McKesson
healthcare
Sr.ServiceOperationsManager-Enablement&Governance
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“Sr. Service Operations Manager - Enablement & Governance at McKesson. Skills: ServiceNow, ITSM, Incident Management, Change Management. Support centralized IT operations coordination. Support IT service management (ITSM) governance”
What You'll Achieve.
Promote consistent processes; Promote data quality; Promote service performance; Ensure timely US Oncology impact assessment; Eliminate 'who do call?' uncertainty; Ensure remediation actions are assigned; Maintain accurate SLA tracking; Advocate for SLA expectations that reflect oncology practice needs
Industry & Context.
Analytical and data-driven approach to solving operational challenges
Maintain availability for nights/weekends as needed
What They're Looking For.
Must Have
7+ years of relevant experience, 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 teams, Advanced ServiceNow proficiency (Incident, Problem, Change, CMDB), understanding of ITIL practices and governance frameworks, Knowledge of CMDB, asset lifecycle, and enterprise architecture alignment, Familiarity with healthcare IT environments and regulatory considerations
Nice to Have
healthcare IT environments and regulatory considerations
What You'll Do.
Support centralized IT operations coordination
Support IT service management (ITSM) governance
Partner with field-based practice IT teams
Support major incident response
Support change management execution
Support operational escalations
Contribute to ServiceNow/ITSM standards
Contribute to reporting
Contribute to technology operations enablement
Review change requests for operational readiness
Coordinate post-incident bridge recaps
Participate in Major Incident Management (MIM) bridge calls
Serve as centralized escalation contact
Provide real-time decision support
Administer and support US Oncology ServiceNow operational standards
Monitor data quality for US Oncology-originated ServiceNow
Deliver ServiceNow enablement
Prepare regular ITSM governance reports
Partner with McKesson ServiceNow platform owners
Serve as central US Oncology representative in RCAs
Identify recurring patterns across incidents
Partner with McKesson BU teams to implement fixes
Draft quarterly operational improvement summary
Maintain and curate US Oncology ITC Playbook Library
Develop and deliver ITC training documentation
Coordinate monthly IT Operations All Hands content readiness
Ensure ITC-facing communications are translated
Maintain US Oncology IT Operational Readiness Calendar
Support planning coordination with McKesson enterprise teams
Coordinate quarterly CMDB/LeanIX audit activities
Monitor and report on IT service SLAs
Guide local IT teams on data updates
Collaborate with McKesson BU service owners
How You'll Work.
Team & Collaboration
Partner with field-based practice IT teams; Partner with Regional Technology Operations Leaders; Partner with McKesson technology service teams; Influence stakeholders across enterprise and field-based teams; Build alignment and drive collaboration across enterprise technology and field teams; Collaborate with McKesson BU service owners
Communication Scope
executive communication skills
Full Job Description
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 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
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