McKesson
healthcare
Sr.ServiceOperationsManagerEnablement&Governance
“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
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