Service Delivery Director (knowledge Mgmt & Service Request Mgmt)

McKesson It Governance Position

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.

Position Overview

McKesson is advancing its operational excellence by maturing its capabilities in Knowledge Management, Service Request Management, and Continual Improvement. The IT Governance function will be central to this evolution—developing and executing integrated strategies, roadmaps, and policies that foster a culture of knowledge sharing, service excellence, and continuous value delivery. This role will focus on building high-quality knowledge assets, optimizing service request workflows, and embedding continual improvement mechanisms that drive incremental value.

Key Responsibilities

• Strategic Leadership: Define and champion a unified vision for Knowledge Management, Service Request Management, and Continual Improvement that aligns with McKesson's IT governance and business priorities. Cultivate a culture of knowledge sharing, service excellence, and iterative value delivery.

• Integrated Roadmap Development: Design and execute a comprehensive roadmap that outlines maturity goals, success metrics, and timelines for KM, SRM, and CI. Leverage innovation and automation to enhance capability adoption and operational impact.

• Policy and Best Practice Governance: Establish and enforce enterprise-wide standards, policies, and best practices for knowledge lifecycle management, service request fulfillment, and continual improvement. Ensure alignment with compliance, quality, and user experience benchmarks.

• Knowledge Management: Lead the curation, governance, and optimization of knowledge assets; ensuring they are structured, accessible, and actionable across McKesson Technology.

• Adoption and Change Enablement: Drive adoption of KM and SRM tools and processes through targeted communication, training, and change management strategies. Partner with cross-functional teams to embed practices into daily operations and maximize engagement.

• Performance Measurement and Insights: Define and track KPIs and CSAT metrics to evaluate the effectiveness of knowledge, service request, and continual improvement initiatives. Use data-driven insights to inform decisions and prioritize enhancements.

• Cross-Functional Collaboration and Influence: Build strong partnerships across IT, operations, and business units to foster alignment and shared accountability. Serve as a thought leader and advocate for continuous learning, service maturity, and operational

Minimum Requirements

• Typically requires 12+ years of professional experience and 4+ years of management experience.

Critical Skills

• Proven experience in leadership roles, preferably within a technology or healthcare setting.

• Demonstrated experience in ITIL process ownership, including the development and implementation of best practice frameworks, policies and tools.

• Proven experience in developing and implementing knowledge management strategies.

• Expertise in knowledge governance, taxonomy design, and enterprise content management.

• Demonstrated ability to lead and optimize service request processes while embedding continual improvement practices that enhance service delivery, user satisfaction, and operational agility.

• Strong understanding of change management principles and adoption strategies.

• Experience managing delivery within a matrixed organization and partnering effectively with Managed Service Providers (MSPs) to ensure alignment, accountability, and high-quality outcomes.

Additional Skills

• Exceptional communication and stakeholder engagement skills.

• Ability to work in a fast-paced, complex environment with a problem-solving mindset.

• Ability to develop and execute strategic plans and initiatives.

• Strong analytical skills and a data-driven approach to decision-making.

• Passion for innovation, continuous improvement, and fostering a learning culture.

Education

• Bachelor's degree in business management, Information Technology, or a related field or equivalent experience

We are proud to offer a competitive compensation package at McKesson as part of our Total Rewards. This is determined by several factors, including performance, experience and skills, equity, regular job market evaluations, and geographical markets. The pay range shown below is aligned with McKesson's pay philosophy, and pay will always be compliant with any applicable regulations. 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 $154,400 - $257,400

McKesson is an Equal Opportunity Employer. McKesson provides equal employment opportunities to applicants and employees and is committed to a diverse and inclusive environment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, age or genetic information.