ITSM Service Delivery Lead

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.

Role Description

We are seeking an experienced ITSM Service Delivery Lead to play a critical role in implementing, administering, and continuously improving ITSM processes and tools, with a focus on aligning IT services to business needs. This position will be responsible for overseeing the ITSM roadmap, leads cross-functional initiatives, and ensures that ITSM tools and processes deliver measurable value to the organization while fostering collaboration and innovation.

Duties

• Contribute to the development and execution of ITSM strategy, ensuring alignment with organizational goals, ITIL best practices, and the capabilities of ServiceNow.
• Establish and monitor KPIs, SLAs, and OLAs to measure ITSM performance and identify improvement opportunities.
• Collaborate on the ITSM roadmap, focusing on delivering ServiceNow Platform capabilities (i.e. new modules, tools, and integrations) to enhance service management.
• Lead ITSM projects, ensuring adherence to best practices and delivering measurable business value.
• Drive continuous service improvement efforts across all ITSM functions, including Incident, Problem, Change, Service Request, and Knowledge Management.
• Collaborate with key stakeholders-across IT and the business-to identify opportunities for process optimization, automation, and increased service quality.
• Act as a change agent within the organization to promote ITSM best practices, standards, and cultural adoption.
• Work closely with cross-functional teams to support strategic initiatives, ensuring all ITSM initiatives align with overall IT and business objectives.
• Prioritize and manage ITSM backlog within ServiceNow
• Ensure compliance with ITIL frameworks and governance policies.
• Provide leadership and guidance to ITSM team members, including mentoring and training.

Minimum Requirements

• Minimum of 8-10 years of experience in IT Service Management, IT Operations and driving service improvement initiatives.

Critical Skills

• Strong understanding of ITIL processes and their implementation within ServiceNow or similar platforms.
• Demonstrated success in leading ITSM projects and delivering measurable service improvements.
• Experience with reporting and analytics within ServiceNow, including dashboards, KPIs, and SLA tracking.
• Proven ability to manage multiple projects, priorities, and stakeholders in a complex, global IT environment.
• Excellent problem-solving, analytical, and communication skills.
• A track record of driving change and fostering a culture of continuous improvement within an IT organization.

Additional Knowledge & Skills

• ITIL certified or strong knowledge of ITIL processes
• Demonstrated ability to effectively facilitate change and garner the support of others
• PMP or equivalent certification is a plus.
• Proven experience as a member and leader of a high performing team

Education

4-year degree in computer science or 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. For more information regarding benefits at McKesson, pleaseclick here.

Our Base Pay Range for this position

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. For additional information on McKesson's full Equal Employment Opportunity policies, visit our Equal Employment Opportunity page.

Join us at McKesson!