Sr. Service Operations Manager - Enablement & Governance

Responsibilities

• Support centralized IT operations coordination and ITSM governance for the US Oncology Network
• Lead major incident management (MIM) response, including participating in bridge calls and coordinating local IT responses
• Manage change management execution by reviewing US Oncology change requests for operational readiness
• Administer ServiceNow operational standards, including ticket categorization, priority definitions, and routing rules
• Drive continuous improvement through Root Cause Analysis (RCA) and maintaining a systemic issue gap tracker
• Develop and maintain the ITC Playbook Library, including SOPs, escalation decision trees, and job aids
• Monitor IT service SLAs and report on operational performance metrics to leadership
• Coordinate quarterly CMDB and asset lifecycle audit activities

Requirements

• 7+ years of relevant experience in IT service management, IT operations, or enterprise technology environments
• Advanced proficiency in ServiceNow (specifically Incident, Problem, Change, and CMDB modules)
• Demonstrated leadership experience in major incident management and cross-functional coordination
• Strong knowledge of ITIL practices and governance frameworks
• Expertise in CMDB, asset lifecycle management, and enterprise architecture alignment
• Ability to provide real-time decision support and hands-on problem solving in fast-paced environments

Preferred Qualifications

• Experience working within healthcare IT environments and understanding regulatory considerations
• Proven ability to influence stakeholders across both enterprise and field-based teams
• Analytical, data-driven approach to solving complex operational challenges

About the Company

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. We foster a culture where you can grow, make an impact, and are empowered to bring new ideas to shape the future of health.