The Service Management Manager (M2) leads service management teams and supervisors to ensure consistent, high-quality operations of Enterprise Connectivity & Integration service. This role is responsible for the day-to-day operational health of McKesson's enterprise integration landscape spanning API-based middleware (MuleSoft Anypoint Platform, SAP BTP-IS), Managed File Transfer (GoAnywhere, IBM MQ/MFT), streaming (Confluent Kafka), search (Elasticsearch), ETL (SAP BODS), and Java middleware (Spring Boot, Java JDK).
The Manager works closely with cross-functional leaders, supervisors, and vendor partners to maintain seamless platform operations, resolve escalations, and coordinate interdependent service activities. Emphasizing team development and operational discipline, the role provides coaching, performance feedback, and opportunities for skill growth across service teams. The Operations Manager also contributes to functional strategy execution by enhancing service processes, strengthening service governance, and driving continuous improvement within the service portfolio, while ensuring a trust-based, inclusive work environment that supports long-term service excellence. The Manager ensures platform stability, compliance adherence (ITGC, SOX, HIPAA, DSCSA), vendor delivery quality, and continuous service improvement while enabling McKesson application teams and business users to leverage integration capabilities effectively across BUs.
Key Responsibilities: - Oversee daily operational health of the full integration platform stack (MuleSoft, GoAnywhere, IBM MQ/MFT, Kafka, Elasticsearch, SAP BODS, Spring Boot), targeting 99.999% uptime and 0 P1 incidents.
- Monitor integration performance, throughput, and pipeline reliability across ~1000 MuleSoft APIs and ~2,481 non-MuleSoft interfaces; proactively identify and remediate degradation.
- Lead the operational execution of roadmap initiatives including the MuleSoft GCP-to-Azure migration (MTAP), IBM MFT/MQ DDC exit, and GoAnywhere SOX compliance planning.
- Drive the IIB-to-MuleSoft migration operational tasks and support the MuleSoft alternatives assessment through data-driven platform performance insights.
- Enforce McKesson's enterprise integration standards rejecting point-to-point integrations through EARB and related governance forums.
- Ensure adherence to ITGC, SOX, HIPAA, DSCSA, and CSMP compliance programs; maintain 0 SOX/SOC deficiencies and achieve timely remediation of findings within 30 days.
- Implement and maintain MSP governance frameworks; track and monitor delivery performance of managed service providers (Infosys, TCS).
- Oversee CI/CD deployment pipelines and change management processes to ensure zero-defect production deployments.
- Translate the Enterprise Integrations roadmap into actionable team delivery plans aligned to FY26/FY27 objectives (Tycho, EVO, MRM, JDE E1 to Cloud, Specialty to S4/HANA, Contact Center).
- Support the tiered integration strategy (Platinum/MuleSoft + SAP BTP-IS, Gold/Spring Boot, Silver/GoAnywhere + BODS) by guiding teams in platform selection per the Enterprise Integrations Decision Matrix.
- Identify and execute cost-efficiency opportunities; support MuleSoft contract re-negotiation efforts and Java Spring Boot scaling (50-60% lower cost vs. MuleSoft) to reduce total cost of ownership.
- Manage service budgets, analyze expenditures, and maintain Budget/Forecast Accuracy within 2%.
- Manage day-to-day relationships with SIs, evaluating performance against SLAs and ensuring quality, timeliness, and capacity for development and production support.
- Coordinate onboarding of trading partners and suppliers to meet critical go-live dates; oversee high-volume EDI and MFT partner integration flows.
- Facilitate cross-functional collaboration across BU client groups to resolve escalations and align integration dependencies.
- Lead, coach, and develop service supervisors and integration engineers; conduct performance reviews, workforce planning, and succession planning.
- Provide technical guidance during platform deployments, troubleshooting, and optimization cycles; ensure teams maintain proficiency across the multi-platform integration stack.
- Foster a culture of operational discipline, knowledge sharing, and continuous improvement aligned with McKesson's service excellence standards.
- Maintain weekly capacity meetings to sustain visibility and take early action on demand spikes.
Minimum Requirements:- Degree or equivalent experience. Typically requires 6+ years of professional experience and 2-5 years of supervisory experience
Critical Skills (Knowledge, Skills, & Abilities): - Intermediate understanding of IT service management (ITSM), service operations, SLAs, and performance metrics.
- Knowledge of service delivery frameworks, governance standards, and continual service improvement practices.
- Proficiency with ITSM tools and platforms (e.g., incident, request, change, and problem management workflows).
- Strong analytical and problem-solving skills to evaluate service data, diagnose issues, and drive remediation actions.
- Effective written and verbal communication skills for stakeholder reporting, service updates, and cross-functional coordination.
- Ability to oversee multiple service initiatives, assess risks, and manage inter-team dependencies.
- Competence in coaching and developing service supervisors and individual contributors.
- Financial and resource-planning skills to support budget management, forecasting, and vendor negotiations.
- Behavioral competencies at Manager level: Change Advocate, Customer & Business Driven, Collaboration, Decision Making, Influencing Others, Innovative Thinking, Oral & Written Communication, Servant Leadership.
- Ability to support execution of functional service strategy while reinforcing operational rigor and continuous improvement.
Technical Skills:- API Management & Integration Platforms (MuleSoft + SAP BTP IS) Operate and support MuleSoft Anypoint Platform (Tier 1/Platinum, ~831 APIs) including runtime monitoring, deployment pipelines, and the GCP-to-Azure migration. Apply working knowledge of SAP BTP Integration Suite and Azure APIM, supporting SAP-source/target flows and the active MuleSoft alternatives assessment.
- Managed File Transfer & Messaging (GoAnywhere MFT + IBM MQ/MFT) Administer GoAnywhere (encryption, workflow automation) and IBM MQ/MFT for reliable message exchange and managed file transfers. Drive the IBM MFT/MQ DDC exit execution and support high-volume EDI file flows, the largest consumer of non-MuleSoft interfaces (317).
- Streaming & Search (Confluent Kafka + Elasticsearch) Operate Confluent Kafka for real-time data pipelines and event-driven architectures, monitoring throughput, lag, and pipeline reliability. Support Elasticsearch for full-text search and real-time analytics, managing query performance and cluster capacity.
- Java Middleware & Microservices (Spring Boot + Java JDK) Support Java Spring Boot microservices (Gold/Tier 2 lower-cost option being scaled) including the McKBoot template framework and REST APIs. Maintain the Java JDK toolchain and apply architectural rigor for the lower-criticality, lower-cost integrations the roadmap is shifting toward.
- ETL, Compliance & Cross-Platform Operations (SAP BODS + DevOps/Governance) Run SAP BODS for enterprise ETL migrations and transformations, alongside CI/CD pipelines, change management, and proactive P1/P2 monitoring (99.97% uptime). Oversee MSP/vendor performance (Infosys, TCS) and enforce compliance with ITGC, SOX, HIPAA, and DSCSA standards.
Additional Qualifications:- Experience overseeing service delivery teams, managing SLAs/KPIs, and coordinating service improvements across multiple initiatives.
- Exposure to ITSM practices, compliance processes, performance tracking, and vendor management in a structured service environment.
- Demonstrated ability to guide teams, manage delivery workflows, and support decision-making through service-driven insights.
We are proud to offer a competitive compensation package at McKesson as part of our Total Rewards. This is determined by several factors, including performance, experience and skills, equity, regular job market evaluations, and geographical markets. The pay range shown below is aligned with McKesson's pay philosophy, and pay will always be compliant with any applicable regulations. In addition to base pay, other compensation, such as an annual bonus or long-term incentive opportunities may be offered. For more information regarding benefits at McKesson, please click here.
Our Base Pay Range for this position$86,900 - $115,800
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