IT Service Delivery Manager - Tech Ops & Finance - Toledo, OH

IT Service Delivery Manager – Tech Ops & Finance (#23-9170)

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.

• Own day‑to‑day IT service delivery including Service Desk, incident management, request fulfillment, and escalations.
• Ensure SLAs/KPIs are defined, measured, and achieved; publish weekly and monthly service performance reports for leadership.
• Lead Major Incident Management, driving rapid service restoration and clear, timely stakeholder communications.
• Establish and mature ITIL‑aligned processes; document and socialize standard operating procedures (SOPs).
• Plan and manage staffing models and schedules to align coverage with demand (including after‑hours/weekend support).
• Partner with infrastructure, security, and application teams to expedite ticket resolution and remove systemic friction.
• Oversee vendor/partner performance, contract adherence, and service credits; escape chronic issues and negotiate improvements.
• Drive continuous improvement through trend analysis, retrospectives, and implementation of preventive actions.
• Maintain a high‑quality, current knowledge base and ensure documentation is used to accelerate resolution and enable self‑service.
• Coach, mentor, and conduct performance management for Service Desk and service delivery personnel; recognize high performers and address gaps.
• Promote a customer‑first culture that is stable under pressure, responsive to emergencies, and effective in communication.
• Own the Problem Management process and governance, aligned to ITIL best practices.
• Identify, log, and prioritize problems using incident trend data, severity, and business impact.
• Lead Root Cause Analysis (RCA); ensure corrective and preventive actions are owned, tracked, and validated for effectiveness.
• Maintain the Known Error Database (KEDB) and ensure knowledge articles are linked to problems and incidents.
• Report problem trends, RCAs, and remediation status to leadership with actionable insights.
• Own the Knowledge Management process, ensuring consistent creation, peer review, and publication of technical and procedural content.
• Establish lifecycle governance for knowledge articles (creation, approval, revision, retirement) and enforce ownership and review cadence.
• Ensure the Knowledge Base is accurate, searchable, and role‑appropriate; drive shift-left and self‑service adoption.
• Analyze ticket data to identify knowledge gaps; prioritize new/updated articles that reduce mean time to resolve (MTTR) and repeat incidents.
• Promote a knowledge‑sharing culture across IT and business support teams through enablement and recognition.

• 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.
• Proficient in Microsoft Office products (Outlook, Word, PowerPoint, Excel).
• Working knowledge of enterprise technologies (end‑points, Windows/Mac OS, networking, identity, collaboration, cloud).
• Ability to learn other banking systems.
• Excellent verbal and written skills and presentation skills with the ability to define and solve problems.
• Excellent analytical, problem‑solving, and decision‑making skills.
• Professional demeanor, interpersonal relations, work ethic, and attitude.
• Team player with a positive outlook.
• Demonstrated leadership ability and skills.
• Ability to work independently and meet communicated deadlines.
• Ability to interact effectively across all levels of the organization.
• Understanding of account documentation and retention requirements.
• Ability to manage multiple priorities and delegate effectively to meet critical deadlines under difficult time restraints.

• Banking is a highly regulated industry; you will be expected to acquire and maintain 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.
• You will also be expected to complete all assigned compliance training in a timely manner.

• Location:
  
  100% remote within the Bank's footprint; employee works full‑time remote outside of a Wes Banco location (may occasionally attend in‑person meetings).
• Work Hours per Week: 40
• Full‑time Position
• Job : #23-9170