Sr Director - Global Service Desk Transformation

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. 

Job Description:

We are seeking a Sr. Director Global Service Desk Transformation to lead and oversee the execution of our Digitizing the Arches Strategy. We are moving fast and are adding to our best-in-class team, and joining McDonald's means thinking big every day and preparing for a career that will impact the world. We are customer-obsessed, committed to being leaders in our industry, and believe we are better when we work together. Over the last several years, we have launched home delivery, radically improved the digital experiences of our restaurants, introduced mobile pay, and have so much more to come. These critical initiatives require strong leadership to ensure compliance with policies, standards, regulatory requirements, and best practices.

The Sr. Director of Global Service Desk Transformation must be able to foster a collaborative working relationship with cybersecurity, infrastructure, and various functional and business stakeholders across all three legs of our three-legged stool. Demonstrated success in building and implementing a complex program, with intimate knowledge of networking fundamentals and their impact on our ability to protect the McDonald’s Brand, our employees, and our customers. Qualified applicants should have a solid background in technology, governance models, and risk frameworks. Lastly, the candidate must be able to prepare and present accurate and timely information to senior leadership regarding program progress and maturity, up to and including the McDonald’s Board of Directors. History of leading large-scale infrastructure projects and cross-functional initiatives to success, on time, and within budget. Exceptional communication skills, including written deliverables, oral presentations, and the ability to facilitate crucial conversations at all levels of the organization.

Responsibilities:

• Execute a comprehensive service desk transformation strategy aligned with the organization's vision, risk appetite, and regulatory requirements.
• Review and evaluate the effectiveness of program management processes and drive recommendations for improvement.
• Be an evangelist for our global infrastructure and operations strategies and an ambassador to our market partners in the execution of our strategy.
• Provide strategic guidance and expertise on complex service management issues and lead critical decision-making processes to ensure the continued execution of our strategy.
• Establish and maintain a governance framework to enable visibility into the execution of our strategy and provide oversight and leadership to course-correct where necessary.
• Directly oversee all aspects of the service desk transformation journey, from envisioning the new state and strategizing the transformation to realizing the anticipated changes.
• Build strong relationships with key organizational stakeholders, promoting a consumer and crew first culture.
• Attract, develop, and retain a high-performing team capable of executing the transformational changes required.
• Develop and manage infrastructure metrics and reporting frameworks to measure and communicate the progress of the network transformation effectively.
• Mentor, manage, and motivate, both directly and indirectly, a high-performing team of professionals and set clear priorities to achieve team goals.

This role will collaborate closely with cybersecurity experts, infrastructure leaders, market leads, project managers, and Global Technology Solutions teams to ensure the reliable and efficient operation of McDonald’s security services. In addition, this role will be responsible for managing and collaborating with the support teams that handle tickets and other operational tasks for McDonald’s infrastructure services. This person will work closely with others in Global Technology Infrastructure and Operations and other areas of Global Technology to ensure that our services are meeting the needs of markets, application teams, and other stakeholders.

Qualifications:

Minimum Requirements:

• Bachelor’s degree in systems, Engineering, Computer Science, or other related fields preferred
• Experience leading a complex program and communicating with Sr. Leadership.
• Familiarity with complex multinational companies and distributed business models.

Desired Skills: 

• Experience with the McDonald’s business model, including intimate knowledge of our markets, market priorities, and key leaders.
• Proficient in technical writing and demonstrating various creative mechanisms to communicate to diverse audiences.
• Capability to identify gaps in technological capabilities and submit requirements to meet identified gaps.
• Experience with ITIL and ITSM, Service Desk Partners and service management platforms.

Additional Information:

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.

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.