Sr. Service Operations Manager - Enablement & Governance

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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 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

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