Operations Support Lead

McKesson•Richmond, VA

2d•$110,700 - $184,500

About The Position

The Operations Support Lead is accountable for reliable, secure, and efficient operation of business-critical Supply Chain and enterprise applications, including ERP, WMS, TMS, Finance, and Pricing products. The role provides operational leadership across incident, problem, change, request, release, and service-level management, and coordinates among business stakeholders, internal technology teams, product owners, and Managed Service Providers (MSPs). The lead translates business priorities into measurable service outcomes, 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 operations. The position supports distribution, transportation, financial, and pricing operations. It combines supply chain domain knowledge, IT service management, vendor governance, executive communication, and continuous improvement leadership. Responsibilities include end-to-end operational ownership of applications and related interfaces, data flows, batch processes, integrations, reporting, and dependent infrastructure; leadership of internal analysts and coordination of MSP L2 and L3 support; and support for distribution centers, transportation operations, corporate finance, pricing teams, and other business groups. Participation in an on-call or escalation rotation is required, including coordination of after-hours support for high-impact incidents, releases, peak events, migrations, and business-critical processing windows.

Requirements

Bachelor's degree in Information Technology, Computer Science, Supply Chain, Business, Engineering, or a related field, or an 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 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

Own the end-to-end support model for ERP, WMS, TMS, Finance, and Pricing applications, including interfaces, data flows, batch processes, integrations, reporting, and dependent infrastructure services.
Lead internal support analysts and coordinate direction of MSP resources providing L2 and L3 application or platform support.
Support distribution centers, transportation operations, corporate finance functions, pricing teams, and other business groups dependent on system availability and accurate transaction processing.
Participate in an on-call or escalation rotation and coordinate after-hours support for high-impact incidents, releases, peak events, migrations, and business-critical processing windows.
Lead major incident response, drive root-cause elimination, and manage service backlogs and measurable service improvements.
Establish and govern operational KPIs, analyze operational data, and produce dashboards, trend analysis, executive summaries, and action-oriented service reviews.
Manage MSPs, vendors, and outsourced support services using contracts, SLAs, KPIs, service reviews, and corrective action plans.
Validate production readiness for changes and projects, and ensure support teams have the documentation, monitoring, access, training, and capacity needed to sustain operations.