Global Senior Manager – Service Delivery and Support

Weatherford; Georgia; Sur place; USD 140 000 - 200 000; Plein temps

Résumé du poste

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.

Responsabilités

• 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.

Connaissances

Leadership

Cross-functional teams

SLA management

Customer success

Operational analytics

Stakeholder management

Communication

Problem solving

Cloud operations

Service management

Formation

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

Master’s degree preferred

Outils

Zendesk

Rocketlane

Jira Service Management

Description du poste

Job Summary

The Global Senior Manager, Service Delivery and Support is responsible for the end-to-end post-sale delivery, support, and operational performance of Weatherford’s Digital Product portfolio. This role leads global Delivery, Professional Services, Cloud Operations, Infrastructure, and Product Support teams to ensure successful customer implementations, SLA-driven support, operational excellence, and scalable growth. The position partners closely with Product, Engineering, Customer Success, Commercial, and regional teams to drive customer satisfaction, service quality, process improvement, and product readiness.

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.

Education/Skills Required

Bachelor’s degree in Business, Information Technology, Engineering, Computer Science, 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 a SaaS, software, or enterprise technology environment.

Experience managing software implementations from project 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.

Education/Skills Preferred

Master’s degree in Business, Technology, Engineering, or related field.

Experience within the oil & gas, energy, industrial software, or operational technology sectors.

Knowledge of production surveillance, SCADA, reservoir management, well construction, or related digital energy platforms.

Familiarity with Weatherford products such as CygNet, ForeSite, PetroVisor, or comparable industry solutions.

PMP certification or equivalent project/delivery management certification.

Experience implementing knowledge management and self-service support strategies.

Advanced experience with cloud operations, IT service management, and enterprise support environments.

Travel Requirement:This role may require domestic and potentially international travel of up to 20%

About Us:

Weatherford is a leading global energy services company. Our world-class expert’s partner with customers to optimize their resources and realize the full potential of their assets. Across our operating locations, including manufacturing, research and development, service, and training facilities, operators choose us for strategic solutions that add efficiency, flexibility, and responsibility to any energy operation.

When you join Weatherford, you instantly feel connected to something bigger — a community that is grounded by our core values and driven to create innovative solutions for our customers. We celebrate each other’s successes, grow together, and learn from each other constantly. Individually, we are impressive. Together, we are unstoppable. We are One Weatherford.

Weatherford is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other characteristics protected by law.