Manager, Service Management

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Date: Jun 4, 2025

Location: Chicago, IL, US, 60607

Company: McDonald's Corporation

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.  

Department Overview

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 McD restaurant.

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 outstanding 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 Manager reports to the Director, Service Management and is responsible for ensuring service desk expectations and third party partner collaboration targets are met or exceeded.

This is an exciting opportunity for an experienced technology manager to help shape the transformation of infrastructure and operations products and services to the entire McDonalds environment.

Duties

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 outstanding 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 Manager reports to the Director, Service Management and is responsible for ensuring service desk expectations and third party partner collaboration targets are met or exceeded.

This is an exciting opportunity for an experienced technology manager to help shape the transformation of infrastructure and operations products and services to the entire McDonalds environment.

Responsibilities & Accountabilities:

  • Handles the service desk team working with a handled service provider.
  • Handles and coordinates urgent and complicated service desk support issues.
  • Accountable for handling internal projects, facilitating change, coordinating tasks, and helping team members with awareness and accountability.
  • Handles the service request management and knowledge management processes.
  • Provides governance over assigned ITIL processes partnering with business leaders, technical product managers, and / or architects.
  • Communicates ideas optimally, verbally and in writing, to a wide variety of audiences, including upper management.
  • Fosters a constructive dialogue, harmonizes discordant views, and owns the resolution of issues.
  • Decomposes sophisticated problems into straight-forward solutions. Consistently brings strong, data-driven business, and good judgment to decisions.
  • Identifies core problems or opportunities within business processes. Understands the root cause and impacts for the project and other teams.
  • Advances risks and/or issues that might be impacting the team. Proactively identify gaps and opportunities.
  • Invests time to continuously improve your service management capabilities and close skill gaps.

Qualifications

  • 6 - 8+ years of global service desk management or relevant experience with a Bachelor’s degree.
  • Experience working with led service providers to support ITIL services and service desk.
  • Experience communicating with leadership and handling objectives.
  • ITIL Foundations Certification preferred
  • Willingness and ability to live the McDonald’s values every day: Serve, Inclusion, Integrity, Community, and Family.
  • Demonstrated ability to lead technical products, driving clarity, understanding and discussing technical concepts, managing tradeoffs, and evaluating potential concepts with internal and external partners.
  • Confirmed analytical and quantitative skills; ability to use hard data and metrics to back up assumptions, develop project business cases, and measure success.
  • Strong in problem-solving, organizational and analytical skills, with the ability to evolve product strategy based on research, data, and industry trends.
  • Good presentation and writing skills, with the ability to translate theory into practical application.
  • Understand customer centricity, and lead products with that mindset.
  • Exudes collaboration and conflict-resolving qualities.

Preferred Qualifications

  • Service Desk / HDI Certification
  • Strong familiarity with key ITIL disciplines (Incident, Change, Service Request, Service Catalog, Knowledge)
  • ServiceNow platform

Compensation

Bonus Eligible: Yes

Long - Term Incentive: Yes

Benefits Eligible: Yes

Salary Range

Salary Ranges-$112,860 - $143,900

Additional Information: 

Benefits eligible: This position offers health and welfare benefits, a 401(k) plan, adoption assistance program, educational assistance program, flexible ways of working, and time off policies (including sick leave, parental leave, and vacation/PTO). Eligibility requirements apply to some benefits and may depend on job classification and length of employment.  

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. 

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. 


Nearest Major Market: Chicago