Manager, Service Management

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Company Description

Job Description

Job Description:

About McDonald’s:

One of the world’s largest employers with locations in more than 100 countries, McDonald’s Corporation has corporate opportunities in Hyderabad. Our global offices serve as dynamic innovation and operations hubs, designed to expand McDonald's global talent base and in-house expertise. Our new office in Hyderabad will bring together knowledge across business, technology, analytics, and AI, accelerating our ability to deliver impactful solutions for the business and our customers across the globe.

Department Overview

We are seeking a Knowledge Management Manager within the Indirect Procurement and Legal teams responsible for executing Enterprise Service Management (ESM) knowledge standards within procurement and legal. Reporting directly into the function, this role partners closely with the ESM Knowledge Management team to ensure that knowledge content is created, maintained, and governed in alignment with enterprise frameworks. The role also supports the IS&P function L&D Director to translate service, process, and capability changes into high‑quality training materials, while remaining focused on execution, content maintenance, and adoption enablement.

 

This role requires a strong attention to detail and cross-functional collaboration to support knowledge management needs across various facets of the organization. The Manager will focus on operational knowledge execution, including content creation, lifecycle management, and alignment to service changes, while ensuring knowledge supports effective service delivery, self‑service, and consistent employee experience. This role requires strong sourcing  procurement domain expertise.

Duties

Primary responsibilities:

•Adopt and apply enterprise knowledge management standards, templates, and lifecycle practices defined by ESM.
•Create, update, and maintain function‑specific knowledge articles and training materials (e.g., L0, L1, backend support content) in alignment with service changes and customer feedback.
•Ensure knowledge content is accurate, current, searchable, and properly associated to the service catalog.
•Execute periodic content reviews and refresh cycles to maintain quality and relevance.
•Partner with ESM Knowledge Management to support audits, reporting, and compliance to standards.
•Coordinate with Service Owners and Service Catalog Managers to ensure knowledge is aligned to service definitions and SLAs.
•Support functional training and adoption by ensuring knowledge assets are accessible and usable.
•Review usage metrics and engagement data related to Knowledge Content to evaluate effectiveness and implement continuous improvement.
•Support the IS&P Learning & Development Director in the design and execution of functional training and enablement content, including onboarding materials, playbooks, job aids, and learning modules.
•Translate service, process, policy, and operating model changes into updated training and knowledge assets, ensuring alignment with approved learning objectives and enterprise standards.
•Develop, maintain, and govern learning content within approved platforms (e.g., ServiceNow Knowledge, SharePoint, LMS), ensuring version control, accessibility, and ease of use.
•Coordinate training rollouts and adoption activities, including content readiness, communications, scheduling support, and completion tracking, in partnership with L&D leadership.
•Monitor usage, engagement, and feedback related to training and knowledge content, providing insight and recommendations to the L&D Director to support continuous improvement.

Qualifications

•Bachelor’s degree required.
•4–6 years of experience in knowledge management, content development, or service delivery support within a global or shared services environment.
•Procurement Experience required
•Hands‑on experience managing content within ServiceNow Knowledge Management or similar enterprise platforms.
•Strong attention to detail and ability to manage structured content at scale.
•Ability to work cross‑functionally and translate enterprise standards into functional execution.
•Clear written and verbal communication skills.
•Highly organized, proactive, and comfortable operating in a fast‑paced environment.
•Experience supporting learning and development initiatives in partnership with L&D leadership, with a focus on content execution, enablement, and adoption.

McDonald’s is the world’s leading global foodservice retailer with over 40,000 locations in over 100 countries. Approximately 95% of McDonald’s restaurants worldwide are owned and operated by independent local business owners. At McDonald’s, we lead through our values centered on inclusivity, service, integrity, community, and family. Here is your chance to get in on something special as we grow our corporate team in India and allow you to grow your career.

Qualifications

Additional Information