Operations Support Lead

McKesson•Richmond, VA

4d•$110,700 - $184,500

About The Position

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.

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.

Nice To Haves

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.

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.