McKesson

Sr. Service Operations Manager - Enablement & Governance

McKesson • $99K — $132K *
Mississauga, ON L4T 0A1In-Person
Healthcare
5 - 7 years of experience
4 weeks ago
Job Overview by Ladders

Qualifications

  • 7+ years of experience in IT service management or operations environments
  • Leadership experience in major incident management and operational coordination
  • Proven ability to drive ITSM process improvement and governance at scale
  • Experience influencing stakeholders cross-functionally
  • Advanced proficiency in ServiceNow (Incident, Problem, Change, CMDB)
  • Strong understanding of ITIL practices and governance frameworks
  • Familiarity with healthcare IT environments is preferred

Responsibilities

  • Review change requests for operational readiness and provide impact notes
  • Coordinate post-incident recaps, tracking action items to closure
  • Participate in Major Incident Management calls and provide actionable guidance
  • Serve as a centralized escalation contact during major incidents
  • Provide real-time decision support and problem-solving for operational issues
  • Administer ServiceNow operational standards and recommend updates
  • Prepare ITSM governance reports for operational leaders

Benefits

  • Comprehensive health benefits
  • Retirement savings plan
  • Employee assistance program
  • Professional development opportunities
  • Paid time off and holidays
Full Job Description
Role Summary

The Senior, IT Operations Enablement & Service Management supports centralized IT operations coordination and IT service management (ITSM) governance activities for the US Oncology Network (US Oncology). This role partners with field-based practice IT teams (ITCs), Regional Technology Operations Leaders, and McKesson technology service teams to support major incident response, change management execution, and operational escalations impacting US Oncology practices nationwide. The position contributes to ServiceNow/ITSM standards, reporting, and technology operations enablement efforts to promote consistent processes, data quality, and service performance.

Key Accountabilities

A. Incident & Change Leadership
  • Review Standard and Normal-Low risk US Oncology change requests for operational readiness and provide impact notes; prepare US Oncology operational context for Normal-High and Enterprise changes routed to the McKesson Change Advisory Board (CAB)
  • Coordinate post-incident bridge recaps, including action items, owner assignments, and follow-through tracking to closure
  • Participate as a US Oncology representative in Major Incident Management (MIM) bridge calls and the Daily Operations Meeting (DOM), helping coordinate local IT response and translating McKesson BU communications into actionable guidance for regional Ops teams
  • Maintain availability for nights/weekends as needed to support P1/P2 incident bridges and scheduled go-lives (including change windows), ensuring timely US Oncology impact assessment and stakeholder coordination


B. Primary Escalation Point
  • Serve as one of several centralized escalation contacts for US Oncology local and regional IT teams during major incidents, ambiguous ownership situations, and complex operational problems
  • Provide real-time decision support, hands-on problem solving, and escalation path guidance - eliminating the 'who do I call?' uncertainty that can impact resolution time in the incident lifecycle
  • Coordinate and drive periodic updates to escalation routing guidance and contact information by the accountable data owners (e.g., local IT teams and BU partners) in key master data records


C. ServiceNow & ITSM Governance
  • Administer and support US Oncology ServiceNow operational standards (required fields, ticket categorization, priority definitions, routing rules, SLA triggers, and escalation thresholds) and recommend updates as needed
  • Monitor data quality for US Oncology-originated ServiceNow records; identify categorization errors, missing data, and stale open items, and coordinate remediation with record owners
  • Deliver ServiceNow enablement to ITCs and Ops Managers: training sessions, office hours, FAQs, job aids, and quick reference guides
  • Prepare regular ITSM governance reports for operational leaders (e.g., SLA attainment, ticket quality metrics, volume trends, and recurring issue patterns)
  • Partner with McKesson ServiceNow platform owners to advocate for US Oncology-specific workflow improvements and configuration needs


D. RCA & Continuous Improvement
  • Serve as a central US Oncology representative in all formal Root Cause Analyses (RCAs) for incidents impacting US Oncology practices
  • Identify recurring patterns across incidents, change failures, and escalations; maintain a gap tracker with owners, target resolution dates, and status, and raise trends to appropriate stakeholders
  • Partner with McKesson BU teams (Network, Telecom, Cyber, Endpoints) to implement sustainable fixes - not just ticket closures
  • Draft a quarterly operational improvement summary for review, covering top gaps identified, actions taken, and measurable outcomes


E. ITC Enablement & Documentation
  • Maintain and curate the US Oncology ITC Playbook Library (SOPs, escalation decision trees, job aids, and quick-reference guides) in partnership with regional and enterprise stakeholders
  • Develop and deliver ITC training documentation and training to enable standard work and consistent process adoption. Optimize documentation for new procedures, platform changes, and compliance requirements - in coordination with McKesson Technology rollout teams
  • Coordinate the monthly IT Operations All Hands content readiness process (intake, draft review, messaging alignment, final packaging, and post-event follow-up items)
  • Ensure all ITC-facing communications - from McKesson enterprise project teams - are translated, contextualized, and proactively distributed through appropriate channels before ITCs are impacted.


F. Quarterly Operational Planning & CMDB Coordination
  • Maintain the US Oncology IT Operational Readiness Calendar by consolidating inputs into a forward-looking schedule of compliance deadlines, security initiatives, infrastructure projects, change freeze periods, and platform migrations impacting US Oncology practices
  • Support planning coordination with McKesson enterprise teams (Telecom, Network, Cyber, Endpoints, Cloud) by communicating US Oncology operational constraints and practice calendars for consideration in BU project timelines
  • Coordinate quarterly CMDB/LeanIX audit activities with enterprise platform owners by defining the data request, tracking responses, surfacing gaps, and ensuring remediation actions are assigned to and completed by record owners


G. SLA & Operational Performance
  • Monitor and report on IT service SLAs relevant to US Oncology practice operations; identify gaps between contractual SLAs and experienced service quality at the practice level and recommend improvements
  • Guide local IT teams on required ServiceNow data updates and process adherence needed to maintain accurate SLA tracking
  • Collaborate with McKesson BU service owners by providing operational input and advocating for SLA expectations that reflect oncology practice needs (after-hours coverage, clinical workflow sensitivities, and go-live blackout windows)


Tangible Deliverables Owned
  • ITC Playbook Library: SOPs, escalation decision trees, job aids, and 'what to escalate when' guides - maintained and versioned
  • ServiceNow Enablement Kit: Training decks, FAQ library, office hours schedule, usage standards, and ITC quick-reference cards
  • Change Authority Matrix: Documented approval tiers for US Oncology-scoped change requests, aligned with McKesson Change Management
  • Major Incident Toolkit: Bridge roles guide, communications templates, operational handoff checklist, post-incident action tracker
  • All Hands Readiness Pack: Monthly content intake form, submission calendar, slide storyline template, quality checklist
  • CMDB/LeanIX Workflow Guide: 'How updates flow' documentation, data quality checklist, record-owner guidance, and escalation paths
  • Quarterly Operational Calendar: Cross-BU readiness schedule covering compliance, security, infrastructure, and cloud initiatives
  • RCA & Gap Register: Systemic issue tracker with owners, resolution targets, and quarterly trend summary for leadership

Required Skills & Experience

Minimum Requirements

Degree or equivalent and typically requires 7+ years of relevant experience.

Critical Skills
  • 5-7+ years of experience in IT service management, IT operations, or enterprise technology environments
  • Demonstrated leadership in major incident management and cross-functional operational coordination
  • Proven ability to drive ITSM adoption, process improvement, and operational governance at scale
  • Experience influencing stakeholders across enterprise and field-based team


Technical Expertise

  • Advanced ServiceNow proficiency (Incident, Problem, Change, CMDB)
  • Strong understanding of ITIL practices and governance frameworks
  • Knowledge of CMDB, asset lifecycle, and enterprise architecture alignment
  • Familiarity with healthcare IT environments and regulatory considerations preferred


Additional Qualifications

  • Strong executive communication skills with the ability to influence cross-functional stakeholders
  • Proven ability to operate independently and drive outcomes in complex, fast-paced environments
  • Analytical and data-driven approach to solving operational challenges and improving service performance
  • Continuous improvement mindset with experience advancing process standardization and efficiency
  • Ability to build alignment and drive collaboration across enterprise technology and field teams


We are proud to offer a competitive compensation package at McKesson as part of our Total Rewards. This is determined by several factors, including performance, experience and skills, equity, regular job market evaluations, and geographical markets. The pay range shown below is aligned with McKesson's pay philosophy, and pay will always be compliant with any applicable regulations. In addition to base pay, other compensation, such as an annual bonus or long-term incentive opportunities may be offered. For more information regarding benefits at McKesson, please click here.

Our Base Pay Range for this position

$99,100 - $132,100

McKesson has become aware of online recruiting-related scams in which individuals who are not affiliated with or authorized by McKesson are using McKesson's (or affiliated entities, like CoverMyMeds or RxCrossroads) name in fraudulent emails, job postings or social media messages. In light of these scams, please bear the following in mind:

McKesson Talent Advisors will never solicit money or credit card information in connection with a McKesson job application.

McKesson Talent Advisors do not communicate with candidates via online chatrooms or using email accounts such as Gmail or Hotmail. Note that McKesson does rely on a virtual assistant (Gia) for certain recruiting-related communications with candidates.

McKesson job postings are posted on our career site: careers.mckesson.com.

About McKesson

McKesson Corporation provides medicines, pharmaceutical supplies, information and care management products and services across the healthcare industry. The Company operates in two segments. The McKesson Distribution Solutions segment delivers ethical drugs, medical-surgical supplies and equipment and health and beauty care products throughout North America. This segment also provides specialty pharmaceutical solutions for biotech and pharmaceutical manufacturers, sells financial, operational and clinical solutions for pharmacies (retail, hospital, long-term care) and provides consulting, outsourcing and other services. The McKesson Technology Solutions segment delivers enterprise-wide clinical, patient care, financial, supply chain, strategic management and software solutions. In July 2011, the Company acquired Portico Systems from Safeguard Scientifics, Inc. On March 25, 2012, it acquired the independent banner and franchise businesses of Katz Group Canada Inc. McKesson Distribution Solutions delivers pharmaceuticals to retail pharmacies and institutional providers like hospitals and health systems. They operate pharmaceutical distribution centers across the country, serving customers in all 50 states. They also deliver a comprehensive offering of health care products, technology, equipment and related services to the alternate site market, including physician offices, surgery centers, long-term care facilities and home care businesses across the country. McKesson is currently the largest pharmaceutical distributor in North America. McKesson also operates McKesson Canada and has an equity holding in Nadro, a leading distributor in Mexico.

McKesson Careers

Join McKesson, a leading global healthcare company, and be part of a team that is redefining the future of healthcare. With a variety of job opportunities available, McKesson is the perfect place to advance your career, whether you're a seasoned professional or just starting out. Work You’ll Do At McKesson, we are committed to improving care in every setting—one product, one partner, one patient at a time. We’re seeking talented professionals to join our team and contribute to a culture of innovation, diversity, and leadership. Our employees are driven by a deep sense of purpose and a desire for continuous growth and improvement. Empower Your Future in Healthcare With positions ranging from internships to leadership roles, McKesson offers unparalleled employment opportunities to develop your skills and advance your career. Our commitment to diversity training ensures that all team members have the opportunity to thrive. Join a team where your skills will be honed, your professional growth will be supported, and where you can genuinely see the difference you make in the lives of patients around the world. Innovative Work Environment McKesson is at the forefront of healthcare innovation. Our team is constantly exploring new ways to improve patient outcomes and streamline care processes. This commitment to innovation is what sets us apart and what makes McKesson an exciting place to work. Career Development and Benefits McKesson believes in nurturing the potential of its employees through robust career development programs and comprehensive benefits designed to support your life and well-being. From leadership training to health and wellness benefits, we ensure our team members are equipped to meet their professional and personal goals. Explore Job Opportunities Whether you’re looking for an internship to kickstart your career, or a senior position to utilize your extensive experience, McKesson offers a range of opportunities. Explore our open positions and find where you can make a difference at McKesson. Stay Connected Join Our Team Search for open positions that match your skills and interests. We are looking for passionate, curious, and solution-driven team players who are ready to take the next step in their careers. Keep Up to Date Stay ahead with career tips, insider perspectives, and industry-leading insights you can put to use today—all from the people who work here. Networking and Professional Growth At McKesson, networking and professional growth are part of our everyday environment. We encourage our employees to connect, share, and learn from each other to foster personal and professional development. Job Alert Emails Personalize your subscription to receive job alerts, latest news, and insider tips tailored to your preferences. Discover the exciting and rewarding career opportunities that await you at McKesson. Join McKesson today and be part of a team that is dedicated to shaping the future of healthcare.
Learn more about McKesson
Size
58,000 employees
Market Cap
$53.7 billion
Industry
Pharmaceuticals & Biotech
Net Income
-$4.1 billion
Founded
1833
5 Year Trend
+5.9%
Revenue
$237.6 billion
NASDAQ
MCK
* Ladders Estimates

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