ServiceNow Operations & Delivery Lead

KLA

. Coordinate delivery activities across ServiceNow development, administration, and CMDB teams .

Posted 9/18/2026full-timeAnn Arbor • California • United StatesSenior💰 $111,100 - $162,967 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in ServiceNow operations, delivery governance, and stakeholder engagement, with a strong focus on process improvement and data-driven decision making. Proficient in managing platform capabilities, operational reporting, and facilitating cross-functional collaboration.

Highest-signal resume keywords

ServiceNow OperationsStakeholder EngagementGovernance PracticesDelivery Process ImprovementOperational Reporting

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

ServiceNow DevelopmentServiceNow AdministrationCMDB ManagementITSM KnowledgeCSM KnowledgeWorkflow AutomationReporting SkillsRequirements GatheringBacklog ManagementKPI Tracking

Soft Skills

CommunicationRelationship BuildingFacilitationCollaborationProblem Solving

Tools & Technologies

ServiceNow

Industry Keywords

Operational MaturityDemand ManagementProcess GovernanceRoadmap PlanningCross-Functional Initiatives

Tech Stack

Tools & technologies

ITSMServiceNow

About the role

Key responsibilities & impact

Coordinate delivery activities across ServiceNow development, administration, and CMDB teams
Drive visibility into team priorities, commitments, capacity, and progress
Facilitate intake, triage, prioritization, roadmap planning, and release readiness
Track dependencies, risks, blockers, and cross-functional initiatives
Serve as the primary operational point of contact for ServiceNow stakeholders
Build relationships with business leaders, process owners, and technical teams
Communicate platform strategy, delivery status, and operational metrics
Support Product Owners and Process Owners with requirements, priorities, backlog management, and work intake
Facilitate business requirements gathering and solution discussions
Establish governance practices and coordinate platform governance activities
Support demand management, prioritization frameworks, review boards, service catalog, request management, and process governance
Coordinate operational reporting and KPI reviews
Develop stakeholder-facing dashboards and status reporting
Track adoption and effectiveness of ServiceNow capabilities
Identify opportunities to improve delivery processes and drive simplification and standardization
Support operational maturity initiatives, lessons learned, improvement planning, and data-driven decision making

Requirements

What you’ll need

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
Minimum 3 days/week onsite at KLA's Midwest HQ in Ann Arbor, MI
Experience related to ServiceNow operations, delivery, governance, stakeholder engagement, and platform capabilities
Knowledge of ServiceNow products and capabilities including ITSM, CSM, CMDB, workflow automation, reporting, and future platform capabilities

Benefits

Comp & perks

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
Paid company holidays
Family care and bonding leave
Reasonable accommodation for qualified individuals with disabilities