Service Delivery Lead

McKesson is committed to enhancing its operational efficiency by improving its Knowledge Management, Service Request Management, and Continual Impro. The IT Governance function will play a key role in this effort by implementing strategies, roadmaps, and policies that promote knowledge sharing, service excellence, and continuous improvement.

• Support daily execution of Knowledge Management, Service Request Management, and Continual Improvement activities.
• Assist in maintaining knowledge assets and tracking improvement initiatives.
• Assist in identifying inefficiencies in service request workflows and contribute to process improvement / enhanced user experience efforts.
• Monitor key metrics to assess the effectiveness of knowledge management, service request, and continual improvement initiatives.
• Collaborate with cross-functional teams to support alignment and shared accountability in service delivery.
• Assist in onboarding and providing support for KM and SRM tools and processes.
• Support adherence to IT governance policies and procedures through documentation and process alignment.

• Typically requires 4+ years of relevant experience
• Familiarity with ITSM processes, ideally within a technology or healthcare setting.
• Experience in organizing and maintaining knowledge assets.
• Ability to identify and suggest improvements to service request workflows.
• Awareness of change management principles and willingness to support adoption efforts.

• 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.