Lead Operations Manager, Enterprise Serialization Service

About The Role

McKesson is seeking a Senior IT Incident & Platform Operations Manager to lead critical platform operations supporting regulated supply chain environments. This strategic leadership role is responsible for driving platform reliability, incident response excellence, operational governance, and cross-functional execution across enterprise technology teams. The successful candidate will lead high-severity incident management, coordinate business-critical recovery efforts, and partner with technology, operations, and executive stakeholders to ensure business continuity, customer satisfaction, and DSCSA compliance. This role combines platform leadership, operational excellence, stakeholder management, and IT Service Management (ITSM) expertise to deliver measurable business outcomes.

What You'll Do

• Lead enterprise-wide incident management for critical business systems, rapidly assessing operational, customer, regulatory, and shipment impacts.
• Serve as the primary escalation leader during high-priority incidents, coordinating restoration efforts and driving resolution to minimize business disruption.
• Mobilize and direct cross-functional teams including SAP ATTP, SAP Basis, OTC, Portal, WMS, Integration, Infrastructure, and external service providers.
• Develop and execute platform operations strategies that align with business objectives, security requirements, compliance standards, and enterprise priorities.
• Own executive and stakeholder communications, translating technical status into clear business-impact updates and actionable decisions.
• Guide platform governance, operational standards, continuous improvement initiatives, and service performance management.
• Partner with operations leaders to assess customer impact and communicate effectively with strategic customers and executive stakeholders.
• Drive platform reliability, scalability, automation, vendor performance, and operational excellence across technology ecosystems.

Basic Requirements

• 10+ years of experience in IT Operations, Platform Operations, Incident Management, Service Management, Enterprise Applications, or related technology leadership roles.
• Experience leading major incident response, crisis management, or enterprise operational command-center activities.
• Experience working with DevOps processes, enterprise integrations, supply chain systems, or regulated technology platforms.
• Strong knowledge of IT Service Management (ITSM) processes, incident management, problem management, and service delivery.
• Demonstrated ability to lead cross-functional teams and coordinate multiple parallel workstreams under tight timelines.
• Excellent verbal and written communication skills with experience presenting to executives and business leaders.
• Experience managing offshore teams, managed service providers, and vendor relationships.
• Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field, or equivalent experience.

Preferred Skills/Experience

• Experience supporting DSCSA, pharmaceutical supply chain, healthcare technology, or regulated environments.
• SAP ATTP, SAP Basis, OTC, WMS, Integration Platform, or Infrastructure operations experience.
• Knowledge of Platform Engineering, Kubernetes, API Management, Infrastructure as Code (IaC), and CI/CD practices.
• Strong command-and-control leadership during high-pressure situations.
• Experience working with SAP environments.
• Advanced organizational, prioritization, and decision-making skills.
• Experience performing business impact assessments across distribution centers, customers, shipments, and operational processes.
• Expertise translating technical information into executive-level communications.
• Proven track record delivering platform transformation, operational excellence, and continuous improvement initiatives.

Pay

Base Pay Range: $145,400 - $242,300

Schedule

• Hybrid or remote work arrangement based on business needs.
• Ability to participate in incident response activities outside standard business hours when required.
• Up to 25% travel, as needed based on business requirements.
• Occasional travel for business meetings, vendor engagements, operational reviews, or team collaboration.
• Ability to work effectively in a fast-paced environment supporting critical business operations.