Lead Product/Service Manager, Agent & Supervisor Exp.

Job description

Lead Product/Service Manager, Agent & Supervisor Exp. Mississauga, Canada Job ID JR0150792 Category Service Management Post Date Oct. 14, 2026 Apply 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. Position Summary (Purpose of job): The Service Manager – Level 5 directs end‑to‑end ownership for a high‑impact service (or service grouping) within the service portfolio, ensuring deep comprehension of systems, architecture, interfaces, and processes that span teams. This position sets the long‑range service strategy and roadmap, consults with service customers to anticipate evolving requirements, and champions service needs and priorities across the organization to ensure outcomes consistently exceed expectations. Owning service financials, the Lead Service Manager manages the budget and guides dynamic investment prioritization to maximize value. The role ensures effective service operations and backlog execution at scale, identifies and secures alignment on process‑effectiveness opportunities, evangelizes business and technology trends that improve the service’s business value, and manages the effectiveness of key delivery partnerships—driving continuous improvement in cost, quality, and value Key Responsibilities: Direct the strategy, development, and delivery of a portfolio of high impact services, ensuring enterprise level alignment. Innovate, govern, and evolve service offerings, segmentation, and demand management across functional boundaries. Lead service planning by anticipating future business needs and emerging technology trends. Own service financials, driving cost transparency, optimization, and value realization across the service lifecycle. Lead service performance, risk, and compliance management, defining enterprise standards for SLAs and continuous improvement. Champion process innovation, manage the Service Delivery Package, and ensure roadmaps drive measurable business value. Guide prioritization and communication with Product Owners, aligning major service changes across business units. Serve as a liaison between executive stakeholders, business leaders, and technology teams to ensure service alignment and impact. Basic Qualifications Bachelor’s degree or equivalent combination of education and experience. Typically, requires 10+ years of progressive experience in data engineering or related fields. Extensive experience in enterprise-scale data architecture, advanced ETL development, and big data platform implementation. Experience with contact center operations and platforms . Expert-level command of enterprise service management principles and the ability to shape service standards and governance. Mastery in directing high-severity incident response, communications, and business-impact recovery. Advanced capability in overseeing enterprise RCA programs and establishing mechanisms that prevent recurrence. Strategic understanding of CMDB governance and its role in risk modeling, service reliability, and operational effectiveness. Ability to assess capacity and demand patterns to shape resource strategies and multi-year service plans. Expertise in developing service reporting strategies, KPI frameworks, and executive-level performance dashboards. Strong leadership presence, with the ability to guide cross-functional priorities, influence stakeholders, and drive service transformation. 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 $122,100 - $162,800 McKesson has become aware of online recruiting-related scams in which individuals who are not affiliated with or authorized by McKesson are using McKesson’s (or affiliated entities, like CoverMyMeds or RxCrossroads) name in fraudulent emails, job postings or social media messages. In light of these scams, please bear the following in mind: McKesson Talent Advisors will never solicit money or credit card information in connection with a McKesson job application. McKesson Talent Advisors do not communicate with candidates via online chatrooms or using email accounts such as Gmail or Hotmail. Note that McKesson does rely on a virtual assistant (Gia) for certain recruiting-related communications with candidates. McKesson job postings are posted on our career site: careers.mckesson.com . McKesson is an Equal Opportunity Employer McKesson provides equal employment opportunities to applicants and employees, without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, age, genetic information, or any other legally protected category. For additional information on McKesson’s full Equal Employment Opportunity policies, visit our Equal Employment Opportunity page. McKesson is committed to being an Equal Employment Opportunity Employer and offers opportunities to all job seekers including job seekers with disabilities. If you need a reasonable accommodation to assist with your job search or application for employment, please contact us by sending an email to (United States) Disability_Accommodation@McKesson.com or (Canada) Accessibility@mckesson.ca . Resumes or CVs submitted to this email box will not be accepted. Join us at McKesson! Apply Share Facebook X LinkedIn Email Explore Location Voices of McKesson | Culture, Purpose & Real Stories Explore Voices of McKesson—authentic employee stories that show how care, meaning, and belonging shape careers and impact health outcomes. Learn more Learn more Benefits We not only care about the wellbeing of our patients, customers and the communities we serve — we care about you. That’s why we provide our employees with a comprehensive support system for all aspects of Your Care: physical, emotional, financial and social. Learn more Hiring Process At McKesson, we truly care about the candidate experience and will be with you every step of the way. Ready to take the first step? We’ll guide you along the journey of our hiring process. Learn more Culture and Values Care, meaning, and belonging — this is the foundation of how we interact with customers, business partners, and each other. 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