McKesson is an impact‐driven, Fortune 10 company that touches virtually every aspect of healthcare. We are known for delivering insights, products, and services that make quality care more accessible and affordable. Here, we focus on the health, happiness, and well‐being of you and those we serve – we care.What you do at McKesson matters. We foster a culture where you can grow, make an impact, and are empowered to bring new ideas. Together, we thrive as we shape the future of health for patients, our communities, and our people. If you want to be part of tomorrow's health today, we want to hear from you.Role SummaryThe 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 AccountabilitiesA. Incident & Change LeadershipReview 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 closureParticipate 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 teamsMaintain 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 coordinationB. Primary Escalation PointServe as one of several centralized escalation contacts for US Oncology local and regional IT teams during major incidents, ambiguous ownership situations, and complex operational problemsProvide 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 lifecycleCoordinate 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 recordsC. ServiceNow & ITSM GovernanceAdminister and support US Oncology ServiceNow operational standards (required fields, ticket categorization, priority definitions, routing rules, SLA triggers, and escalation thresholds) and recommend updates as neededMonitor data quality for US Oncology‐originated ServiceNow records; identify categorizationerrors, missing data, and stale open items, and coordinate remediation with record ownersDeliver ServiceNow enablement to ITCs and Ops Managers: training sessions, office hours, FAQs, job aids, and quick reference guidesPrepare 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 needsD. RCA & Continuous ImprovementServe as a central US Oncology representative in all formal Root Cause Analyses (RCAs) for incidents impacting US Oncology practicesIdentify recurring patterns across incidents, change failures, and escalations; maintain a gap tracker with owners, target resolution dates, and status, and raise trends to appropriate stakeholdersPartner with McKesson BU teams (Network, Telecom, Cyber, Endpoints) to implement sustainable fixes — not just ticket closuresDraft a quarterly operational improvement summary for review, covering top gaps identified, actions taken, and measurable outcomesE. ITC Enablement & DocumentationMaintain and curate the US Oncology ITC Playbook Library (SOPs, escalation decision trees, job aids, and quick‐reference guides) in partnership with regional and enterprise stakeholdersDevelop 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 teamsCoordinate 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 CoordinationMaintain 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 practicesSupport 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 timelinesCoordinate 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 ownersG. SLA & Operational PerformanceMonitor 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 improvementsGuide local IT teams on required ServiceNow data updates and process adherence needed to maintain accurate SLA trackingCollaborate 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 OwnedITC Playbook Library: SOPs,



escalation decision trees, job aids, and 'what to escalate when' guides — maintained and versionedServiceNow Enablement Kit: Training decks, FAQ library, office hours schedule, usage standards, and ITC quick‐reference cardsChange Authority Matrix: Documented approval tiers for US Oncology‐scoped change requests, aligned with McKesson Change ManagementMajor Incident Toolkit: Bridge roles guide, communications templates, operational handoff checklist, post‐incident action trackerAll Hands Readiness Pack: Monthly content intake form, submission calendar, slide storyline template, quality checklistCMDB/LeanIX Workflow Guide: 'How updates flow' documentation, data quality checklist, record‐owner guidance, and escalation pathsQuarterly Operational Calendar: Cross‐BU readiness schedule covering compliance, security, infrastructure, and cloud initiativesRCA & Gap Register: Systemic issue tracker with owners, resolution targets, and quarterly trend summary for leadershipRequired Skills & ExperienceMinimum RequirementsDegree or equivalent and typically requires 7+ years of relevant experience.Critical Skills5–7+ years of experience in IT service management, IT operations, or enterprise technology environmentsDemonstrated leadership in major incident management and cross‐functional operational coordinationProven ability to drive ITSM adoption, process improvement, and operational governance at scaleExperience influencing stakeholders across enterprise and field‐based teamsTechnical ExpertiseAdvanced ServiceNow proficiency (Incident, Problem, Change, CMDB)Strong understanding of ITIL practices and governance frameworksKnowledge of CMDB, asset lifecycle, and enterprise architecture alignmentFamiliarity with healthcare IT environments and regulatory considerations preferredAdditional QualificationsStrong executive communication skills with the ability to influence cross‐functional stakeholdersProven ability to operate independently and drive outcomes in complex, fast‐paced environmentsAnalytical and data‐driven approach to solving operational challenges and improving service performanceContinuous improvement mindset with experience advancing process standardization and efficiencyAbility to build alignment and drive collaboration across enterprise technology and field teamsCompensationWe are proud to offer a competitive compensation package. The pay range for this position is $99,100 - $132,100.Equal Opportunity EmployerMcKesson provides equal employment opportunities to applicants and employees, without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, age, genetic information, or any other legally protected category.For additional information on McKesson's full Equal Employment Prospect policies, visit our Equal Employment Opportunity page.McKesson is committed to being an Equal Employment Opportunity Employer and offers opportunities to all job seekers including job seekers with disabilities. If you need a reasonable accommodation to assist with your job search or application for employment, please contact us by sending an email to (United States) [email protected] or (Canada) [email protected]. Resumes or CVs submitted to this email box will not be accepted.Join us at McKesson!We look forward to your application. #J-18808-Ljbffr

📌 Sr. Service Operations Manager - Enablement & Governance (Mississauga)
🏢 McKesson
📍 Mississauga