Director of Operations – End User Services

Key Responsibilities

• Develop and implement operational strategies to streamline processes, reduce costs, and enhance overall efficiency.
• Establish and enforce governance policies and procedures to ensure compliance with regulatory standards and industry best practices. Govern our external partners.
• Identify and actively close gaps in our processes that help improve user experience.
• Identify processes that deliver a poor user experience and develop updated processes to improve user experience
• Lead cross-functional teams to drive continuous improvement initiatives and operational excellence throughout the organization.
• Oversee reporting and analytics initiatives, including the development of key performance indicators (KPIs) and metrics to track progress and identify areas for improvement.
• Collaborate with departmental leaders to develop and maintain operational budgets, forecasts, and resource allocation plans.
• Conduct regular audits and assessments to evaluate the effectiveness of operational processes, governance frameworks, and reporting systems.
• Provide guidance and support to departmental leaders on operational, governance, reporting, and analytics-related issues.
• Stay informed about industry trends, regulatory changes, and emerging best practices related to operations, governance, reporting, and analytics.
• Foster a culture of accountability, transparency, and compliance within the organization.
• Prepare and present reports, presentations, and recommendations to senior leadership and stakeholders.

Qualification & Requirements

Minimum Requirements

• 10+ years of experience delivering and supporting high-quality, reliable technology services
• 6+ years in a leadership role
• Must have End User Computing experience 50K+ users

Critical Skills

• Proven record of success running IT Service Management in an ITIL operating model. ITIL foundation certification required. ITIL intermediate and advanced certifications preferred.
• Solid background in device deployment
• Experience developing and implementing operational strategies that drive measurable results
• Strong understanding of regulatory requirements and governance principles
• Excellent leadership, communication, and interpersonal skills
• Ability to work effectively in a fast-paced, dynamic environment and lead cross-functional teams to achieve common goals
• Detail-oriented with strong analytical and problem-solving abilities
• Ability to successfully influence up, down, and across organizations to drive operational excellencev

Additional Knowledge & Skills

• Knowledge of and experience in the Healthcare industry is a plus.
• Highly organized and detail-oriented with respect to documentation.
• Exceptional verbal and written communication competency.
• Excellent critical thinking and diagnostic aptitude.
• High capacity to manage multiple priorities.
• Exhibit a strong sense of urgency and ownership for task/project completion.
• Strong leadership skills that inspire team confidence and respect while motivating team members in a creative and effective manner.
• Experience in managing and working with distributed team members.
• Desire for achieving excellence in customer satisfaction, process and product quality and reliability.
• Experience in managing a large (>50k) End user computing environment (PC, Mac & mobile devices)
• Experience in managing devices using Endpoint management tools (InTune, SCCM, Jamf)

Education

• 4-year degree in computer science or related field or equivalent experience

Physical Requirements

• General Office Demands

Others

• Candidate must be authorized to work in the U.S, now or in the future, without the support from McKesson.
• Relocation is NOT budgeted for this position.

Benefits

• Medical, Dental, and Vision
• Health Spending Accounts
• Flexible Spending Accounts
• 401(k) (U.S.)
• Pension (Canada)
• Employee Stock Purchase Plan
• Mental Health Programs
• Flexible Schedules
• Paid Time Off
• Wellness Program
• Education Reimbursement
• Volunteer Opportunities
• Flexible Work Environment