What You'll Do
Lead Digital Workplace Operations, ensuring operational stability, service quality, and continuous improvement across workplace technology services.
Establish and manage service delivery governance frameworks with internal teams and managed service providers.
Implement process to automate components to ensure end-to end testing, monitoring and alerting.
Own vendor and managed service performance, including contract adherence, operational reviews, risk management, and escalation leadership.
Define, track, and improve service metrics, KPIs, SLAs, XLAs, and operational health indicators.
Utilize ServiceNow ITSM reporting and dashboards to drive operational decisions and service improvements.
Lead major incident, service restoration, and problem management activities to minimize business disruption.
Analyze customer experience, operational trends, and service performance data to identify improvement opportunities.
Collaborate with cross-functional stakeholders to develop and execute digital workplace strategies aligned to business objectives.
Own any remediations for security, monitoring, and process improvements identified in the Operations.
What You'll Bring
Basic Requirements
7+ years of experience in Digital Workplace Operations, IT Service Delivery, IT Operations, End User Computing (EUC), or related technology operations roles.
Bachelor's degree in Information Technology, Business, Computer Science, or equivalent combination of education and professional experience.
Experience managing enterprise managed service providers and vendor performance.
Experience with ServiceNow ITSM, service reporting, incident management, and operational governance.
Demonstrated experience managing SLAs, KPIs, operational scorecards, and service performance reviews.
Experience leading major incident management, root cause analysis, and problem management processes.
Strong stakeholder management, communication, and presentation skills.
Experience driving continuous improvement initiatives across technology operations environments.
Ability to work fleixible hours to support the operations.
Preferred Skills/Experience
Experience supporting Digital Workplace platforms including Microsoft 365, Microsoft Teams, Microsoft Copilot, Audio/Visual, Webex, and Managed Print
Experience with Employee Experience Monitoring solutions such as Nexthink or similar platforms.
Knowledge of ITIL practices and service management frameworks.
Experience building experience-level agreements (XLAs) and employee-centric service measurement programs.
Experience with workplace collaboration technologies and modern productivity ecosystems.
Understanding of operational risk management, vendor governance frameworks, and contract management.
Experience developing executive-level reporting and operational insights.
Relevant certifications such as ITIL, ServiceNow, Microsoft, PMP, or related industry credentials.
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, please click here.
Our Base Pay Range for this position
$99,100 - $132,100
McKesson has become aware of online recruiting-related scams in which individuals who are not affiliated with or authorized by McKesson are using McKesson’s (or affiliated entities, like CoverMyMeds or RxCrossroads) name in fraudulent emails, job postings or social media messages. In light of these scams, please bear the following in mind:
McKesson Talent Advisors will never solicit money or credit card information in connection with a McKesson job application.
McKesson Talent Advisors do not communicate with candidates via online chatrooms or using email accounts such as Gmail or Hotmail. Note that McKesson does rely on a virtual assistant (Gia) for certain recruiting-related communications with candidates.
McKesson job postings are posted on our career site: careers.mckesson.com.
McKesson is an Equal Opportunity Employer
McKesson provides equal employment opportunities to applicants and employees, without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, age, genetic information, or any other legally protected category. For additional information on McKesson’s full Equal Employment Opportunity policies, visit our Equal Employment Opportunity page.
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 (United States) Disability_Accommodation@McKesson.com or (Canada) Accessibility@mckesson.ca. Resumes or CVs submitted to this email box will not be accepted.
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