IT Service Delivery Manager - Tech Ops & Finance - Bowie, MD

IT Service Delivery Manager

• Tech Ops & Finance
• Bowie, MD Back IT Service Delivery Manager
• Tech Ops & Finance #61-9247 Bowie, Maryland, United States X Facebook LinkedIn Email Copy Location This position is 100% remote within the Bank's footprint.

Employee will work full time remote outside of a WesBanco location (may occasionally attend in person meetings, although primary functions of the role are performed remotely) Market Mid-Atlantic Work Hours per Week 40 Requirements 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. Demonstrated expertise in ITIL practices (Incident, Request, Problem, Knowledge) Experience managing teams and third-party suppliers in a 24x7 environment. ITIL certification preferred. Job Description

SUMMARY:

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 adnce 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 ability required. 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 adnce, 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 ...For full information see follow application link. WesBanco is an Equal Opportunity, AA Employer. EOE//Disabled/Veteran