Service Supply Chain Planner - SLA & Customer Success

Job Description

This role will be based in Celtic Lakes. Our new 237,000-square-foot Newport facility provides additional production and customer collaboration spaces, including 25,000 square feet of R&D clean rooms, 35,000 square feet of state‑of‑the‑art manufacturing space and tool demo areas, all designed to support development of semiconductor process technologies across advanced packaging, power devices, microelectromechanical systems (MEMS), radio frequency (RF) and photonics sector technology!

We are looking for a Planner to join our Service Supply Chain organization and lead the Service Level Agreement (SLA) Customer Success platform. This role is responsible for driving visibility, accountability, and continuous improvement of service performance by analyzing SLA adherence, defining KPIs, and leading structured execution plans—especially for billable divisions! The Planner will work closely with corporate and cross‑functional partners to align processes, build external performance reporting tools, and track service orders that did not meet committed SLAs, translating insights into measurable actions and improvements.

Responsibilities

• Take ownership and lead the SLA Customer Success platform, supporting efficient service supply chain operations.
• Track and analyze service orders not supported within expected SLA, identifying root causes.
• Ensure consistent SLA definitions, governance, and performance reporting across organizations.
• Partner closely 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 clear execution and improvement plans for billable divisions.
• Provide data‑driven insights, recommendations, and continuous improvement leadership.

Qualifications

• Bachelor’s degree in Industrial Engineering, Supply Chain, Business, Economics, or a related field.
• Shown experience in business analysis, supply chain analytics, service operations, or performance management.
• Strong analytical and problem‑solving skills with the ability to translate data into actions.
• High proficiency in Excel and experience working with BI tools (Power BI or similar).
• Strong communication skills in English, written and verbal.
• Shown ability to operate in a global, cross‑functional environment.
• Comfortable presenting insights and recommendations to management and collaborators.

Preferred Qualifications

• Experience with SLA management, customer success platforms, or service performance frameworks.
• Background in service supply chain / spare parts / field service operations.
• Experience working with billable service models.

Benefits

• Annual leave starting at 25 days (plus bank holidays).
• Contributory pension scheme.
• Cash health plan.
• Cycle to work scheme.
• Global bonus plan.
• Share scheme.
• Rewards scheme.
• Life assurance.
• Generous shift allowance.
• Overtime premiums.

Equal Opportunity Statement

KLA is proud to be an equal opportunity employer.