Director, HR Service Delivery Systems

Location: Montreal

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.
Position Summary  The Employee Care Team provides HR support to all McKesson employees and people leaders. The Employee Care Team’s mission is “Helping employees with everyday HR needs and coaching people leaders to effectively lead their teams.” The Strategy & Enablement team within the Employee Care team enables Employee Care to achieve their mission through delivering a great self-service HR experience enabled by easy-to-use technology and employee-centric HR content, and by equipping HR representatives with the latest information so they can provide exceptional service to employees when more support is needed beyond the self-service offerings.
The Director HR Service Delivery Systems goal is to enhance how HR service delivery systems work, leverage automation and AI responsibly, and enhance and build people technology that enables teams to deliver exceptional employee service experience. This role is responsible for the strategic and operational ownership of HR Service Delivery platforms (e.g., Service Now) from a business perspective. This role serves as the primary liaison between HR service delivery stakeholders and technology teams to ensure the platform delivers measurable business value, exceptional employee experience, and scalable HR service operations.
Activities include scoping current-state HR processes and workflows to identify friction points, manual workarounds, duplication, and areas prone to human error; use findings to design simplified, future-state workflows that are scalable, intuitive, and adoption-ready. Align platform capabilities with HR Shared Services, employee experience, and business objectives.
Owns  Product strategy, governance, demand management, prioritization, roadmap, business requirements, stakeholder alignment, release preparedness, adoption, and value realization.
Does Not Own  Technical architecture, platform administration, integrations, development, infrastructure, or security configuration.
The ideal candidate brings HR shared service delivery expertise (including workflows), technology fluency, AI curiosity, change enablement capability, and the discipline to translate business needs into scalable, data-informed products, workflows, and adoption plans.

Key Responsibilities  (List the top five to seven essential responsibilities in priority order.)
Develop and maintain the service delivery strategy and roadmap, including Service Now HRSD business product vision and strategy for HR Services operations technology such as the phone and quality monitoring platforms.
Lead governance, enhancements and demand management including process, forums, and decision-making activities. Manage intake, assessment, prioritization, and approval of enhancement requests.
Identify, evaluate, and implement enhancement opportunities to streamline or improve processes, enhance system functionality, and increase self-service capabilities.
Drive continuous improvement initiatives that increase efficiency, quality, and employee satisfaction.
Partner with McKesson Technology, COEs, and stakeholder to advance objectives.
Create business cases for technology investment and…