Sr. Manager - MMS B2B e-Commerce Application Maintenance and Support (AMS)

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.

Job Summary:

The (Sr. Manager) Operational Excellence leader will oversee ITIL processes for MMS B2B Commerce, ensuring platform reliability and performance. This role involves managing the infrastructure life cycle, addressing technical debt, driving automation, and implementing security measures. The leader will also manage vendor relationships, communicate with key stakeholders, align activities with business strategy, and maintain disaster recovery plans. Additionally, the role includes overseeing the budget, fostering innovation, and ensuring compliance with regulations and policies.

Responsibilities:

• Lead ITIL processes (Incident, Problem, Change, Release, and Configuration Management) for MMS B2B Commerce.
• Manage day-to-day platform operations to ensure uptime, performance, and system reliability.
• Oversee infrastructure life cycle management.
• Prioritize technical debt and focus on incremental platform improvements.
• Drive automation and system optimization for efficiency.
• Implement and monitor security measures to protect systems and data.
• Oversee vendor relationships and ensure vendor quality and performance SLAs.
• Maintain transparent and effective communication with key stakeholders, including executive leadership and business units.
• Provide regular updates on system performance, incidents, and improvement initiatives.
• Align maintenance and support activities with overall business strategy and objectives.
• Ensure compliance with relevant regulations, standards, and internal policies.
• Oversee the budget for maintenance and support activities.
• Foster a culture of innovation and continuous improvement within the team.
• Maintain and enhance disaster recovery and business continuity plans.
• Identify and manage risks associated with system maintenance and support.
• Implement governance frameworks to oversee IT processes and ensure accountability.
• Ensure system architecture and configuration documentation is up-to-date.
• Develop and maintain comprehensive architecture diagrams and documentation.
• Establish and monitor KPIs for system performance, incident resolution, and problem management.
• Regularly review and report on maintenance and support activities' performance.
• Utilize data and metrics for decision-making and demonstrating IT operations' value.
• Ensure a customer-centric approach in all maintenance and support activities.
• Collaborate with the Application Development team to address ongoing needs after new features go live.

Minimum Requirements:

Degree or equivalent and typically requires 10+ years of relevant experience.

Critical Skills:

• Proven experience in IT operations, preferably in a leadership role.
• Strong understanding of ITIL processes and best practices.
• Experience with infrastructure life cycle management.
• Demonstrated ability to manage vendor relationships and ensure performance SLAs.
• Knowledge of security measures and best practices for protecting systems and data.
• Excellent communication and stakeholder management skills.
• Ability to prioritize and address technical debt effectively.
• Strong problem-solving and decision-making skills.
• Experience with automation and system optimization.
• Ability to align IT activities with business strategy and objectives.
• Proficiency in developing and maintaining system documentation and architecture diagrams.
• Experience in establishing and monitoring KPIs for IT operations.

Additional Skills:

• Familiarity with disaster recovery and business continuity planning.
• Ability to foster a culture of innovation and continuous improvement.
• Strong understanding of governance frameworks for IT processes.
• Ability to manage risks associated with system maintenance and support.
• Customer-centric mindset and approach.

Education:

Bachelor's degree in Information Technology, Computer Science, or a related field.

Relevant certifications such as ITIL, PMP, or similar are prefer