Job Description

Company Description:

McDonald’s new 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.

Leading this revolution is McDonald’s Global Technology organization made up of intrapreneurs who get to build really cool tech with scary smart people using the latest innovations like AI, IOT, and edge computing. We do this working along diverse, global teams who are always hungry for a challenge. It’s bonus points when you get to see your family and friends use the tech you build at their favorite McDonald’s restaurant.

As we have matured as an engineering organization and seen the demands for technology grow exponentially, we’re gearing up to deliver on the next set of opportunities for the business. We are building up an engineering team in house accountable for our strategic products. We’ll have diverse squads made up of engineers with traditional and specialized skillsets, both from internal engineers coupled with our partners, to help us flex with demand and solve technology innovation challenges done at an incredible scale.

Check out the Global Technology Technical Blog to learn how technology is directly enabling the Accelerating the Arches strategy.

Job Description:

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. 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) Core Information Technology Service Management (ITSM), Sr. Manager, Core ITSM is responsible for ensuring high performing Service Management through the building, evolving and governing of mature processes and capabilities including (but not limited to) Incident, Problem, Change, Release, Service Level and Resiliency Management. The successful person in this role will drive continual improvement in Service Management capabilities leveraging best practice, automation, tools and technology and insight from business partners to achieve effective outcomes.

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.

Responsibilities & Accountabilities:

  • Manages strategically important Service Management capabilities pertaining to resiliency
  • Owns the definition of Service Management capabilities, the continual improvement of the capabilities and related roadmap.
  • Guides a team of technical product managers and service providers expected to broadly influence across a large portion of the organization or with a charter to innovate/disrupt a strategically important domain.
  • Maintains a strategic focus yet retains an appropriate level of hands-on management. Partners with business leaders, technical product managers, and / or architects to determine the long-term viability of systems/products, from business and technology standpoints.
  • Communicates ideas effectively, verbally and in writing, to a wide range of audiences, including Directors and VPs. Fosters a constructive dialogue, harmonizes discordant views, and leads the resolution of issues.
  • Decomposes significantly complex problems into straight-forward solutions and remediation recommendations. Consistently brings strong, data-driven business, and technical judgment to decisions.
  • Identifies core problems or opportunities within business processes. Understands the root cause and impacts for the project and other teams.
  • Removes bottlenecks to enable your team(s) to work independently. Drives team members (internal and external) to proactively identify gaps and opportunities (e.g., services, workflows, tooling) within or between markets and other parts of the organization.
  • Invests time to coach junior technical product managers to refine their capabilities and close skill gaps. Works closely with technical product managers and leads by example.
  • Must be fully vaccinated (i.e., at least 2 weeks after last dose) for COVID-19 and, if hired, present proof of vaccination by start date.
  • ITIL Specialist Certification(s)
  • Knowledge of ServiceNow platform including familiarity with ServiceNow modules (CMDB/ITSM, Portal, Mobile, and Automation) and workflow, code/configuration development, validation and testing
  • AWS Solution Architect Level certified (Architect, Developer, SysOps Administrator)
  • Azure associate level certification
  • Must have broad general knowledge of infrastructure, network, application technologies in addition to SDLC, ITIL and Service Management common practices, DevOps and CICD
  • Demonstrated ability to manage technical products from an unclear problem statement, driving clarity, understanding and discussing technical concepts, managing tradeoffs, and evaluating potential concepts with internal and external partners
  • Proven analytical and quantitative skills; ability to use hard data and metrics to back up assumptions, develop project business cases, and measure success.
  • Excellent problem-solving, organizational and analytical skills, with the ability to evolve product strategy based on research, data, and industry trends.
  • Excellent presentation and writing skills, with the ability to translate theory into practical application.
  • Understand customer centricity, and lead products/capabilities with that mindset.
  • Naturally exude team-building, motivating, and conflict-resolving qualities.

Preferred Qualifications

  • New Product Integration (NPI) experience.
  • Working knowledge of data analytics, machine learning and mathematical optimization.
  • Knowledge of other ITSM and related tools (Pager Duty, xMatters, Cherwell, BMC Helix and similar)


  • 12+ years of technical product management or relevant experience with a Bachelor’s degree or 8+ years relevant experience with a Master’s degree.
  • Experience leading technical teams that manage a strategically important product and/or a suite of products.
  • Experience in influencing senior executives (VPs, SVP, CxO), and setting expectations for major cross-functional initiatives.
Additional Information:

McDonald’s is committed to providing qualified individuals with disabilities reasonable accommodations to perform the essential functions of their jobs. Additionally, if you (or another applicant of whom you are aware) require assistance accessing or reading this job posting or otherwise seek assistance in the application process, please contact 

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.

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