Sr. Service Operations Manager - Enablement & Governance Job Mississauga area,Ontario Canada,IT/Tech

Role Summary

The Senior, IT Operations Enablement & Service Management supports centralized IT operations coordination and IT service management (ITSM) governance activities for the US Oncology Network (US Oncology). This role partners with field-based practice IT teams (ITCs), Regional Technology Operations Leaders, and McKesson technology service teams to support major incident response, change management execution, and operational escalations impacting US Oncology practices nationwide.

The position contributes to Service Now/ITSM standards, reporting, and technology operations enablement efforts to promote consistent processes, data quality, and service performance.

Key Accountabilities

A. Incident & Change Leadership

Review Standard and Normal-Low risk US Oncology change requests for operational readiness and provide impact notes; prepare US Oncology operational context for Normal-High and Enterprise changes routed to the McKesson Change Advisory Board (CAB)

Coordinate post-incident bridge recaps, including action items, owner assignments, and follow-through tracking to closure

Participate as a US Oncology representative in Major Incident Management (MIM) bridge calls and the Daily Operations Meeting (DOM), helping coordinate local IT response and translating McKesson BU communications into actionable guidance for regional Ops teams

Maintain availability for nights/weekends as needed to support P1/P2 incident bridges and scheduled go-lives (including change windows), ensuring timely US Oncology impact assessment and stakeholder coordination

B. Primary Escalation Point

Serve as one of several centralized escalation contacts for US Oncology local and regional IT teams during major incidents, ambiguous ownership situations, and complex operational problems

Provide real-time decision support, hands-on problem solving, and escalation path guidance — eliminating the 'who do I call?' uncertainty that can impact resolution time in the incident lifecycle

Coordinate and drive periodic updates to escalation routing guidance and contact information by the accountable data owners (e.g., local IT teams and BU partners) in key master data records

C. Service Now & ITSM Governance

Administer and support US Oncology Service Now operational standards (required fields, ticket categorization, priority definitions, routing rules, SLA triggers, and escalation thresholds) and recommend updates as needed

Monitor data quality for US Oncology-originated Service Now records; identify categorization errors, missing data, and stale open items, and coordinate remediation with record owners

Deliver Service Now enablement to ITCs and Ops Managers: training sessions, office hours, FAQs, job aids, and quick reference guides

Prepare regular ITSM governance reports for operational leaders (e.g., SLA attainment, ticket quality metrics, volume trends, and recurring issue patterns)

Partner with McKesson Service Now platform owners to advocate for US Oncology-specific workflow improvements and configuration needs

D. RCA & Continuous Improvement

Serve as a central US Oncology representative in all formal Root Cause Analyses (RCAs) for incidents impacting US Oncology practices

Identify recurring patterns across incidents, change failures, and escalations; maintain a gap tracker with owners, target resolution dates, and status, and raise trends to appropriate stakeholders

Partner with McKesson BU teams (Network, Telecom, Cyber, Endpoints) to implement sustainable fixes — not just ticket closures

Draft a quarterly operational improvement summary for review, covering top gaps identified, actions taken, and measurable outcomes

E. ITC Enablement & Documentation

Maintain and curate the US Oncology ITC Playbook Library (SOPs, escalation decision trees, job aids, and quick-reference guides) in partnership with regional and enterprise stakeholders

Develop and deliver ITC training documentation and training to enable standard work and consistent process adoption. Optimize documentation for new procedures, platform changes, and compliance requirements — in coordination with McKesson Technology rollout teams

Coordinate the monthly IT Operations All Hands content…