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

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 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 Service Now platform. This role is responsible for leading the Service Now 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 & Service Now 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 Service Now 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 Service Now 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 Service Now 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…