ServiceNow Operations & Delivery Lead

KLA-Belgium; Ann Arbor (MI); On-site; USD 111,000 - 163,000; Full time

Job summary

KLA is seeking a Product Operations & Delivery Lead to drive operational excellence across the ServiceNow platform. You will coordinate delivery, manage stakeholder expectations, and enable product and process improvements across ITSM, CSM, and CMDB.

This hybrid role requires on-site presence at our Midwest HQ in Ann Arbor, MI three days per week, and offers the opportunity to influence platform governance, reporting, and continuous improvement initiatives that deliver measurable business value.

Qualifications

• Bachelor's Degree with 8 years' related experience.
• Master's degree with 6 years' experience or Doctorate with 3 years' experience.

Responsibilities

• Delivery Operations & Coordination across ServiceNow teams.
• Stakeholder Engagement as primary operational contact.
• Product & Process Enablement through requirements and backlog.
• ServiceNow Governance and prioritization practices.
• Reporting & Operational Insights with dashboards and KPIs.
• Continuous Improvement and data-driven decision making.

Skills

Delivery Operations

Stakeholder Engagement

Product Enablement

ServiceNow Governance

Reporting & Insights

Continuous Improvement

Education

Bachelor's Degree + 8 yrs

Master's Degree + 6 yrs

Doctorate + 3 yrs

Tools

ServiceNow

Job description

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 ServiceNow Platform team, responsible for improving operational effectiveness, delivery execution, stakeholder engagement, and platform governance across ServiceNow 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 ServiceNow investments, including IT Service Management (ITSM), Customer Service Management (CSM), CMDB, workflow automation, reporting and future platform capabilities.

Key Responsibilities

• Delivery Operations & Coordination
  • Coordinate delivery activities across ServiceNow 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 ServiceNow 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 ServiceNow products and capabilities
  • Promote adoption of standardized workflows and platform capabilities
• ServiceNow 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 ServiceNow 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

Minimum Qualifications

• 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

About KLA

We provide advanced inspection tools, metrology systems, process solutions, and computational analytics that make electronics possible, tackling complex challenges. From electron and photon optics to machine learning and data analytics, we seek perfection at the most fundamental level of matter in the universe. If you want to make electronics that push industries forward and make the world a better place, join us.

Total Rewards Base Pay Range: $111,100.00 - $162,967.00 Annually Primary Location: USA-MI-Ann Arbor-KLA KLA’s total rewards package for employees may also include participation in performance incentive programs and eligibility for additional benefits including but not limited to: medical, dental, vision, life, and other voluntary benefits, 401(K) including company matching, employee stock purchase program (ESPP), student debt assistance, tuition reimbursement program, development and career growth opportunities and programs, financial planning benefits, wellness benefits including an employee assistance program (EAP), paid time off and paid company holidays, and family care and bonding leave. Interns are eligible for some of the benefits listed.

Use of AI Statement

At KLA, our interviews seek to understand your individual skills, problem-solving approach and authentic thinking. To ensure a fair and consistent evaluation, the use of AI, recording tools or other technologies to generate, suggest or provide responses during interviews—whether virtual or in person is not permitted unless explicitly approved in advance as part of a reasonable accommodation or invited by the interviewer. Use of these tools may interfere with our ability to evaluate your individual qualifications and affect your candidacy. KLA is committed to advancing innovation through responsible AI, and we value candidates who share this mindset.

Equal Opportunity Statement

KLA is proud to be an Equal Opportunity Employer. We will ensure that qualified individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us at [e-mail] or at [phone] to request accommodation. For additional information, view the US Know Your Rights poster on the U.S. Equal Employment Opportunity Commission website. We do not accept resumes from headhunters, placement agencies, or other suppliers that have not signed a formal agreement with us.

Additional Information

Be aware of potentially fraudulent job postings or suspicious recruiting activity by persons that are currently posing as KLA employees. KLA never asks for any financial compensation to be considered for an interview, to become an employee, or for equipment. Further, KLA does not work with any recruiters or third parties who charge such fees either directly or on behalf of KLA. Please ensure that you have searched KLA’s Careers website for legitimate job postings. KLA follows a recruiting process that involves multiple interviews in person or on video conferencing with our hiring managers. If you are concerned that a communication, an interview, an offer of employment, or that an employee is not legitimate, please send an email to [e-mail] to confirm the person you are communicating with is an employee. We take your privacy very seriously and confidentially handle your information.