonstrated expertise in ITIL practices (Incident, Request, Problem, Knowledge)
• Experience managing teams and third-party suppliers in a 24x7 environment.
• Professional demeanor in appearance, interpersonal relations, work ethic and attitude.
• Ability to interact effectively across all levels of the organization.
• Demonstrated ability to manage multiple priorities and delegate effectively to meet critical deadlines under difficult time restraints.
• Understanding of account 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 meet communicated deadlines.
• Excellent analytical, problem-solving and 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.

Nice To Haves

• Bachelor’s degree in Information Technology, Business, or related field; or equivalent experience, preferred.
• 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 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; escalate 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, and prioritizes problems using incident trend data, severity, and business impact.
• Leads Root Cause Analysis (RCA); ensure corrective and preventive actions are owned, tracked, and validated for effectiveness.
• Maintains the Known Error Database (KEDB) and ensure 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 and review cadence.
• Ensures the Knowledge Base is accurate, searchable, and role-appropriate; drive "shift-left" and self-service adoption.
• Analyzes ticket 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.

Benefits

• Acquire and maintain a proficiency in the bank’s policies and procedures, and adhere to all laws, rules and regulations that are applicable to your conduct and the work you will be performing.
• Complete all assigned compliance training in a timely manner.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: Associate degree