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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 translated, contextualized, and proactively distributed through appropriate channels before ITCs are impacted.
F. Quarterly Operational Planning & CMDB Coordination
- Maintain the US Oncology IT Operational Readiness Calendar by consolidating inputs into a forward-looking schedule of compliance deadlines, security initiatives, infrastructure projects, change freeze periods, and platform migrations impacting US Oncology practices
- Support planning coordination with McKesson enterprise teams (Telecom, Network, Cyber, Endpoints, Cloud) by communicating US Oncology operational constraints and practice calendars for consideration in BU project timelines
- Coordinate quarterly CMDB/LeanIX audit activities with enterprise platform owners by defining the data request, tracking responses, surfacing gaps, and ensuring remediation actions are assigned to and completed by record owners
G. SLA & Operational Performance
- Monitor and report on IT service SLAs relevant to US Oncology practice operations; identify gaps between contractual SLAs and experienced service quality at the practice level and recommend improvements
- Guide local IT teams on required ServiceNow data updates and process adherence needed to maintain accurate SLA tracking
- Collaborate with McKesson BU service owners by providing operational input and advocating for SLA expectations that reflect oncology practice needs (after-hours coverage, clinical workflow sensitivities, and go-live blackout windows)
Tangible Deliverables Owned
- ITC Playbook Library: SOPs, escalation decision trees, job aids, and 'what to escalate when' guides — maintained and versioned
- ServiceNow Enablement Kit: Training decks, FAQ library, office hours schedule, usage standards, and ITC quick-reference cards
- Change Authority Matrix: Documented approval tiers for US Oncology-scoped change requests, aligned with McKesson Change Management
- Major Incident Toolkit: Bridge roles guide, communications templates, operational handoff checklist, post-incident action tracker
- All Hands Readiness Pack: Monthly content intake form, submission calendar, slide storyline template, quality checklist
- CMDB/LeanIX Workflow Guide: 'How updates flow' documentation, data quality checklist, record-owner guidance, and escalation paths
- Quarterly Operational Calendar: Cross-BU readiness schedule covering compliance, security, infrastructure, and cloud initiatives
- RCA & Gap Register: Systemic issue tracker with owners, resolution targets, and quarterly trend summary for leadership
Degree or equivalent and typically requires 7+ years of relevant experience.
Critical Skills
- 5–7+ years of experience in IT service management, IT operations, or enterprise technology environments
- Demonstrated leadership in major incident management and cross-functional operational coordination
- Proven ability to drive ITSM adoption, process improvement, and operational governance at scale
- Experience influencing stakeholders across enterprise and field-based team
- Advanced ServiceNow proficiency (Incident, Problem, Change, CMDB)
- Strong understanding of ITIL practices and governance frameworks
- Knowledge of CMDB, asset lifecycle, and enterprise architecture alignment
- Familiarity with healthcare IT environments and regulatory considerations preferred
Additional Qualifications
- Strong executive communication skills with the ability to influence cross-functional stakeholders
- Proven ability to operate independently and drive outcomes in complex, fast-paced environments
- Analytical and data-driven approach to solving operational challenges and improving service performance
- Continuous improvement mindset with experience advancing process standardization and efficiency
- Ability to build alignment and drive collaboration across enterprise technology and field teams
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. For more information regarding benefits at McKesson,
Our Base Pay Range for this position
$99,100 - $132,100
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