Sr. Manager, SAP Applications Support
McKessonMcKesson 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. About the Role McKesson is seeking a Sr. Manager, SAP Applications Support to lead enterprise SAP Application Management Services (AMS) supporting critical SAP S/4HANA business processes. This leader will oversee SAP production support operations, service delivery performance, major incident management, resource planning, and continuous service improvement across SAP FI/CO, SD, MM, and WM functional areas. The role is responsible for ensuring operational excellence, SLA achievement, customer satisfaction, and business continuity while leading a high-performing team of SAP functional analysts and support professionals. Working closely with business partners, technology teams, and external vendors, this leader will drive service reliability, governance, and process optimization aligned with enterprise objectives. The role builds upon the Service Management Sr. Manager position's focus on service strategy, governance, operational excellence, workforce planning, and stakeholder partnership. What You'll Do Lead SAP AMS teams supporting SAP S/4HANA Finance (FI/CO), Sales & Distribution (SD), Materials Management (MM), and Warehouse Management (WM). Develop workforce capacity plans, staffing strategies, on-call rotations, and resource allocation models to support business demand. Oversee SAP incident, service request, problem, change, and escalation management processes. Serve as Major Incident Commander for critical SAP production issues, coordinating cross-functional response and restoration activities. Establish and monitor SLAs, KPIs, operational metrics, and service governance standards. Drive SAP ticket lifecycle management, backlog reduction, root-cause analysis, and continuous service improvement initiatives. Partner with business stakeholders, technology teams, and vendors to improve service stability, customer experience, and operational efficiency. Coach, mentor, and develop managers and team members while fostering an inclusive, collaborative, and high-performance culture. Basic Requirements 9+ years of experience in SAP production support, SAP AMS, IT service management, or enterprise application operations leadership. 3+ years of people leadership experience managing SAP support teams, supervisors, or managers. Experience supporting SAP S/4HANA environments in at least two of the following areas: FI/CO, SD, MM, or WM. Experience leading ITIL-based service operations, incident management, change management, and problem management processes. Demonstrated experience managing SLAs, KPIs, operational reporting, and service governance. Experience leading major incident response and business-critical production support activities. Bachelor's degree or equivalent professional experience. Strong stakeholder management, communication, and cross-functional leadership skills. Preferred Skills/Experience ITIL v4 Foundation, Managing Professional, or equivalent certification. Experience with ServiceNow or other enterprise ITSM platforms. SAP S/4HANA transformation, migration, or upgrade program experience. Experience managing global AMS providers, outsourcing partners, or vendor contracts. Knowledge of SAP Solution Manager, SAP Cloud ALM, monitoring, and automation tools. Experience supporting healthcare, pharmaceutical, distribution, supply chain, or regulated industries. Strong financial management, forecasting, and ca…