Global Head of Service Delivery & Support (SaaS/Cloud)

Weatherford; Georgia; On-site; USD 140,000 - 200,000; Full time

Job summary

Weatherford is seeking a Global Senior Manager, Service Delivery and Support to oversee end-to-end post-sale delivery, support, and performance across the Digital Product portfolio.

You will lead Delivery, Professional Services, Cloud Operations, Infrastructure, and Product Support globally, partnering with Product, Engineering, Customer Success, and regional teams to drive satisfaction and scalable growth.

Qualifications

• Bachelor’s degree in Business, IT, Engineering, CS, or related field.
• 7–12 years of experience in software delivery, professional services, technical support, or SaaS operations.
• Minimum 3 years leading cross-functional teams in SaaS, software, or enterprise technology.
• Experience managing software implementations from kickoff through go-live and ongoing support.
• Proven success leading customer-facing support organizations with SLA, escalation, and customer satisfaction accountability.
• Experience with service management and delivery platforms such as Zendesk, Rocketlane, Jira Service Management, or similar tools.
• Strong leadership experience managing geographically distributed teams and third-party service providers.
• Experience with budgeting, operational planning, process improvement, and performance management.
• Ability to analyze operational and customer data and translate insights into business and product improvements.
• Strong communication, stakeholder management, problem-solving, and cross-functional collaboration skills.

Responsibilities

• Lead end-to-end customer implementations from handoff through go-live, customer acceptance, and transition to support.
• Oversee global support operations, ensuring SLA compliance, escalation management, incident resolution, and customer satisfaction.
• Manage cloud operations, including system availability, security, disaster recovery, performance, and cost governance.
• Lead internal application support and collaborate with Product Engineering to maintain application stability and business alignment.
• Partner with Product, Engineering, Customer Success, Commercial, and third-party partners to ensure seamless service delivery and account continuity.
• Establish and improve delivery and support processes, standards, reporting, and operational metrics.
• Drive tooling optimization across platforms such as Zendesk, Rocketlane, WISE, and related service management systems.
• Monitor operational risks, compliance requirements, service quality, and delivery performance.
• Manage budgets, resource planning, workforce capacity, and organizational scalability.
• Develop and lead high-performing global teams across delivery, support, infrastructure, and professional services functions.

Skills

Leadership

Cross-functional teams

SLA management

Customer success

Operational analytics

Stakeholder management

Communication

Problem solving

Cloud operations

Service management

Education

Bachelor’s degree in Business, IT, Engineering, CS, or related field

Master’s degree preferred

Tools

Zendesk

Rocketlane

Jira Service Management

Job description

Weatherford is seeking a Global Senior Manager, Service Delivery and Support to oversee end-to-end post-sale delivery, support, and performance across the Digital Product portfolio.

You will lead Delivery, Professional Services, Cloud Operations, Infrastructure, and Product Support globally, partnering with Product, Engineering, Customer Success, and regional teams to drive satisfaction and scalable growth.