Lead Service Manager

McKesson•Mississauga, ON

9d•Hybrid

About The 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. The Senior Service Manager, Telephony & Governance 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.

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