McDonald's
Global Tech Infrastructure & Operations - SMO Service Desk and ServiceNow Platfo
McDonald's, Chicago, Illinois, United States, 60290
Overview
This role leads the Service Management Office (SMO) Service Desk and ServiceNow Platform within Global Technology Infrastructure & Operations. The Director collaborates with cybersecurity, infrastructure, market leaders, Global Technology teams, and 3rd party vendors to provide efficient operation of technology services and the ServiceNow platform. Responsibilities include leading the Corporate Service Desk and ITSM processes (Service Catalog Management, Knowledge Management, incident, problem, change, etc.) and ensuring services meet partner needs. The role supports Global Networking, Cloud, End User Computing, and IT Service Management to deliver a simple, engaging experience for customers. This opportunity is part of the Global Technology Infrastructure & Operations team, with a mission to deliver modern and relevant technology that supports how McDonald’s works. The Director will shape infrastructure and operations products and services across McDonald’s environment. Check out the McDonald’s Global Technology Technical Blog to learn how technology and the global team enable the Accelerating the Arches strategy. Responsibilities
Leadership: Lead and inspire the Corporate Service Desk and ServiceNow technical team to deliver exceptional results. Identify opportunities to leverage data, events, tools, and integrations to gain insights into IT services. Develop automation to enable early intervention in emerging issues and auto-healing where possible. Strategy: Unify the multi-functional needs of McDonald’s Global Technology partners using the ServiceNow platform. Platform Ownership: Oversee the management of McDonald’s ITSM platform used for corporate service desk, incident, change, etc. Partner Engagement: Build and maintain strong relationships with senior leadership and cross-functional partners to translate roadmaps into scalable observability capabilities. Incident Response: Support service desk incident response to ensure high-quality customer service when needed. Vendor Management: Manage relationships with key technology vendors. Strategy & Operations: Contribute to the development and execution of GT and McDonald’s objectives; establish governance to provide visibility into platform and services. Process Improvement: Identify inefficiencies and propose ITIL-aligned improvements; expand internal knowledge bases and end-user training documentation. Performance & MC Metrics: Monitor KPIs to drive productivity, customer satisfaction, and service quality; drive data-informed improvements. Team Leadership: Mentor and manage a high-performing team, setting priorities to achieve goals. Qualifications
Basic Qualifications 10+ years of technical product management or relevant experience with a Bachelor’s degree or equivalent Experience leading an enterprise SaaS product and/or service desk teams and/or a suite of products Experience communicating with leadership and setting expectations for enterprise platforms Strong teaming, relationship-building, and self-starting abilities Ability to prioritize tasks to meet program requirements Understanding of ITSM industry standards and norms Ability to research issues, evaluate solutions, and translate findings into plans Detail-oriented with strong analytical and problem-solving skills Ability to drive operational improvements with MSPs and internal partners Analytical, data-driven mindset to back up decisions and measure success Strong communication and ability to translate technical concepts into business terms Preferred Qualifications ITIL Foundations Certification (preferred) Familiarity with ITIL fields (Incident, Problem, Change) and Service Management platforms (e.g., ServiceNow) Proven track record managing service desk operations with MSPs Ability to manage technical products, discuss tradeoffs, and evaluate concepts with partners Ability to translate business challenges into process improvements and solutions Excellent communication, presentation, and interpersonal skills compensation & Benefits
Salary Range:
$168,350 - $218,860 Bonus Eligible:
Yes Long-Term Incentive:
Yes Benefits Eligible:
Yes Additional Information
Benefits eligible: health and welfare benefits, 401(k), adoption assistance, educational assistance, flexible work options, and time off policies. Eligibility may depend on job classification and tenure. Bonus eligible: eligible for a bonus based on individual and company performance. Long-term incentive eligible: stock or equity grants under McDonald’s plan. McDonald’s is an equal opportunity employer. We provide reasonable accommodations during the application/hiring process and to perform essential job functions. For accommodations, contact mcdhrbenefits@us.mcd.com. This policy applies to all terms, conditions, and needs related to employment. McDonald’s prohibits discrimination and harassment of any type and is committed to a diverse workforce and inclusive work environment.
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This role leads the Service Management Office (SMO) Service Desk and ServiceNow Platform within Global Technology Infrastructure & Operations. The Director collaborates with cybersecurity, infrastructure, market leaders, Global Technology teams, and 3rd party vendors to provide efficient operation of technology services and the ServiceNow platform. Responsibilities include leading the Corporate Service Desk and ITSM processes (Service Catalog Management, Knowledge Management, incident, problem, change, etc.) and ensuring services meet partner needs. The role supports Global Networking, Cloud, End User Computing, and IT Service Management to deliver a simple, engaging experience for customers. This opportunity is part of the Global Technology Infrastructure & Operations team, with a mission to deliver modern and relevant technology that supports how McDonald’s works. The Director will shape infrastructure and operations products and services across McDonald’s environment. Check out the McDonald’s Global Technology Technical Blog to learn how technology and the global team enable the Accelerating the Arches strategy. Responsibilities
Leadership: Lead and inspire the Corporate Service Desk and ServiceNow technical team to deliver exceptional results. Identify opportunities to leverage data, events, tools, and integrations to gain insights into IT services. Develop automation to enable early intervention in emerging issues and auto-healing where possible. Strategy: Unify the multi-functional needs of McDonald’s Global Technology partners using the ServiceNow platform. Platform Ownership: Oversee the management of McDonald’s ITSM platform used for corporate service desk, incident, change, etc. Partner Engagement: Build and maintain strong relationships with senior leadership and cross-functional partners to translate roadmaps into scalable observability capabilities. Incident Response: Support service desk incident response to ensure high-quality customer service when needed. Vendor Management: Manage relationships with key technology vendors. Strategy & Operations: Contribute to the development and execution of GT and McDonald’s objectives; establish governance to provide visibility into platform and services. Process Improvement: Identify inefficiencies and propose ITIL-aligned improvements; expand internal knowledge bases and end-user training documentation. Performance & MC Metrics: Monitor KPIs to drive productivity, customer satisfaction, and service quality; drive data-informed improvements. Team Leadership: Mentor and manage a high-performing team, setting priorities to achieve goals. Qualifications
Basic Qualifications 10+ years of technical product management or relevant experience with a Bachelor’s degree or equivalent Experience leading an enterprise SaaS product and/or service desk teams and/or a suite of products Experience communicating with leadership and setting expectations for enterprise platforms Strong teaming, relationship-building, and self-starting abilities Ability to prioritize tasks to meet program requirements Understanding of ITSM industry standards and norms Ability to research issues, evaluate solutions, and translate findings into plans Detail-oriented with strong analytical and problem-solving skills Ability to drive operational improvements with MSPs and internal partners Analytical, data-driven mindset to back up decisions and measure success Strong communication and ability to translate technical concepts into business terms Preferred Qualifications ITIL Foundations Certification (preferred) Familiarity with ITIL fields (Incident, Problem, Change) and Service Management platforms (e.g., ServiceNow) Proven track record managing service desk operations with MSPs Ability to manage technical products, discuss tradeoffs, and evaluate concepts with partners Ability to translate business challenges into process improvements and solutions Excellent communication, presentation, and interpersonal skills compensation & Benefits
Salary Range:
$168,350 - $218,860 Bonus Eligible:
Yes Long-Term Incentive:
Yes Benefits Eligible:
Yes Additional Information
Benefits eligible: health and welfare benefits, 401(k), adoption assistance, educational assistance, flexible work options, and time off policies. Eligibility may depend on job classification and tenure. Bonus eligible: eligible for a bonus based on individual and company performance. Long-term incentive eligible: stock or equity grants under McDonald’s plan. McDonald’s is an equal opportunity employer. We provide reasonable accommodations during the application/hiring process and to perform essential job functions. For accommodations, contact mcdhrbenefits@us.mcd.com. This policy applies to all terms, conditions, and needs related to employment. McDonald’s prohibits discrimination and harassment of any type and is committed to a diverse workforce and inclusive work environment.
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