Customer Service Manager

The Service Manager – Level 5 directs end‑to‑end ownership for a high‑impact service (or service grouping) within the service portfolio, ensuring deep comprehension of systems, architecture, interfaces, and processes that span teams. This position sets the long‑range service strategy and roadmap, consults with service customers to anticipate evolving requirements, and champions service needs and priorities across the organization to ensure outcomes consistently exceed expectations.

Owning service financials, the Lead Service Manager manages the budget and guides dynamic investment prioritization to maximize value. The role ensures effective service operations and backlog execution at scale, identifies and secures alignment on process‑effectiveness opportunities, evangelizes business and technology trends that improve the service’s business value, and manages the effectiveness of key delivery partnerships—driving continuous improvement in cost, quality, and value

Key Responsibilities

• Direct the strategy, development, and delivery of a portfolio of high impact services, ensuring enterprise level alignment.
• Innovate, govern, and evolve service offerings, segmentation, and demand management across functional boundaries.
• Lead service planning by anticipating future business needs and emerging technology trends.
• Own service financials, driving cost transparency, optimization, and value realization across the service lifecycle.
• Lead service performance, risk, and compliance management, defining enterprise standards for SLAs and continuous improvement.
• Champion process innovation, manage the Service Delivery Package, and ensure roadmaps drive measurable business value.
• Guide prioritization and communication with Product Owners, aligning major service changes across business units.
• Serve as a liaison between executive stakeholders, business leaders, and technology teams to ensure service alignment and impact.

Basic Qualifications

• Bachelor’s degree or equivalent combination of education and experience. Typically, requires 10+ years of progressive experience in data engineering or related fields.
• Extensive experience in enterprise-scale data architecture, advanced ETL development, and big data platform implementation.
• Experience with contact center operations and platforms .
• Expert-level command of enterprise service management principles and the ability to shape service standards and governance.
• Mastery in directing high-severity incident response, communications, and business-impact recovery.
• Advanced capability in overseeing enterprise RCA programs and establishing mechanisms that prevent recurrence.
• Strategic understanding of CMDB governance and its role in risk modeling, service reliability, and operational effectiveness.
• Ability to assess capacity and demand patterns to shape resource strategies and multi-year service plans.
• Expertise in developing service reporting strategies, KPI frameworks, and executive-level performance dashboards.
• Strong leadership presence, with the ability to guide cross-functional priorities, influence stakeholders, and drive service transformation.

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

Our Base Pay Range for this position

$122,100 - $162,800

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