• Job Description

  Req#: JR0099319

  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.

  McKesson is in the business of better health and we touch the lives of patients in virtually every aspect of healthcare. We partner with payors, hospitals, physician offices, pharmacies, pharmaceutical companies, and others across the spectrum of care to build healthier organizations that deliver better care to patients in every setting. We believe in the importance of strong, vital organizations because we know that patients can only be healthy when our system is healthy.

  Every single McKesson employee contributes to our mission—by joining McKesson you act as a catalyst in a chain of events that helps millions of people all over the globe. Talented, compassionate people are the future of our company—and of healthcare. At McKesson, you’ll collaborate on the products and solutions that help us carry out our mission to improve lives and advance healthcare. Working here is your opportunity to shape an industry that’s vital to us all.

  We understand the importance of a system that works together. Your expertise, drive and passion can help us improve everything we touch, from providers to payors to pharmacies. Join our team of leaders to begin a rewarding career. Wherever you contribute here at McKesson, you will have the ability to make a real impact in the lives of others.

  Job title: Sr. Director, IT Service Management

  Work location: Irving, TX (Hybrid role)

  Position Summary:

  McKesson is seeking a Sr. Director, IT Service Management to join our team! The Sr. Director has overall accountability to ensure services are delivered in accordance with agreed business requirements, policies, procedures, and the IT Service Management framework lifecycle. This includes operations of the common core ITSM platform, Incident management, Major Incident Management, request management, problem management, change management, service level management, knowledge management, and vendor management processes.

  Job Description

  The primary responsibility of the Sr. Director, IT Service Management is to align people, process and technology within the IT organization and business unit goals to report on service levels, MSP’s performance reporting, provide operations excellence CIO dashboards, and drive availability management maturity by leveraging enriched data insights from ITSM platforms and integrated tools. The Sr Director will drive and lead performance of our Major incident and Incident mgmt process and the execution of those processes and functions.

  The Sr Director will identify incident trends and ensure they are addressed appropriately by management by directing through Problem Management process. The role will also include training to all team members regarding handling incidents, problems and provide organization wide communications.

  Partner with our Enablement functions to implement continuous upgrades and improvements across our ITSM technology the same with the standards and processes for all IT and business units as well as Dashboard reporting and Service Catalog.

  This leader and their staff will collaborate with other related areas (Enablement, Security Ops, Asset Management, Tools, Service Desk, etc.) to facilitate end-to-end service workflow and system integration designed to simplify and enhance the support of IT operations and improve customer experience.

  Responsibilities

  • Lead a staff of direct reports to coordinate ITSM operational activities between IT and business unit support groups
  • Partner with our key enablement partners in the design, implementation, and improvement of service level management and service catalog.
  • Oversee ITIL service operations and platform development activities performed by MSP and our Enablement delivery function
  • Develop, articulate, and execute a strategy for service management-related communications and portray activities in a published roadmap for IT ELT
  • Enable continual service improvement through the effective use of metrics in support of key performance indicators and critical success factor used to manage service delivery
  • Manage/operate the IT Service Management platform, tools and dashboard reporting, including the analysis, upgrades, and system administration of enterprise ITSM tools
  • Partner with the Enablement leadership team to develop a Center of Excellence (CoE) for ITSM practices and training for end users
  • Design and implement key performance metrics, measure service level agreements (SLAs) and operational level agreements (OLAs). Establish an action plan for improvement based on the set goals - Partnering with our MSP teams.
  • Lead the development, communication and implementation of policies, procedures, best practices, recommendations, and guidelines for ITIL standards. Operate with a strong sense of urgency ensuring that existing and new processes add value to both the organization and our customers
  • Lead and present global incident reporting to key executives and stake holders as the McKesson Technology organization continues to improve technology availability and MTTR of business impacting incidents

  Minimum Requirements:

  Typically has 13+ years of IT experience and 6+ years of diversified leadership, planning, communication, organization, and people motivation skills (or equivalent experience)

  Critical Skills

  • 10+ years of experience in ITSM including management of processes, practices, disciplines, and tools needed to ensure successful adoption of ITSM within the organization
  • Strong experience with ITSM and ITOM platforms (ServiceNow preferred) and automation tools to enrich the integrations and drive operations excellence
  • Demonstrable experience with ITIL Processes (Incident, Change, Problem, Service Request, Availability, etc.)
  • Demonstrated strong service management experience/knowledge in implementing and managing key ITIL framework and Agile areas
  • Demonstrated ability to drive and implement innovative thinking and change within an organization across direct reports and peers
  • Experience in sourcing, authoring and presenting operational and performance management metrics dashboards and KPI’s to senior executives
  • Experience with vendor relationship management
  • Successful experience in IT Service Management, Platform Architecture, Program Management and Operational environments

  Additional Knowledge & Skills

  • Business process re-engineering experience for operational processes
  • Experience in driving continuous improvements to harmonize and optimize best in class adoption of ITSM processes
  • Proven and excellent cross-functional influencing skills; driving disparate teams to align on integrated goals
  • 8+ years of proven experience in leading cross-functional strategic business initiatives and / or process improvement and / or strategic executive level decision making
  • Experience in building and implementing service organizations and advancing service maturity
  • Demonstrated ability to effectively facilitate change and garner the support of others
  • Proven leadership skills and organizational management experience
  • Experience presenting to stakeholders in a non-technical manner
  • Excellent interpersonal, collaborative and communication skills
  • Experience in conflict management and applying change management methodologies
  • Experience in software development life cycle and business planning
  • Experience creating or maturing staff development programs

  Education

  4-year degree in computer science/MIS/engineering or related field or equivalent experience

  Certifications

  • ITILv4 and Practitioner preferred
  • Agile/Scrum certification or training; hybrid process exposure preferred

  Physical Requirements

  General Office Demands

  Travel = up to 20%

  Must be authorized to work in the US. Sponsorship is not available for this position.

  At McKesson, we care about the well-being of the patients and communities we serve, and that starts with caring for our people. That’s why we have a Total Rewards package that includes comprehensive benefits to support physical, mental, and financial well-being . Our Total Rewards offerings serve the different needs of our diverse employee population and ensure they are the healthiest versions of themselves. For more information regarding benefits at McKesson, please click here.

  As part of Total Rewards, we are proud to offer a competitive compensation package at McKesson. This is determined by several factors, including performance, experience and skills, equity, regular job market evaluations, and geographical markets. In addition to base pay, other compensation, such as an annual bonus or long-term incentive opportunities may be offered.

  Our Base Pay Range for this position

  $163,300 - $272,100

  McKesson is an Equal Opportunity/Affirmative Action employer.

  All qualified applicants will receive consideration for employment without regard to race, color, religion, creed, sex, sexual orientation, gender identity, national origin, disability, or protected Veteran status.Qualified applicants will not be disqualified from consideration for employment based upon criminal history.

  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 Disability_Accommodation@McKesson.com . Resumes or CVs submitted to this email box will not be accepted.

  Current employees must apply through the internal career site.

  Join us at McKesson!

• About the company

  McKesson Corporation is an American company distributing pharmaceuticals and providing health information technology, medical supplies, and care management tools.

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