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Job Title: Service Manager – Transport / Telephony

Current Need:

The Sr. Service Manager – Transport / Telephony role is part of McKesson’s US Oncology IT support organization, reporting to the US Oncology VP of Infrastructure Services. S/he will provide oversight for the overall health of the transport and telecom systems that operate US Oncology practices. The Service Manager will own the US Oncology transport and telecom service roadmaps, work with stakeholders to ensure services are fit for purpose, healthy and aligned to McKesson standards. S/he will closely collaborate with Customer Success teams on requests to ensure the PMO and McKesson Technology Service Delivery teams are delivering projects that meet objectives and are meeting committed timelines. To ensure the continued improvement reduce impacts on service, S/he will use ITIL guidelines to ensure best practices are followed for incident and change management. The scope of the role will include support for all regionally located USON Physician Practices, Joint Ventures and their supporting IT groups representing operations across 450+ sites in the United States.

In partnership with the McKesson Technology Partners as well as IT leadership, US Oncology Partners, the Service Manager will ensure the telecom program aligns with unified objectives of McKesson and USON Network strategy. It is expected that the best candidate for the role will have strong experience in both legacy and modern transport and telecom design concepts and technologies that ensures quality delivery of traditional Data, Voice, Unified Communications and Contact Center services across the Enterprise through a complex set of network topologies and diverse carrier circuits. A strong understanding of underlying network, circuit, configuration, maintenance, troubleshooting techniques and security best practices are required to be successful.

The Service Manager will demonstrate leadership through a monthly service review process that advertises delivery guides, runbooks, and site/practice inventories to best support Operations and Customer Success; this in turn maintains a culture of performance and transparency, lower unit operating costs, improve efficiency and quality, and continually build trust and credibility throughout the organization.

Key responsibilities include:

• Ownership of Major Incident Management (MIM)
• Assist Operations Manager with situations that require escalations such as SLA breaches or expertise such as technology recommendations
• Represent USON Practice needs and ensure service stability, fit for purpose and standards compliance are achieved
• Provide current state site/practice asset data, service guides, buy sheets and catalog information to efficiently enable Practice teams to self service requests.
• Maintain documentation to support USON environment including non-standard configurations required to support Practices.
• Provide metrics on KPIs as required to support Service Health and initiatives
• Works with internal and external technology partners and assists on SOW and strategic initiatives
• Ability to understand, analyze data and produce meaningful conclusions
• Establish priorities, provide guidance, and secure engagement and commitment from teams
• Responsible for driving the adoption of UCaaS/CCaaS services across US Oncology to mature and improve the patient experience
• Support of network technologies that deliver Voice, Unified Communications and Contact Center that support Patient Care
• Overseeing cellular service program
• Improvement of Telecom expense management
• Manage the telecom portfolio initiatives with a get to green mentality

Minimum Requirements: Typically requires 10+ years of relevant experience.

Critical Skills

• Experience with PBX and VoIP Troubleshooting
• Experience rolling out Telephony Refresh Programs at various scale
• Experience with device implementation, configuration, management and monitoring
• Understanding of network packet capture and analysis
• Demonstrated experience with debug\trace in production environments
• Experience in ethernet, fiber, 802.11 networks and mobile connectivity
• Understanding of LAN/WAN/SDWAN and QoS
• Understanding of network design (configuration, segmentation and security)
• Understanding of UCaaS/CCaaS services
• Strong understanding of Contact Center services that drive efficiency and quality with Agents and Customer Interactions (CTI, WFM, QA, Recording)

Additional Skills

• Knowledge of the healthcare and software industries.
• Understanding of traditional PBX technologies (Mitel, Nortel, Shoretel)
• Strong understanding of softphone and remote agent technology
• Strong communication and interpersonal skills to build/maintain ongoing business relationships within all organizational levels.
• A solution-oriented mindset, with the ability to exercise good professional judgment.
• Self-motivated team player with the ability to handle multiple work streams and support various team member collaborative projects to completion

Education : 4-year degree or equivalent experience

Physical Requirements

• General Office environment

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. 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

McKesson is an Equal Opportunity Employer

McKesson provides equal employment opportunities to applicants and employees and is committed to a diverse and inclusive environment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, age or genetic information. For additional information on McKesson’s full Equal Employment Opportunity policies, visit our Equal Employment Opportunity page.

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