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Manager, Western Hemisphere IT Service Delivery
Helmerich & Payne
Lead regional IT service delivery across the Americas
12d ago
Expert & Leadership (13+ years)
Full Time
Tulsa, OK
Hybrid
Company Size
5,000 Employees
Service Specialisms
Drilling Services
Technology Solutions
Automated Drilling Systems
Oilfield Services
Energy Solutions
Sector Specialisms
Energy
Oil & Gas
U.S. Land Drilling
Offshore Drilling
International Land Drilling
Role
What you would be doing
service desk
process standardization
kpi tracking
performance monitoring
stakeholder management
reporting
- Develop and implement standardized service delivery models and procedures across all American regions and support teams.
- Ensure consistent processes and high-quality support in:
- Support career development and training initiatives to build team capability and engagement.
- Facilitate global knowledge sharing and best practice adoption.
- Lead the development and implementation of a global 24/7 Service Desk experience.
- Collaborate with Eastern Hemisphere IT leadership to align service delivery models globally.
- Deliver clear, concise reports to IT leadership detailing accomplishments, challenges, and opportunities for improvement.
- Ensure support coverage through phone, email, and ticketing systems to meet the needs of a geographically diverse workforce.
- Monitor and optimize service desk performance, responsiveness and user satisfaction.
- Provide regular reporting and insights to senior leadership on service performance and improvement opportunities.
- Lead the end-to-end delivery of IT services across North, Central, and South America.
- Foster a collaborative and high-performance culture across geographically dispersed teams.
- Set clear goals and objectives for regional support teams aligned with business priorities.
- Standardize processes and procedures to ensure seamless support across time zones and geographies.
- In-country IT support teams across the Americas
- Partner closely with key business stakeholders to ensure operational alignment and responsiveness to business needs.
- Provide leadership, coaching, and mentorship to team leaders and individual contributors.
- Ensure regional teams follow consistent procedures, tools, and performance expectations.
- Establish and track key performance indicators (KPIs) to measure service quality, responsiveness, and customer satisfaction.
- Communicate effectively with the business during IT outages, providing timely updates and resolution plans.
What you bring
itil
bachelor's it
technical support
global support
leadership
problem-solving
- Proven experience managing IT support teams across multiple regions or countries, and differing time zones.
- Technical Support Services (end-user computing lifecycle, asset management, OS maintenance, software deployments, A/V experience, white-glove support)
- Bachelor’s degree in Information Technology, Computer Science, or related field.
- Experience implementing global support models and standardizing service delivery.
- Strong knowledge of ITIL frameworks, best practices and service management platforms.
- Fluent in English; Spanish preferred.
- Strong leadership, communication (verbal and written), and stakeholder engagement skills.
- Proven track record in accomplishing objectives and outcomes through leaders and their teams.
- Overall IT support responsiveness and end-user experience
- Experience leading and managing organizational change is essential.
- Excellent problem-solving skills and ability to think outside the box.
- 8+ years of experience in IT service delivery or operations, with 3+ years in a leadership role.
- Disability Coverage
- Educational Assistance
- Comprehensive medical, dental, vision, and life insurance
- Employee Assistance Program
- Learning & Development Opportunities
- Flex-scheduling available for qualifying positions to achieve work-life integration
- 401k match
- Paid Leave Plans
- Flexible Spending or Health Savings Accounts
- Parental & Adoption Benefits
Information not given or found
Interview process
Information not given or found
Visa SponsorshipInformation not given or found
Security clearanceInformation not given or found
Company
Overview
1929
Year Founded
The company was established in 1929, marking the start of its legacy in the energy sector.
- A leader in technologically advanced drilling rigs and services.
- Global presence focused on oil and gas exploration and production.
- Rigs designed for safety, precision, and efficiency in harsh conditions.
- Serve major energy companies worldwide, offering land and offshore drilling services.
- Consistently invest in innovation, including automation and digital technologies.
- Market expertise built on decades of experience in diverse drilling environments.
- Provide maintenance and repair services to keep operations running smoothly.
- Demonstrated solid growth in an evolving energy market.
- Safety: We are committed to a safe and healthy work environment and constantly strive to meet the highest standards in safety.
- Integrity: We operate with the highest ethical standards, showing respect for others and transparency in our business activities.
- Customer Focus: We deliver value to our customers by understanding their needs and providing innovative, high-quality solutions.
- Excellence: We are dedicated to continuous improvement, maintaining a strong focus on quality, performance, and results.
- Teamwork: We collaborate effectively across teams and functions to achieve shared success and operational excellence.
- Accountability: We take responsibility for our actions and decisions and hold ourselves and others accountable.
2040 Target
Net Zero Emissions
Aims to achieve net-zero greenhouse gas emissions by 2040 through strategic initiatives.
- Invests in renewable energy sources and energy-efficient technologies to promote sustainability.
- Reduces carbon intensity through efficiency measures in operations.
- Works to minimize water usage, particularly in water-scarce areas.
- Implements waste reduction and recycling programs to limit landfill impact.
- Gender Diversity: Helmerich & Payne has focused on increasing female representation, with women holding leadership positions across the company.
- Workforce Representation: The company works towards diversifying its workforce with specific targets for underrepresented groups.
- Employee Resource Groups: These groups aim to provide support, networking, and development opportunities for diverse employees.
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