McKesson
healthcare
SeniorServiceManager,Telephony&Governance
“Senior Service Manager, Telephony & Governance at McKesson. Skills: service management, governance framework, SLA management, telephony service. Operate governance framework for Contact Center Technology Services. Lead SLA management across all service tiers”
What You'll Achieve.
Ensure consistency of experience for business unit partners; Ensure reliable and secure telephony solutions; Enhance reporting quality and governance effectiveness; Maintain operational excellence; Drive accountability for service outcomes; Provide executive leadership with actionable insights; Accelerate governance cycle preparation and decision-making
Industry & Context.
Technical debt reduction; Identify patterns in service performance data
General Office Demands, 2 days a week in office, Authorized to work in Canada
What They're Looking For.
Must Have
Degree or equivalent and typically requires 10+ years of relevant experience, Expert-level command of enterprise service management principles including ITIL frameworks, SLA management, and service governance, Advanced capability in service performance reporting, KPI framework development, and executive-level dashboard creation using data-driven analytics, understanding of contact center technologies or enterprise technology platforms and their lifecycle management, Demonstrated expertise in managing governance cadences across multiple stakeholders and business units with competing priorities, Applied AI fluency - active use of AI assistants (Claude, Copilot, ChatGPT) and automation tools to enhance service analytics, accelerate reporting, and drive governance efficiency, leadership presence with the ability to influence cross-functional priorities and drive accountability across service teams and vendor partners, Ability to manage services at different lifecycle stages - from active investment through maintenance and decommissioning - while maintaining stakeholder confidence and service quality, Experience defining and tracking customer experience metrics (CSAT, NPS, service quality indicators) to inform service strategy and continuous improvement
Nice to Have
Experience in healthcare technology or other regulated industries is strongly preferred, relevant Master’s or Doctorate qualifications
What You'll Do.
Operate governance framework for Contact Center Technology Services
Lead SLA management across all service tiers
Deliver portfolio-level performance reporting and service analytics
Coordinate business unit relationship cadence
Own Enterprise Telephony Service
Drive legacy platform transition planning
Leverage AI-enabled analytics and automation
Establish and maintain service catalog standards
How You'll Work.
Team & Collaboration
Cross-functional coordination; Business unit relationship coordination; Influence cross-functional priorities; Drive accountability across service teams and vendor partners
Communication Scope
Executive-level dashboard creation; Leadership presence
Process & Methodology
legacy platform transition planning, transition timelines are managed
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