ServiceNow Operations & Delivery Lead

To make electronics, you need chips, wafers, transistors, reticles, and... To make these, you must see, test and manufacture them at scale—faster and better than ever before. That's where KLA comes in. Whether you're early in your career or an experienced professional, you'll solve complex challenges, work alongside brilliant minds and help shape the future of technology. Group/Division KLA's IT group supports business growth and productivity by connecting people, process and technology around the world.

We work to improve the technology that drives our business to thrive and focus on empowering employee use of technology. This integrated approach to customer service, creativity and technological excellence enhances employee productivity, business analytics and process excellence.

What You'll Do In this role, you will play a key part in advancing business priorities by delivering high-impact work across your area of expertise.

The Product Operations & Delivery Lead is a key leadership role within KLA's Service Now Platform team, responsible for improving operational effectiveness, delivery execution, stakeholder engagement, and platform governance across Service Now products and capabilities. This role serves as the primary operational liaison between platform development teams, business stakeholders, process owners, and platform leadership.

The position helps ensure that enhancement requests, strategic initiatives, operational work, and platform investments are appropriately prioritized, coordinated, tracked, and communicated.

The successful candidate will help drive adoption and business value across KLA's Service Now investments, including IT Service Management (ITSM), Customer Service Management (CSM), CMDB, workflow automation, reporting and future platform capabilities.

• Delivery Operations & Coordination
  • Coordinate delivery activities across Service Now development, administration, and CMDB teams
  • Drive visibility into team priorities, commitments, capacity, and progress
  • Facilitate intake, triage, and prioritization processes
  • Coordinate roadmap planning and release readiness activities
  • Track dependencies, risks, blockers, and cross-functional initiatives
  • Improve delivery predictability and execution discipline
• Stakeholder Engagement
  • Serve as the primary operational point of contact for Service Now stakeholders
  • Build relationships with business leaders, process owners, and technical teams
  • Facilitate discussions regarding priorities, roadmap decisions, and platform capabilities
  • Communicate platform strategy, delivery status, and operational metrics
  • Help restore and strengthen stakeholder confidence in the platform team
• Product & Process Enablement
  • Support Product Owners and Process Owners in defining requirements and priorities
  • Coordinate backlog management and work intake processes
  • Facilitate business requirements gathering and solution discussions
  • Help establish governance practices across Service Now products and capabilities
  • Promote adoption of standardized workflows and platform capabilities
• Service Now Governance
  • Coordinate platform governance activities
  • Support demand management and prioritization frameworks
  • Assist with platform review boards and decision-making processes
  • Support service catalog, request management, and process governance initiatives
  • Drive consistency across ITSM, CSM, CMDB, workflow automation, and reporting solutions
• Reporting & Operational Insights
  • Coordinate operational reporting and KPI reviews
  • Develop stakeholder-facing dashboards and status reporting
  • Support emerging service health and service ownership initiatives
  • Assist leadership in communicating platform value and outcomes
  • Track adoption and effectiveness of Service Now capabilities
• Continuous Improvement
  • Identify opportunities to improve platform delivery processes
  • Drive simplification and standardization efforts
  • Support operational maturity initiatives
  • Facilitate lessons learned and improvement planning activities
  • Promote data-driven decision making

• Bachelor's Level Degree and related work experience of 8 years
• Master's Level Degree and related work experience of 6 years or Doctorate (Academic) Degree and related work experience of 3 years

This is a Hybrid role requiring a minimum 3 days/week onsite at our Midwest HQ in Ann Arbor, MI

We provide advanced inspection tools, metrology systems, process solutions, and computational analytics that make electronics possible, tackling complex challenges. From electron and…