Sr Director, Enterprise Service Management (ServiceNow)
Company Description
Job Description
Company Description:
McDonald’s is proud to be one of the most recognized brands in the world, with restaurants in over 100 countries that serve 70 million customers daily. We continue to operate from a position of strength. Our updated growth strategy is focused on staying ahead of what our customers want and realizing further growth potential. Our relentless ambition is why McDonald’s remains one of the world’s leading corporations after almost 70 years. Joining McDonald's means thinking big and preparing for a career that can have influence around the world.
At McDonald’s, we see every day as a chance to create positive impact. We lead through our values centered on inclusivity, service, integrity, community and family. From support of Ronald McDonald House to our Youth Opportunity project and sustainability initiatives, our values keep us dedicated to using our scale for good: good for our customers, people, industry and planet. We also offer a broad range of outstanding benefits including a sabbatical program, tuition assistance and flexible work arrangements.
Department Overview
The Senior Director of Enterprise Service Management (ESM) is the senior-most technology leader for the ServiceNow platform. This role owns the platform's technical vision, architecture, governance, and delivery excellence.
In a close strategic partnership with a business-side Enterprise Service Management Owner, you will form the leadership team responsible for driving the platform's enterprise-wide strategy and value. While your partner focuses on business case development and functional requirements, you will be the executive authority on platform capability, technical feasibility, and sustainable implementation. This is a highly visible, strategic leadership role that requires a deep command of the ServiceNow platform and a proven ability to translate enterprise goals into a scalable, secure, and high-performing technical reality.
Key Responsibilities
Platform Strategy & Technical Governance
- Own and evangelize the multi-year technical roadmap for the ServiceNow platform, ensuring it is architecturally sound and capable of meeting future business demands.
- Be the single point of accountability for the overall health and integrity of all ServiceNow instances.
- Provide critical technical and financial inputs for all platform business cases, partnering with your business counterpart to quantify investment needs, total cost of ownership (TCO), and implementation timelines.
- Establish and chair the technical governance and architecture review boards, presiding over key design and configuration decisions to ensure a seamless user experience that aligns with the platform design strategy.
- Direct the enterprise instance strategy, including release management, upgrade planning, and the responsible governance of AI capabilities like Now Assist Guardian.
Strategic Partnership & Value Enablement
- Serve as the primary technical advisor to executive leaders (CIO, CTO) on all platform-related matters, articulating the "art of the possible" and guiding strategic technology investments.
- In lockstep with your business partner, translate strategic functional roadmaps into a tangible, sequenced technical delivery plan.
- Co-champion the platform's value proposition at the executive level, providing clear insights into platform performance, health, and the technical metrics that drive business outcomes.
- Collaborate on strategic cost planning and budget optimization, owning the technology and implementation partner portions of the portfolio.
Global Delivery & Vendor Management
- Hold ultimate accountability for global platform delivery, leading a complex ecosystem of internal technical teams and implementation partners (e.g., Accenture, Deloitte).
- Serve as the final escalation point for critical application and platform-related issues.
- Own the strategic relationship and governance for all technical vendors in the ServiceNow ecosystem, ensuring delivery excellence and favorable commercial terms.
- Ensure the integrity of the enterprise architecture, aligning all technical configuration and integration with overarching business process design.
Organizational Leadership & Capability Development
- Build and lead a world-class global platform organization, including the Platform Support Team that administers the platform, as well as architects and lead developers for various modules (e.g., ITAM, HRSD, S2P, etc.)
- Ensure the platform and operations teams are explicitly aligned to delivering the business strategy and roadmap.
- Foster a culture of innovation, engineering excellence, and agile delivery.
- Develop the organization's technical competency and talent pipeline, ensuring the team's skills evolve with the platform's capabilities.
Qualifications
Required
- 12+ years of progressive experience in enterprise technology, with at least 7+ years in a senior leadership capacity owning the technical strategy for a large-scale ServiceNow ecosystem.
- Demonstrated experience in a collaborative leadership model, working with business counterparts to achieve shared goals.
- Proven ability to serve as a trusted technical advisor to executive-level stakeholders.
- Expert-level knowledge of ServiceNow architecture, technical governance, and integration best practices.
- Deep experience managing global delivery teams and complex, multi-vendor implementation programs.
- Strong financial acumen with experience managing the technology components of multi-million-dollar budgets and vendor contracts.
Preferred
- ServiceNow Certified Technical Architect (CTA) or Certified Master Architect (CMA).
- Deep expertise in leveraging AI and automation capabilities (e.g., Now Assist) to drive material business outcomes.
- Experience leading the technical aspects of a large-scale GBS or digital transformation initiative.
- Strong background in multiple ServiceNow domains, such as HR Service Delivery, IT Operations Management (ITOM), or Integrated Risk Management (IRM).
Compensation
Bonus Eligible: Yes
Long - Term Incentive: Yes
Benefits Eligible: Yes
Salary Range
The expected salary range for this role is $237,102 - $296,377 per year
The above represents the expected salary range for this job requisition. Ultimately, in determining your pay, we may also consider your experience, and other job-related factors.
Additional Information:
Benefits eligible: This position offers health and welfare benefits, including but not limited to comprehensive health insurance, which includes medical, prescription drug, mental health, dental and vision coverage, as well as, life insurance.
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 mcdhrbenefits@us.mcd.com. Reasonable accommodations will be determined on a case-by-case basis.
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Nothing in this job posting or description should be construed as an offer or guarantee of employment.