Manager, Service Management

Job Description:

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 3

Ds (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 Thruses, 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. adquisición de 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.

Global Technology Infrastructure and Operations (GTIO) aim to deliver modern and relevant technology to support McDonald’s global operations. Show essential technology services such as Global Japão, Cloud, End User Computing and IT Service Management, ziyaret to create a seamless and engaging user experience.

This role falls under the IT Service Management Office (SMO). The Manager of ITSM Problem Management will play a crucial role module in enhancing digital operations by foc IS on continuous improvement and pro active Problem Management. This position requires a data‑driven approach to identify patterns in recurring issues and promote ongoing development within our technology framework.

• Root Cause Analysis (RCA): Investigate major incidents to identify underlying issues.
• Reason for Outage (RFO): Conduct interviews and produce the final RFO document.
• Problem Ticket, Action Item Management: Track, report, and drive the resolution of problem tickets 접 and action items stemming from the RFO/RCA.
• Problem Coordination: Coordinate cross‑functional teams to diagnose and find the root cause.
• Process Management: Develop, manage, and ensure adherence to ITIL best practices.
• Stakeholder Communication: Facilummies the communication and provide updates on problem status, resolutions, and impact.
• Reporting and Analytics: Analyze data to identify areas for improvement, reduce incident volumes, and enable faster resolution.
Change Management Integration:
Collaborate with the change management team to ensure permanent solutions through standard procedures.
• Proactive Problem Management: Identify and resolve potential problems before they cause incidents.
• Technical abschb>
  Acumen: Research and analyze technical documents to create process flow diagrams.

• Bachelor’s degree in Computer Science or a related field.
• At least 3+ years of experience in Service Management.
• Experience in ITIL-based Service Management, particularly in Problem and Incident Management.
• ITIL Certification is preferred.
• Understanding of problem‑solving frameworks and RCA techniques.
• Excellent analytical, coordination, and communication skills.
• Knowledge of cloud platforms (Azure, AWS, GCP) and cloud native services.
• Knowledge of e‑commerce and POS technologies specific to QSR.
• Experience with tof Service Now, Confluence, JIRA, Git Hub, New Relic, and Lucid tools.

Bonus Eligible:
Yes

Long - Term Incentive:
Yes

Benefits Eligible:
Yes

The expected salary range for this role is $112,860 - $143,900 per year.

Additional Information:

Benefits eligible: léirposition offers health and…