Global Tech Infrastructure & Operations - SMO Service Desk and ServiceNow Platform, Director

Company Description: 

McDonald’s growth strategy, Accelerating the Arches, encompasses all aspects of our business as the leading global omni-channel restaurant brand. As the consumer landscape shifts we are using our competitive advantages to further strengthen our brand. One of our core growth strategies is to Double Down on the 3Ds (Delivery, Digital and Drive Thru). McDonald’s will accelerate technology innovation so 65M+ customers a day will experience a fast, easy experience, whether at one of our 25,000 and growing Drive thrus, through McDelivery, dine-in or takeaway.  

McDonald’s Global Technology is here to power tomorrow’s feel-good moments.   

That’s why you’ll find us at the forefront of transformative technology, exploring new and innovative ways to serve our millions of customers and spread happiness one delicious Hot Fudge Sundae-dipped fry at a time. Using AI, robotics and emerging tech, we’re digitizing the Golden Arches. Combine that with our unparalleled global scale, and we’re reshaping all areas of the business, industry and every community that is home to a McDonald’s restaurant. We face complex tech challenges every day. But that’s where our diverse and talented teams come in. They’re made up of the best and brightest from all over the globe, and they thrive in the space where feel-good meets fast-paced.   

Check out the McDonald’s  Global Technology Technical Blog to learn how technology and our global team are directly enabling the Accelerating the Arches strategy.  

Department Overview

This opportunity is part of the Global Technology Infrastructure & Operations team (GTIO), where our mission is to deliver modern and relevant technology that supports the way McDonald’s works. This role will collaborate closely with cybersecurity guides, infrastructure leaders, market leaders, Global Technology teams, and 3rd party vendors to provide efficient operation of our technology services and ServiceNow platform. This role is responsible for leading the ServiceNow platform, the Corporate Service Desk, and related ITSM processes such as Service Catalog Management and Knowledge Management ensuring that our services are meeting the needs of our partners. We provide best-in-class foundational technology products and services including Global Networking, Cloud, End User Computing, and IT Service Management. It’s our goal to always provide an engaging, relevant, and simple experience for our customers.

The Service Management Office (SMO) Service Desk & ServiceNow Platform Director reports to the Senior Director, Service Management Office and is responsible for ensuring team expectations and partner collaboration targets are met or exceeded. This person will develop a collaborative working relationship with cybersecurity, infrastructure, and other stakeholders across the organization. Demonstrated success in handling the ServiceNow platform and working with handled service providers to support the corporate service desk.

This is an exciting opportunity for an experienced technology leader to help shape the transformation of infrastructure and operations products and services to the entire McDonalds environment.

Duties

• Leadership: Lead and inspire the Corporate Service Desk and ServiceNow technical team to deliver exceptional results. Identify new opportunities to leverage data, events, tools, and integrations to gain deeper insights into our IT services. Lead development of 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: Supervise the management of McDonald’s ITSM platform used for corporate service desk, incident, problem, change, etc.
• Partner Engagement: Build and maintain strong working relationships with senior leadership and multi-functional partners to understand their technology roadmaps and translate needs into scalable observability capabilities.
• Incident Response: When vital, assist with service desk incident response efforts to ensure the highest level of customer service
• Vendor Management: Handle relationships with key technology vendors.
• Contribute to the development and execution of strategy and operations aligned to Global Technology (GT) and larger McDonald’s organizational objectives.
• Establish and maintain a governance framework to enable visibility into the management of our platform and provided services
• Identify process inefficiencies and recommend improvements aligned with ITIL and maturing enterprise support models
• Manage and contribute to the expansion of internal knowledge bases and end-user training documentation
• Monitor and analyze performance metrics and KPIs to identify trends and areas for improvement to ensure business outcomes around productivity, customer satisfaction, and quality of our services
• Mentor, manage, and motivate, both directly and indirectly, a high-performing team of professionals and set clear priorities to achieve team goals

Qualifications

Basic Qualifications

• 10+ years of technical product management or relevant experience with a Bachelor’s degree or an equivalent combination of education, training, and work experience
• Experience working on technical teams that lead 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
• A solid great teammate with a willingness to learn, engage, and build relationships with both internal colleagues and external partners
• Self-starter with the ability to prioritize tasks to meet project/global program requirements
• Understanding of ITSM industry standards and norms
• Ability to conduct research into issues, evaluate solutions and translate findings into plans
• Detail oriented with excellent analytical, technical, and problem-solving skills
• Ability to drive operational improvement discussions with managed service providers and internal partners
• Confirmed analytical and quantitative skills; ability to use hard data and metrics to back up assumptions, develop project cases, and measure success
• Strong in problem-solving, organizational and analytical skills, with the ability to evolve product strategy based on research, data, and industry trends

Preferred Qualifications

• ITIL Foundations Certification preferred
• Strong familiarity with key ITIL fields (Incident, Problem, Change) and service management platforms (e.g. ServiceNow)
• Proven track record managing service desk operations and personnel working with managed service providers
• Demonstrated ability to manage technical products, driving clarity, understanding and discussing technical concepts, managing tradeoffs, and evaluating potential concepts with internal and external partners
• Ability to understand business challenges, drive process improvements and translate into solutions
• Superb communication, presentation, and social skills with the ability to convey sophisticated ideas in easy-to-understand, business-friendly language

Compensation

Bonus Eligible: Yes

Long - Term Incentive: Yes

Benefits Eligible: Yes

Salary Range

Salary Ranges $168,350 - $218,860 

Additional Information: 

Benefits eligible: This position offers health and welfare benefits, a 401(k) plan, adoption assistance program, educational assistance program, flexible ways of working, and time off policies (including sick leave, parental leave, and vacation/PTO). Eligibility requirements apply to some benefits and may depend on job classification and length of employment.  

Bonus eligible: This position is eligible for a bonus, calculated based on individual and company performance. 

Long term Incentive eligible: This position is eligible for stock or other equity grants pursuant to McDonald’s long-term incentive plan. 

McDonald’s is an equal opportunity employer committed to the diversity of our workforce. We promote an inclusive work environment that creates feel-good moments for everyone. McDonald’s provides reasonable accommodations to qualified individuals with disabilities as part of the application or hiring process or to perform the essential functions of their job. If you need assistance accessing or reading this job posting or otherwise feel you need an accommodation during the application or hiring process, please contact [email protected]. Reasonable accommodations will be determined on a case-by-case basis. 

McDonald’s provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to sex, sex stereotyping, pregnancy (including pregnancy, childbirth, and medical conditions related to pregnancy, childbirth, or breastfeeding), race, color, religion, ancestry or national origin, age, disability status, medical condition, marital status, sexual orientation, gender, gender identity, gender expression, transgender status, protected military or veteran status, citizenship status, genetic information, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training. 

Nothing in this job posting or description should be construed as an offer or guarantee of employment.