Director, HR Service Delivery Systems
About this role
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., ServiceNow) 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 ServiceNow 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 qualify the value created through technology investment.
Minimum Job Qualifications (Knowledge, Skills, & Abilities):
Education/Training –
Degree or equivalent and typically minimum 10 years of relevant experience.
Preferred: Direct ServiceNow HR Service Delivery (HRSD) experience
Business Experience –
Previous experience in a shared services operations environment
Specialized Knowledge/Skills –
Technology fluency, including automation and AI
Communication – written and verbal
Attention to detail
Project management
Relationship management
General HR knowledge foundation
Working Conditions:
Environment (Office, warehouse, etc.) –
Traditional office environment.
Physical Requirements (Lifting, standing, etc.) –
Large percent of time performing computer- based work is required.
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.
Our Base Pay Range for this position
$122,100 - $162,800McKesson has become aware of online recruiting-related scams in which individuals who are not affiliated with or authorized by McKesson are using McKesson’s (or affiliated entities, like CoverMyMeds or RxCrossroads) name in fraudulent emails, job postings or social media messages. In light of these scams, please bear the following in mind:
McKesson Talent Advisors will never solicit money or credit card information in connection with a McKesson job application.
McKesson Talent Advisors do not communicate with candidates via online chatrooms or using email accounts such as Gmail or Hotmail. Note that McKesson does rely on a virtual assistant (Gia) for certain recruiting-related communications with candidates.
McKesson job postings are posted on our career site: careers.mckesson.com.
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 Opportunity 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) Disability_Accommodation@McKesson.com or (Canada) Accessibility@mckesson.ca. Resumes or CVs submitted to this email box will not be accepted.
Join us at McKesson!
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