Global Senior Manager - Service Delivery and Support

Weatherford; Houston (TX); On-site; USD 180,000 - 240,000; Full time

Job summary

Weatherford seeks a Global Senior Manager, Service Delivery and Support to lead end-to-end post-sale delivery and support for its Digital Product portfolio. You will oversee Delivery, Professional Services, Cloud Operations, Infrastructure, and Product Support globally to ensure successful customer implementations and SLA-driven support.

You will partner with Product, Engineering, Customer Success, Commercial, and regional teams to drive customer satisfaction, service quality, and scalable

Qualifications

• Experience leading cross-functional SaaS delivery teams.
• Proven SLA and incident management accountability.
• Ability to translate operational data into improvements.
• Experience with service management platforms: Zendesk, Rocketlane, Jira Service Management.
• Strong budgeting, planning, and performance management.
• Excellent stakeholder management and communication.

Responsibilities

• Lead end-to-end customer implementations from handoff to go-live and support.
• Oversee global support operations ensuring SLA compliance and satisfaction.
• Manage cloud operations including availability, security, and DR.
• Lead internal application support and coordinate with Product Engineering.
• Partner with product, engineering, success, and commercial teams for seamless delivery.
• Establish and improve delivery standards, reporting, and metrics.
• Drive tooling optimization across Zendesk, Rocketlane, and related systems.
• Monitor risk, compliance, and delivery performance.
• Manage budgets, capacity, and organizational scalability.
• Develop and lead high-performing global delivery and support teams.

Skills

Leadership

Cross-functional collaboration

SLA management

Customer-facing support

Budgeting & capacity planning

Operational analytics

Cloud operations

Education

Bachelor's degree in Business, IT, Engineering, CS or related

Master's degree (preferred)

PMP certification or equivalent

Tools

Zendesk

Rocketlane

Jira Service Management

Job description

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 to20%.

About Us

Weatherford is a leading global energy services company. Our world-class experts 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.