Senior Service Manager

About

Drive governance in telephony and service management at McKesson as a Senior Service Manager. Achieve operational excellence across service delivery and analytics in a collaborative environment.

As a Senior Service Manager, you'll be responsible for establishing governance frameworks that ensure effective Contact Center Technology Services. You'll lead SLA management and deliver essential insights to executive leadership while coordinating stakeholder engagements. Your experience will guide legacy platform transitions and modernization initiatives.

Responsibilities

• Direct the governance framework and operational reviews
• Manage SLA performance and conduct service delivery analysis
• Provide detailed service performance analytics to leadership
• Facilitate business unit relationship management and engagement
• Drive the evolution of Enterprise Telephony Services

Requirements

• 10+ years in relevant Service Management experience
• Strong command of SLAs, ITIL frameworks, and service governance
• Expertise in service performance reporting and dashboard creation
• Knowledge of contact center lifecycle management
• More than basic AI fluency for analytics enhancement

Lead impactful governance initiatives and elevate service quality with McKesson.