Sr. Manager - ServiceNow Team

Company Overview

KLA is a global leader in diversified electronics for the semiconductor manufacturing ecosystem. Virtually every electronic device in the world is produced using our technologies. No laptop, smartphone, wearable device, voice-controlled gadget, flexible screen, VR device or smart car would have made it into your hands without us. KLA invents systems and solutions for the manufacturing of wafers and reticles, integrated circuits, packaging, printed circuit boards and flat panel displays.

The innovative ideas and devices that are advancing humanity all begin with inspiration, research and development. KLA focuses more than average on innovation and we invest 15% of sales back into R&D. Our expert teams of physicists, engineers, data scientists and problem-solvers work together with the world's leading technology providers to accelerate the delivery of tomorrow's electronic devices. Life here is exciting and our teams thrive on tackling really hard problems.

There is never a dull moment with us.

Group/Division

The Information Technology (IT) group at KLA is involved in every aspect of the global business. IT's mission is to enable business growth and productivity by connecting people, process, and technology. It focuses not only on enhancing the technology that enables our business to thrive but also on how employees use and are empowered by technology. This integrated approach to customer service, creativity and technological excellence enables employee productivity, business analytics, and process excellence.

Job Description/Preferred Qualifications

We are seeking an experienced Sr. Service Now Team Manager to lead our enterprise Service Now development, implementation, and support teams. This role requires a seasoned professional who combines deep technical expertise in the Service Now platform with proven people management capabilities. The successful candidate will be responsible for driving technical excellence while fostering team growth and ensuring successful delivery of Service Now solutions across our global organization.

This is a hybrid role and will be based at our Midwest Corporate HQ in Ann Arbor, MI

Key Responsibilities:

Technical Leadership

• Provide technical direction and architectural guidance for Service Now implementations across multiple modules

• Lead complex Service Now projects including upgrades, integrations, and custom application development

• Oversee CMDB strategy, data governance, and accuracy initiatives to ensure reliable IT asset visibility

• Ensure adherence to Service Now best practices, coding standards, and governance frameworks

• Review and approve technical designs, workflows, and customizations

• Stay current with Service Now platform updates, new features, and emerging capabilities

People Management

• Manage, mentor, and develop a team of Service Now administrators, developers, and analysts

• Conduct performance reviews, set goals, and create individual development plans

• Foster a collaborative, innovative team culture focused on continuous learning

• Provide coaching and technical guidance to team members at various skill levels

• Manage resource allocation and workload distribution across the team

Operational Excellence

• Oversee day-to-day Service Now platform operations, maintenance, and support

• Ensure SLA compliance and maintain high service quality standards

• Lead incident response and problem resolution for platform issues

• Manage vendor relationships and coordinate with Service Now support when needed

• Develop and maintain team documentation, procedures, and knowledge base

Strategic Planning

• Lead the Service Now roadmap planning and technology strategy

• Develop and maintain analytics frameworks to measure team performance and platform effectiveness

• Create executive-level dashboards and reports to demonstrate business value and ROI

• Identify opportunities for process improvement and automation using data-driven insights

• Support business stakeholders in defining requirements and solution approaches

Minimum Qualifications

Education & Experience

• Bachelor's degree or equivalent experience in Computer Science, Information Technology, Engineering, or related technical field

• Minimum three (3)…