Service Delivery Director (Knowledge Mgmt & Service Request Mgmt)

McKesson is advancing its operational excellence by maturing its capabilities in Knowledge management, Service Request Management, and Continual Improvement. The IT Governance function will be central to this evolution—developing and executing integrated strategies, roadmaps, and policies that foster a culture of knowledge sharing, service excellence, and continuous value delivery.

• Strategic Leadership: Define and champion a unified vision for Knowledge Management, Service Request Management, and Continual Improvement that aligns with McKesson’s IT governance and business priorities.
• Integrated Roadmap Development: Design and execute a comprehensive roadmap that outlines maturity goals, success metrics, and timelines for KM, SRM, and CI.
• Policy and Best Practice Governance: Establish and enforce enterprise-wide standards, policies, and best practices for knowledge lifecycle management, service request fulfilment, and continual improvement.
• Knowledge Management: Lead the curation, governance and optimization of knowledge assets; ensuring they are structured, accessible, and actionable across McKesson Technology.
• Adoption and Change Enablement: Drive adoption of KM and SRM tools and processes through targeted communication, training, and change management strategies.
• Performance Measurement and Insights: Define and track KPIs and CSAT metrics to evaluate the effectiveness of knowledge, service request, and continual improvement initiatives.
• Cross-Functional Collaboration and Influence: Build strong partnerships across IT, operations, and business units to foster alignment and shared accountability.

• Typically requires 12+ years of professional experience and 4+ years of management experience.
• Critical Skills: Proven experience in leadership roles, preferably within a technology or healthcare setting.
• Demonstrated experience in ITIL process ownership, including the development and implementation of best practice frameworks, policies and tools.
• Proven experience in developing and implementing knowledge management strategies.
• Expertise in knowledge governance, taxonomy design, and enterprise content management.
• Demonstrated ability to lead and optimize service request processes while embedding continual improvement practices that enhance service delivery, user satisfaction, and operational agility.
• Strong understanding of change management principles and adoption strategies.
• Experience managing delivery within a matrixed organization and partnering effectively with Managed Service Providers (MSPs) to ensure alignment, accountability, and high-quality outcomes.

• Medical, Dental, and Vision
• Health Spending Accounts
• Flexible Spending Accounts
• 401(k) (U.S.)
• Pension (Canada)
• Employee Stock Purchase Plan
• Mental Health Programs
• Flexible Schedules
• Paid Time Off
• Wellness Program
• Education Reimbursement
• Volunteer Opportunities
• Flexible Work Environment

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.