Sr. Digital Operations Lead

McKesson; Mississauga; On-site; CAD 110,000 - 150,000; Full time

Benefits offered by this job

Bonus opportunities

Total rewards package

Job summary

McKesson is seeking a Sr. Digital Operations Lead to drive operational performance, service governance, and continuous improvement of our digital workplace environment in Mississauga, Canada.

You will partner with internal tech teams, stakeholders, and vendors to optimize service delivery and enhance employee experiences through data-driven management. The role focuses on Microsoft 365, Teams, Copilot, ServiceNow, and employee experience monitoring; you will own service metrics, incidents, and

Qualifications

• 7+ years in Digital Workplace Operations or related roles.
• Experience managing enterprise MSPs and vendor performance.
• Experience with ServiceNow ITSM and operational governance.
• Experience leading incident, root cause analysis and problem management.

Responsibilities

• Lead Digital Workplace Operations ensuring stability and service quality.
• Establish and manage service delivery governance with internal teams and MSPs.
• Implement processes to automate components for end-to-end testing, monitoring and alerting.
• Own vendor and MSP performance, including contract adherence and risk management.
• Define, track and improve service metrics, KPIs, SLAs, XLAs and health indicators.
• Utilize ServiceNow ITSM reporting and dashboards to drive decisions.
• Lead major incident management, restoration and problem management activities.
• Analyze customer experience and service performance data to identify improvements.
• Collaborate with stakeholders to align digital workplace strategies with business goals.
• Address remediations for security, monitoring and process improvements.

Skills

Digital Workplace Operations

IT Service Delivery

Vendor governance

ServiceNow ITSM

Incident management

Stakeholder management

Continuous improvement

ITIL

Education

Bachelor's degree in IT/CS/Business

Tools

ServiceNow ITSM

Nexthink

Job description

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.

About the Role

McKesson is seeking a Sr. Digital Operations Lead to lead the operational performance, service governance, and continuous improvement of our digital workplace environment. This role is responsible for driving service excellence across workplace technologies and managed service providers while ensuring exceptional employee experiences through data-driven operational management. You will partner closely with internal technology teams, business stakeholders, and strategic vendors to optimize service delivery, oversee operational performance, and advance digital workplace capabilities including Microsoft 365, Teams, Copilot, ServiceNow, and employee experience monitoring platforms. The ideal candidate combines strong operational leadership, vendor governance expertise, and a passion for delivering frictionless technology experiences for employees.

What You'll Do

• Lead Digital Workplace Operations, ensuring operational stability, service quality, and continuous improvement across workplace technology services.
• Establish and manage service delivery governance frameworks with internal teams and managed service providers.
• Implement process to automate components to ensure end-to end testing, monitoring and alerting.
• Own vendor and managed service performance, including contract adherence, operational reviews, risk management, and escalation leadership.
• Define, track, and improve service metrics, KPIs, SLAs, XLAs, and operational health indicators.
• Utilize ServiceNow ITSM reporting and dashboards to drive operational decisions and service improvements.
• Lead major incident, service restoration, and problem management activities to minimize business disruption.
• Analyze customer experience, operational trends, and service performance data to identify improvement opportunities.
• Collaborate with cross-functional stakeholders to develop and execute digital workplace strategies aligned to business objectives.
• Own any remediations for security, monitoring, and process improvements identified in the Operations.

What You'll Bring

Basic Requirements

• 7+ years of experience in Digital Workplace Operations, IT Service Delivery, IT Operations, End User Computing (EUC), or related technology operations roles.
• Bachelor's degree in Information Technology, Business, Computer Science, or equivalent combination of education and professional experience.
• Experience managing enterprise managed service providers and vendor performance.
• Experience with ServiceNow ITSM, service reporting, incident management, and operational governance.
• Demonstrated experience managing SLAs, KPIs, operational scorecards, and service performance reviews.
• Experience leading major incident management, root cause analysis, and problem management processes.
• Strong stakeholder management, communication, and presentation skills.
• Experience driving continuous improvement initiatives across technology operations environments.
• Ability to work fleixible hours to support the operations.

Preferred Skills/Experience

• Experience supporting Digital Workplace platforms including Microsoft 365, Microsoft Teams, Microsoft Copilot, Audio/Visual, Webex, and Managed Print
• Experience with Employee Experience Monitoring solutions such as Nexthink or similar platforms.
• Knowledge of ITIL practices and service management frameworks.
• Experience building experience-level agreements (XLAs) and employee-centric service measurement programs.
• Experience with workplace collaboration technologies and modern productivity ecosystems.
• Understanding of operational risk management, vendor governance frameworks, and contract management.
• Experience developing executive-level reporting and operational insights.
• Relevant certifications such as ITIL, ServiceNow, Microsoft, PMP, or related industry credentials.

We are proud to offer a competitive compensation package at McKesson as part of our Total Rewards. This is determined by several factors, including performance, experience and skills, equity, regular job market evaluations, and geographical markets. The pay range shown below is aligned with McKesson's pay philosophy, and pay will always be compliant with any applicable regulations. In addition to base pay, other compensation, such as an annual bonus or long-term incentive opportunities may be offered. For more information r