Manager, Tech Platform Management

Department Overview

We are seeking a manager to lead and oversee the execution of our Service Management Transformation for our IOM Segment (international). 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 change the world. We are customer-focused, committed to being leaders in our industry, and believe we are better when we work together. As a part of our modernization efforts, we are implementing a new global platform, partnering with global Service Desk providers and building a world class asset management function. This critical program requires strong leadership to be responsible for the execution of the program and build a strong partnership with the segment and markets.

Duties

The Manager of Global Service Management Transformation - IOM is accountable for driving the execution of the modernization program and ensuring all stakeholders are informed. This leader must be able to champion a collaborative working relationship with multi-functional and international business stakeholders across the globe. The candidate will need to prepare and present accurate and timely information to leadership regarding program progress and maturity

Key Responsibilities:

• Drive Global Service Management Transformation aligned with enterprise strategy, business goals, regulatory standards, and operational objectives.
• Partner with global Segment and Market leaders to ensure solutions address regional challenges and are locally adaptable.
• Collaborate with cybersecurity, infrastructure, and business teams to integrate service desk improvements into broader IT transformation efforts.
• Manage vendor relationships and ensure service providers meet SLAs and operational KPIs.
• Develop and improve governance frameworks in alignment with ITIL guidelines and company standards.
• Identify and mitigate risks and roadblocks related to ITSM, integration, and delivery execution.
• Promote operational excellence through process standardization, technology optimization, and improved customer experience.
• Act as a change agent by engaging stakeholders, communicating changes, and driving adoption of new service management practices.
• Monitor and track project expenses, ensuring alignment to budgets and collaborating with finance for accurate reconciliation and reporting.
• Coordinate and track projects to ensure timely, in-scope delivery; maintain plans, timelines, and follow up on tasks and dependencies.
• Identify and raise project risks or delays as needed.
• Prepare regular reports and dashboards on project status, financials, and key performance metrics.
• Create visual reports and presentations for leadership reviews.

Qualifications

• Bachelor’s degree in IT, Computer Science, or a related field (or equivalent experience).
• 7+ years of IT service management and operations experience in a global enterprise environment.
• Demonstrable experience leading ITSM transformations and working with ServiceNow or similar platforms.
• Strong knowledge of ITIL frameworks, incident and problem management, and service delivery standard methodologies.
• Ability to influence and collaborate across global markets and diverse business segments.
• Experience working with outsourced service providers.
• Exceptional communication and stakeholder management skills, including the ability to clearly articulate to senior leadership.

Preferred Skills:

• Experience in a large-scale, multinational corporation, particularly in the quick-service restaurant or retail industry.
• Familiarity with McDonald’s business model, markets, and key stakeholders.
• Experience in cybersecurity, network infrastructure, or IT governance.
• ITIL, PMP, or relevant certifications are a plus.

Key Competencies:

• Leadership: Demonstrable ability to motivate, influence, and lead teams through large-scale transformations.
• Critical Thinking: Ability to align technical projects with business objectives and outcomes.
• Problem Solving: Skilled at identifying issues, analyzing data, and developing innovative solutions.
• Collaboration: Good interpersonal skills with the ability to establish relationships across departments.
• Communication: Excellent written and verbal communication skills, with the ability to clearly articulate to senior leadership

Compensation

Bonus Eligible: Yes

Long - Term Incentive: Yes

Benefits Eligible: Yes

Salary Range

Salary Ranges-$$129,800.00 - $$165,490.00

Competencies