Overview
In this role you will own and lead the SLA Customer Success platform within the Service Supply Chain, driving visibility and accountability for service performance. You will partner with global teams to standardize governance, track SLA adherence, and define KPIs that guide improvements, especially for billable divisions. You will design reporting tools and dashboards, translate gaps into actionable plans, and provide data-driven insights to boost customer success. This position sits at the heart of improving service delivery in a fast-growing semiconductor services environment.
Pay / Benefits
- Annual leave 25 days
- Pension scheme
- Cash health plan
- Cycle to work scheme
- Global bonus plan
- Life assurance
Responsibilities
- Own and lead the SLA Customer Success platform to support efficient service operations
- Track, analyze, and identify root causes for service orders not meeting SLA
- Ensure consistent SLA definitions, governance, and performance reporting
- Collaborate with global cross-functional teams to align processes and execution flows
- Define and maintain KPIs for SLA adherence, customer success, and billable performance
- Design and manage external and management reporting tools and dashboards
- Translate performance gaps into actionable execution and improvement plans for billable divisions
- Provide data-driven insights, recommendations, and continuous improvement leadership
Key requirements
- Experience in business analysis, supply chain analytics, service operations, or performance management
- Bachelor’s degree in Supply Chain, Business, Economics or related field
- Strong analytical and problem-solving skills with data-driven action orientation
- High proficiency in Excel
- Strong English communication skills, both written and verbal
- Ability to operate in a global, cross-functional environment
- Comfortable presenting insights and recommendations to management
- Analytical thinking
- Cross-functional collaboration
- Effective communication
- Excel proficiency
- Data analysis and KPI definition
- Reporting tools and dashboards
Service Supply Chain Planner employer: KLA-Tencor
KLA's SPTS division in Newport, UK, is an exceptional employer that fosters a collaborative and innovative work culture, where engineers and scientists are empowered to drive advancements in semiconductor technology. With a comprehensive benefits package, including generous annual leave, a contributory pension scheme, and opportunities for professional growth through project management tasks and international collaboration, KLA is dedicated to supporting its employees' career aspirations while contributing to cutting-edge developments in the electronics industry.
