Responsable des opérations, soutien et maintenance des solutions et gestion des fournisseurs/Operations Lead, Solution Support, Maintenance & Vendor Management

McKesson•Montreal, QC

3d•CA$116,300 - CA$193,800•Hybrid

About The Position

The Operations Lead, Solution Support and Maintenance & Vendor Management is accountable for the stability, reliability, and continuous evolution of production solutions across assigned application domains. This role ensures operational excellence while driving continuous improvement, automation, and modernization initiatives that enhance service quality, operational efficiency, resilience, and business outcomes. Acting as a strategic operational leader, the incumbent proactively identifies systemic issues, leads root cause resolution efforts, and modernizes support, maintenance, and vendor engagement practices. The role partners with business stakeholders, technology teams, vendors, and leadership to ensure secure, compliant, scalable, and customer-focused application services.

Requirements

Proven experience in application support, operations, or IT service management within a complex enterprise environment.
Strong understanding of IT Service Management (ITSM) disciplines, including Incident, Problem, Change, and Release Management.
Demonstrated success driving operational improvements, automation, and process transformation initiatives.
Ability to transition support organizations from reactive operations to predictable, stable, and continuously improving service models.
Strong analytical, organizational, planning, and prioritization skills.
Excellent communication and stakeholder management capabilities with the ability to influence without direct authority.
Experience working in regulated and compliance-driven environments.
Knowledge of vendor management, contract governance, and service level management.
Understanding of automation, emerging technologies, and continuous improvement methodologies.
Ability to collaborate effectively with senior leaders and cross-functional teams to support strategic decision-making.
Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related field, or an equivalent combination of education and experience.
Typically requires 5+ years of progressive experience in application support, application development, ERP solutions, or pharmaceutical distribution systems.
Strong understanding of enterprise distribution, warehousing, invoicing, and financial systems.
Knowledge of IT General Controls (ITGC) governance and SOX compliance requirements.
Experience managing vendor relationships, contracts, and service providers.
Bilingual in English and French is mandatory.

Responsibilities

Oversee day-to-day application support operations, ensuring production stability, availability, and performance.
Lead incident, problem, and change management activities, including root cause analysis and implementation of corrective and preventive actions.
Ensure timely and transparent resolution of production issues based on business and customer impact.
Establish, monitor, and report on operational KPIs, service health metrics, and incident trends.
Identify recurring issues, process gaps, and systemic weaknesses, driving sustainable improvements to prevent reoccurrence.
Plan, coordinate, and oversee maintenance activities, patches, upgrades, and remediation initiatives across supported applications.
Implement automation opportunities to reduce manual effort, improve reliability, and accelerate issue detection and resolution.
Leverage data, analytics, AI, and emerging technologies to optimize support processes and improve operational decision-making.
Continuously evaluate and modernize support and maintenance practices to increase scalability and operational efficiency.
Ensure maintenance activities align with business priorities, risk requirements, and operational constraints.
Lead initiatives to reduce recurring incidents, technical debt, and operational risk.
Ensure applications comply with security, audit, regulatory, and risk management requirements.
Manage relationships with third-party vendors and service providers supporting application operations and maintenance.
Ensure adherence to SLAs, OLAs, contractual obligations, and ethical standards.
Lead vendor vulnerability management activities, including remediation tracking, risk escalation, and issue resolution.
Monitor vendor performance through service reviews, operational metrics, and key performance indicators.
Coordinate vendor participation during major incidents, root cause analyses, maintenance events, and upgrade activities.
Oversee software licensing, support agreements, and contract renewals to ensure compliance and uninterrupted service delivery.
Partner with Procurement, Security, Legal, and Finance teams on vendor risk assessments, contract renewals, and cost optimization initiatives.
Drive continuous service improvement by challenging vendors to improve delivery models, automation capabilities, and operational effectiveness.
Serve as the primary point of contact for stakeholders regarding production stability, service performance, and vendor-related matters.
Foster a culture of accountability, integrity, collaboration, and continuous improvement.
Govern application lifecycle activities, including release planning, backlog management, and technical debt reduction.
Define, monitor, and report on KPIs and service-level objectives to measure operational effectiveness and business value.
Apply change management principles to support operational and technology transformation initiatives.
Support leadership decision-making through risk identification, issue escalation, and actionable recommendations.