Operations Support Lead

Mckesson Corporation; Richmond (VA); Vor Ort; USD 111.000 - 185.000; Vollzeit

Zusammenfassung

McKesson is seeking an Operations Support Lead to oversee reliable, secure operations of ERP, WMS, TMS, Finance, and Pricing systems. You will drive incident response, root-cause analysis, and service improvements while coordinating with business stakeholders, MSPs, and IT teams.

The role requires strong ITIL discipline, KPI governance, and the ability to translate business priorities into measurable outcomes across distribution, transportation, finance, and pricing operations.

Qualifikationen

• Bachelor's degree or higher in IT, CS, Supply Chain, Business, Engineering, or related field.
• 3-5 years in IT application support, production operations, or service management, incl. 3+ years in lead role.
• Experience with enterprise applications in supply chain, distribution, logistics, retail, or similar ops.
• Knowledge of ERP, WMS, TMS processes and their downstream finance/pricing impact.
• Experience leading incidents, root cause analysis, backlogs, and service improvements.
• Experience managing MSPs/vendors via contracts, SLAs, KPIs, and action plans.

Aufgaben

• Own end-to-end support model for ERP, WMS, TMS, Finance, and Pricing apps.
• Lead internal analysts and coordinate MSP resources for L2/L3 support.
• Support distribution centers, transport, finance, and pricing teams to ensure system availability.
• Participate in on-call rotations and coordinate after-hours for incidents, releases, and migrations.

Kenntnisse

ERP/WMS/TMS

Incident management

KPI dashboards

ITIL practices

Vendor management

Cross-functional leadership

Cloud/SaaS knowledge

Data analysis

Ausbildung

Bachelor's degree in IT/CS/Supply Chain/Engineering or related field

Tools

Jira Service Management

ServiceNow

Jobbeschreibung

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.

The Operations Support Lead is accountable for the reliable, secure, and efficient operation of business-critical Supply Chain and enterprise applications, including Enterprise Resource Planning (ERP), Warehouse Management Systems (WMS), Transportation Management Systems (TMS), Finance, and Pricing products. The role provides operational leadership across incident, problem, change, request, release, and service-level management while serving as the primary coordination point among business stakeholders, internal technology teams, product owners, and Managed Service Providers (MSPs).

This leader translates business priorities into measurable service outcomes. The role establishes and governs operational KPIs, leads major incident response, drives root-cause elimination, validates production readiness for changes and projects, and ensures support teams have the documentation, monitoring, access, training, and capacity needed to sustain distribution, transportation, financial, and pricing operations. Success requires a strong combination of supply chain domain knowledge, IT service management discipline, vendor governance, executive communication, and continuous improvement leadership.

Key Responsibilities

• Operational ownership for the end-to-end support model across ERP, WMS, TMS, Finance, and Pricing applications, their interfaces, data flows, batch processes, integrations, reporting, and dependent infrastructure services.
• Leadership of internal support analysts and coordinated direction of MSP resources providing L2, and L3 application or platform support.
• Support for distribution centers, transportation operations, corporate finance functions, pricing teams, and other business groups that depend on continuous system availability and accurate transaction processing.
• Participation in an on-call or escalation rotation and coordination of after-hours support for high-impact incidents, releases, peak events, migrations, and business-critical processing windows.

Minimum Requirements

• Bachelor's degree in Information Technology, Computer Science, Supply Chain, Business, Engineering, or a related field, or equivalent combination of education and relevant experience.
• 3-5 years of progressive experience in IT application support, production operations, service management, or a related discipline, including at least 3 years in a lead, supervisory, or service ownership capacity.
• Demonstrated experience supporting business-critical enterprise applications in Supply Chain, distribution, logistics, retail, manufacturing, or a comparably complex operating environment.
• Practical knowledge of ERP, WMS, and TMS processes and integrations, with the ability to understand downstream impacts to Finance and Pricing.
• Experience leading major incidents, conducting root-cause analysis, managing service backlogs, and implementing measurable service improvements.
• Experience managing MSPs, vendors, or outsourced support services using contracts, SLAs, KPIs, service reviews, and corrective action plans.
• Strong knowledge of ITIL-aligned incident, problem, change, request, knowledge, service-level, and continual improvement practices.
• Ability to analyze operational data and produce KPI dashboards, trend analysis, executive summaries, and action-oriented service reviews.
• Excellent written and verbal communication skills, including the ability to communicate effectively with distribution center teams, technical specialists, vendors, and senior executives.
• Ability to lead through influence in a matrixed organization, manage competing priorities, make sound decisions under pressure, and maintain a strong customer and business-outcome focus.

Preferred

• Experience with one or more leading ERP, WMS, or TMS platforms and related middleware, EDI, API, batch, database, reporting, and integration technologies.
• Experience supporting cloud or SaaS platforms such as Google Cloud Platform, Microsoft Azure, or Amazon Web Services, plus hybrid infrastructure and enterprise networking dependencies.
• Experience with Jira Service Management, ServiceNow, or a comparable IT service management platform, including dashboarding and workflow configuration.
• Familiarity with distribution center technologies such as RF devices, printers, label systems, material handling equipment, warehouse automation, controls, and carrier shipping solutions.
• Experience with Agile, DevOps, Site Reliability Engineering, product operating models, or project-to-operations transition governance.
• ITIL 4 Foundation or higher certification. Relevant cloud, project management, supply chain, or vendor management certifications are also valued.
• Experience using analytics, automation, and AI-enabled tools responsibly to improve triage, documentation, knowledge management, reporting, or operational efficiency.

About MMS

McKesson Medical-Surgical (MMS), which is expected to become Wellverse in early 2027, is a subsidiary and publicly reported segment of the McKesson Corporation. MMS distributes medical-surgical supplies, pharmaceuticals, diagnostic equipment and supplies, along with other solutions and services to virtually every type of healthcare setting and provider outside of the traditional hospital. These markets - often referred to as Alternate Care or Non-Acute Care - include physician offices, surgery centers, long-term care providers, laboratories, home health and hospice agencies, health systems, government facilities and online marketplaces and retailers.

Alternate Care markets are growing rapidly, and MMS is proud to be a leader in this space. With a team of approximately 8,000 employees, a network of 15 distribution centers and approximately 900 delivery vehicles, we collaborate with more than 2,200 leading manufacturers and serve over 200,000 customer accounts across the U.S. Our catalog includes more than 270,000 SKUs of branded and private-label medical-surgical products - from bandages to specialty pharmaceuticals and COVID-19 tests.

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

$110,700 - $184,500

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

Join us at McKesson!