ServiceNow Operations – Delivery Lead

KLA

. Improve operational effectiveness, delivery execution, stakeholder engagement, and platform governance across ServiceNow products and capabilities .

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 coordinating ServiceNow development, administration, and CMDB teams while driving operational effectiveness and stakeholder engagement. Proficient in managing platform governance, backlog processes, and operational reporting to enhance delivery execution and decision-making.

Highest-signal resume keywords

ServiceNow CoordinationOperational ReportingStakeholder EngagementBacklog ManagementGovernance Practices

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

ServiceNow ProductsITSMCSMCMDBWorkflow AutomationReporting SolutionsRoadmap PlanningDependency TrackingRisk TrackingProcess Improvement

Soft Skills

CommunicationRelationship BuildingFacilitationCollaborationData-Driven Decision Making

Tools & Technologies

DashboardsKPI ReviewsStatus Reporting

Industry Keywords

Operational EffectivenessPlatform GovernanceDelivery ExecutionStakeholder EngagementProcess Owners

Tech Stack

Tools & technologies

ITSMServiceNow

About the role

Key responsibilities & impact

Improve operational effectiveness, delivery execution, stakeholder engagement, and platform governance across ServiceNow products and capabilities
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 in defining requirements and priorities
Coordinate backlog management and work intake processes
Facilitate business requirements gathering and solution discussions
Establish governance practices and promote standardized workflows and platform capabilities
Coordinate platform governance, demand management, prioritization frameworks, review boards, and decision-making processes
Drive consistency across ITSM, CSM, CMDB, workflow automation, and reporting solutions
Coordinate operational reporting and KPI reviews
Develop stakeholder-facing dashboards and status reporting
Support service health and service ownership initiatives
Track adoption and effectiveness of ServiceNow capabilities
Identify opportunities to improve platform delivery processes
Drive simplification, standardization, operational maturity, lessons learned, and improvement planning
Promote 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 the Midwest HQ in Ann Arbor, MI
Experience coordinating ServiceNow development, administration, and CMDB teams
Knowledge of ServiceNow products and capabilities, including ITSM, CSM, CMDB, workflow automation, reporting, and future platform capabilities
Experience with intake, triage, prioritization, roadmap planning, release readiness, dependency and risk tracking
Experience engaging business leaders, process owners, and technical teams
Experience supporting requirements definition, backlog management, work intake, governance, and process improvement
Experience with operational reporting, KPI reviews, dashboards, and status reporting

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