Service Delivery Lead

McKesson IT Governance Role

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.

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 committed to enhancing its operational efficiency by improving its Knowledge Management, Service Request Management, and Continual Improvement. The IT Governance function will play a key role in this effort by implementing strategies, roadmaps, and policies that promote knowledge sharing, service excellence, and continuous improvement. This role will focus on managing knowledge asset lifecycle, optimizing service request workflows, and embedding continual improvement practices to achieve measurable results.

Key Responsibilities

• Support daily execution of Knowledge Management, Service Request Management, and Continual Improvement activities. Assist in maintaining knowledge assets and tracking improvement initiatives.
• Assist in identifying inefficiencies in service request workflows and contribute to process improvement / enhanced user experience efforts.
• Monitor key metrics to assess the effectiveness of knowledge management, service request, and continual improvement initiatives.
• Collaborate with cross-functional teams to support alignment and shared accountability in service delivery.
• Assist in onboarding and providing support for KM and SRM tools and processes.
• Support adherence to IT governance policies and procedures through documentation and process alignment.

Minimum Requirements

• Typically requires 4+ years of relevant experience

Critical Skills

• Familiarity with ITSM processes, ideally within a technology or healthcare setting.
• Experience in organizing and maintaining knowledge assets.
• Ability to identify and suggest improvements to service request workflows.
• Awareness of change management principles and willingness to support adoption efforts.

Additional Skills

• Strong communication, collaboration, and change management skills. Analytical mindset with a data-driven approach to decision-making. Passion for innovation and continuous improvement.
• Excellent communication and stakeholder engagement skills.
• Ability to work in a fast-paced environment with a problem-solving mindset.
• Experience in implementing continual improvement practices to enhance operational efficiency.

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 $89,700 - $149,500

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.