Lead Service Manager-Agent and Supervisor Assist (Mississauga)

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. Senior Service Manager, Agent and Supervisor Assist Capabilities directs the cross‑cutting service management functions that enable the Contact Center Technology Services engagement model to operate effectively. This role owns governance framework operations, SLA management and reporting, service analytics, business unit relationship coordination, and portfolio‑level performance reporting – serving as the operational backbone that ensures consistency of experience for business unit partners across all services. Additionally, this role owns the Enterprise Telephony Service, ensuring reliable and secure telephony solutions for current users while evaluating modernization paths and alternative services over time. The Senior Service Manager drives legacy platform transition planning, technical debt reduction, and leverages AI‑enabled analytics to enhance reporting quality and governance effectiveness. This position requires deep expertise in service governance, the ability to influence across a complex stakeholder environment spanning multiple business units, and the discipline to maintain operational excellence while managing services at different lifecycle stages. Key Responsibilities - Own and operate the governance framework for Contact Center Technology Services, including the cadence, content, and effectiveness of service portfolio reviews, service delivery reviews, backlog alignment sessions, and operational reviews. - Lead SLA management across all service tiers, defining performance standards, tracking delivery against commitments, and driving accountability for service outcomes with internal teams and managed service partners. - Deliver portfolio‑level performance reporting and service analytics that provide executive leadership with actionable insights on service health, customer experience metrics, adoption trends, and improvement opportunities. - Coordinate the business unit relationship cadence, ensuring consistent engagement with business unit CIO organizations through defined governance forums and demand management processes. - Own the Contact Center, ensuring reliable and secure solutions for current users while evaluating modernization opportunities and alternative services for long‑term evolution. - Drive legacy platform transition planning and technical debt reduction, ensuring decommissioning of legacy systems is governed effectively and transition timelines are managed with stakeholder alignment. - Leverage AI‑enabled analytics and automation to enhance service reporting, identify patterns in service performance data, and accelerate governance cycle preparation and decision‑making. - Establish and maintain service catalog standards, ensuring consistency of service definitions, tier specifications, and engagement model documentation across the portfolio. Minimum Requirement Degree or equivalent and typically requires 10+ years of relevant experience. Less years required if has relevant Master’s or Doctorate qualifications. Physical Requirements General Office Demands, We are Flex and Connect with 2 days a week in office. Required Skills - Expert‑level command of enterprise service management principles including ITIL frameworks, SLA management, and service governance. - Advanced capability in service performance reporting, KPI framework development, and executive‑level dashboard creation using data‑driven analytics. - Strong understanding of contact center technologies platforms and their lifecycle management. - Demonstrated expertise in managing governance cadences across multiple stakeholders and business units with competing priorities. - Applied AI fluency – active use of AI assistants (Claude, Copilot, ChatGPT) and automation tools to enhance service analytics, accelerate reporting, and drive governance efficiency. - Strong leadership presence with the ability to influence cross‑functional priorities and drive accountability across service teams and vendor partners. - Ability to manage services at different lifecycle stages – from active investment through maintenance and decommissioning – while maintaining stakeholder confidence and service quality. - Experience defining and tracking customer experience metrics (CSAT, NPS, service quality indicators) to inform service strategy and continuous improvement. Nice to Have - Experience in healthcare technology or other regulated industries is strongly preferred. Candidate must be authorized to work in the Canada Office, now or in the future, without the support from McKesson. Our Base Pay Range for this position $122,100 - $162,800 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 regarding benefits at McKesson, please click here. Equal Employment Opportunity McKesson is an Equal Opportunity Employer. McKesson provides equal employment opportunities to applicants and employees, without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, age, genetic information, or any other legally protected category. For additional information on McKesson’s full Equal Employment Opportunity policies, visit our Equal Employment Prospect page. McKesson is committed to being an Equal Employment Opportunity Employer and offers opportunities to all job seekers including job seekers with disabilities. If you need a reasonable accommodation to assist with your job search or application for employment, please contact us by sending an email to (United States) or (Canada) Resumes or CVs submitted to this email box will not be accepted. #J-18808-Ljbffr Apply on Kit Job: kitjob.ca/job/2p9k52