Lead Service Manager-Agent and Supervisor Assist
About The Position
The Senior Service Manager, Agent and Supervisor Assist Capabilities directs the cross-cutting service management functions that enable the Contact Center Technology Services engagement model to operate effectively. This role owns governance framework operations, SLA management and reporting, service analytics, business unit relationship coordination, and portfolio-level performance reporting - serving as the operational backbone that ensures consistency of experience for business unit partners across all services. Additionally, this role owns the Enterprise Telephony Service, ensuring reliable and secure telephony solutions for current users while evaluating modernization paths and alternative services over time. The Senior Service Manager drives legacy platform transition planning, technical debt reduction, and leverages AI-enabled analytics to enhance reporting quality and governance effectiveness. This position requires deep expertise in service governance, the ability to influence across a complex stakeholder environment spanning multiple business units, and the discipline to maintain operational excellence while managing services at different lifecycle stages.
Requirements
- Degree or equivalent and typically requires 10+ years of relevant experience. Less years required if has relevant Master’s or Doctorate qualifications.
- Expert-level command of enterprise service management principles including ITIL frameworks, SLA management, and service governance
- Advanced capability in service performance reporting, KPI framework development, and executive-level dashboard creation using data-driven analytics
- Strong understanding of contact center technologies or enterprise technology platforms and their lifecycle management
- Demonstrated expertise in managing governance cadences across multiple stakeholders and business units with competing priorities
- Applied AI fluency - active use of AI assistants (Claude, Copilot, ChatGPT) and automation tools to enhance service analytics, accelerate reporting, and drive governance efficiency
- Strong leadership presence with the ability to influence cross-functional priorities and drive accountability across service teams and vendor partners
- Ability to manage services at different lifecycle stages - from active investment through maintenance and decommissioning - while maintaining stakeholder confidence and service quality
- Experience defining and tracking customer experience metrics (CSAT, NPS, service quality indicators) to inform service strategy and continuous improvement
Nice To Haves
- Experience in healthcare technology or other regulated industries is strongly preferred.
- Candidate must be authorized to work in the Canada Office , now or in the future, without the support from McKesson.
Responsibilities
- Own and operate the governance framework for Contact Center Technology Services, including the cadence, content, and effectiveness of service portfolio reviews, service delivery reviews, backlog alignment sessions, and operational reviews
- Lead SLA management across all service tiers, defining performance standards, tracking delivery against commitments, and driving accountability for service outcomes with internal teams and managed service partners
- Deliver portfolio-level performance reporting and service analytics that provide executive leadership with actionable insights on service health, customer experience metrics, adoption trends, and improvement opportunities
- Coordinate the business unit relationship cadence, ensuring consistent engagement with business unit CIO organizations through defined governance forums and demand management processes
- Own the Enterprise Telephony Service, ensuring reliable and secure solutions for current users while evaluating modernization opportunities and alternative services for long-term evolution
- Drive legacy platform transition planning and technical debt reduction, ensuring decommissioning of legacy systems is governed effectively and transition timelines are managed with stakeholder alignment
- Leverage AI-enabled analytics and automation to enhance service reporting, identify patterns in service performance data, and accelerate governance cycle preparation and decision-making
- Establish and maintain service catalog standards, ensuring consistency of service definitions, tier specifications, and engagement model documentation across the portfolio
Benefits
- competitive compensation package
- annual bonus or long-term incentive opportunities may be offered
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
