Lead Product/Service Manager, Agent & Supervisor Exp.

McKesson; Mississauga; On-site; CAD 173,000 - 230,000; Full time

Job summary

McKesson is seeking a The Service Manager – Level 5 to own end-to-end services and drive strategy across the enterprise in a data-driven environment. This role focuses on architecture, governance, and optimization of service delivery with a strong emphasis on cost, quality, and business value.

You will direct large-scale data initiatives, partner with product and technology teams, and lead cross-functional efforts to align service outcomes with strategic goals.

Qualifications

• 10+ years of progressive experience in data engineering or related fields.
• Extensive experience in enterprise-scale data architecture and ETL development.
• Experience with contact center operations and platforms.
• Expert-level service management principles and governance.
• Mastery in directing high-severity incident response and business-impact recovery.
• Ability to develop service reporting and executive dashboards.

Responsibilities

• Direct strategy, development, and delivery of a portfolio of high‑impact services.
• Innovate, govern, and evolve service offerings 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.
• Lead service performance, risk, and compliance management, defining enterprise standards for SLAs.
• Champion process innovation, manage the Service Delivery Package, and ensure roadmaps drive value.
• Guide prioritization and communication with Product Owners across business units.
• Serve as a liaison between executive stakeholders, business leaders, and technology teams.

Skills

Strategic leadership

Data engineering knowledge

ETL development

Big data platforms

Incident response

KPI dashboards

Cross-functional collaboration

Education

Bachelor’s degree or equivalent in a related field

Tools

Enterprise data architecture

Service management tools

Job description

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 (Purpose of job):

TheService Manager – Level 5directs 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 toanticipateevolving 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 ofhigh impactservices, ensuringenterprise levelalignment.
• 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 riskmodeling, 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 click here.

Our Base Pay Range for this position

$122,100 - $162,800

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) [e-mail] or (Canada) [e-mail]. Resumes or CVs submitted to this email box will not be accepted.

Join us at McKesson!