Software Engineer ||| - Manager, Global Technology

Overview

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 McD restaurant.  

Job Description

This opportunity is part of the Global Technology Enterprise Products & Platforms (EPP) team, focused on Enterprise Service Management (ESM) and the continued evolution of ServiceNow Human Resources Service Delivery (HRSD) capabilities. The role helps deliver scalable, secure, employee-centric digital workflows by modernizing how employees access HR support, knowledge, services, and lifecycle experiences across the enterprise.

The Manager, Software Engineering – ServiceNow HRSD is a hands-on people leader and product delivery owner for a development and configuration pod responsible for ServiceNow HR Service Delivery capabilities. This role leads end-to-end product development, configuration, enhancement delivery, and production support across capabilities such as Employee Relations, HR case and knowledge management, employee service request experiences, lifecycle events, document management, workflow automation, and AI-enabled employee experience capabilities. The leader partners across product, engineering, architecture, platform operations, HR stakeholders, security, and business teams to translate needs into scalable, supportable solutions while maintaining privacy, usability, operational readiness, and measurable outcomes.

Key responsibilities include working with Global Business Services People Experience team to understand and influence the HRSD roadmap, manage the backlog, and guide and work with the team through design, configuration, testing, release readiness, and ongoing support. This is a hands-on role, where the manager will share development responsibilities with the team.  Success in this role requires strong knowledge of ServiceNow HRSD capabilities, including employee self-service, case and knowledge management, lifecycle event orchestration, document management, workflow automation and security-aware design. Additionally, the role requires experience with all aspects of ServiceNow’s Employee Relations module. 

This position reports to the Director, Technical Product Management and works closely with ESM platform engineering, architecture and delivery as well as the Global Business Services People Experience team.

Duties

• Product Strategy, Ownership, and Roadmap
  • Partner with Global Business Services on the HRSD roadmap, aligning priorities to enterprise service management goals, employee experience strategy, HR service needs, compliance expectations, and platform direction.
  • Partner with Global Business Services, security, legal, data, and shared platform stakeholders to define product vision, target outcomes, success measures, and a sequenced delivery plan.
  • Drive adoption of out-of-the-box capabilities where practical, while making thoughtful extension decisions that support scalability, maintainability, governance, and upgrade readiness.

• Development and Configuration Pod Leadership
  • Lead a hands-on pod responsible for configuration, development, enhancement delivery, and support across Employee Center, HR case and knowledge management, Employee Relations, and all related employee experience capabilities. 
  • Translate business and service requirements into clear configuration outcomes that guide design, build, test, release, and support activities.
  • Provide day-to-day leadership to the pod, removing blockers, managing priorities, escalating risks, and ensuring delivery commitments are met with quality, control, and speed.
  • Provide leadership as well as development expertise for data integrations for both up and downstream applications.  All integrations will be developed according to platform architecture standards.

• Employee Experience and HR Service Enablement
  • Lead delivery of employee-facing HR service experiences that improve how employees find answers, submit requests, track work, and complete HR-related tasks through intuitive self-service channels.
  • Drive HR case and knowledge management capabilities that improve inquiry resolution, standardize fulfillment, reduce manual effort, and strengthen service consistency.
  • Partner with Global Business Services and platform teams to improve service design, routing, content quality, and the overall employee experience across high-volume and high-impact HR services.

• Employee Relations Module Enablement
  • Lead configuration, development and enhancement for Employee Relations.
  • Ensure all security requirements are strictly maintained, including administrative and developer access to sensitive information. 
  • Enhance and support sensitive case management and investigation workflows.
  • Manage enabling investigation teams in additional global regions. 
  • Partner with Global Business Services, HR and Legal partners to improve the service design, employee trust and experience. 

• Lifecycle Events, Workflows, and Document Management
  • Lead configuration and enhancement of lifecycle event workflows that support moments that matter such as onboarding, offboarding, transfers, role changes, and other cross-functional employee journeys.
  • Support secure document-related capabilities and process automation that improve fulfillment efficiency, reduce manual handling, and strengthen auditability and policy adherence.
  • Ensure workflows are designed to coordinate effectively across HR, IT, security, and other partners involved in employee lifecycle activities.

• Operational Excellence, Privacy, and Governance
  • Ensure strong operational support for delivered capabilities, including defect management, issue triage, root cause analysis, release readiness, documentation, and service performance monitoring.
  • Balance business demand, privacy requirements, data sensitivity, technical debt, platform guardrails, and operational risk when making prioritization and design decisions.
  • Use KPIs and service measures to monitor backlog health, delivery performance, case trends, knowledge effectiveness, employee experience outcomes, and adoption, then convert insights into prioritized improvements.

• Cross-Functional Partnership and Team Development
  • Collaborate closely with architects, platform teams, scrum leaders, QA, security, data, integration, and Global Business Services partners to ensure designs are compliant, reusable, supportable, and aligned to enterprise standards.
  • Build a high-performing pod culture grounded in agile ways of working, accountability, continuous improvement, and strong partnership across product, engineering, and service teams.
  • Coach team members on product management discipline, backlog quality, configuration standards, testing rigor, and outcome-based delivery.

Qualifications

• 8+ years of experience in technical product management, ServiceNow product ownership, platform delivery, or a related field with a Bachelor’s degree, or 6+ years of relevant experience with a Master’s degree.
• Demonstrated experience leading or managing delivery for ServiceNow HR Service Delivery, employee service workflows, case management, knowledge management, lifecycle events, or related platform capabilities in a complex enterprise environment.
• Demonstrated experience leading or managing delivery for ServiceNow Employee Relations.
• Strong understanding of ServiceNow platform capabilities, product lifecycle management, agile delivery methods, and production support for development and configuration teams.
• Proven ability to translate business, employee service, operational, and compliance needs into product roadmaps, prioritized backlogs, functional requirements, and actionable delivery plans.
• Experience leading cross-functional teams and working collaboratively with HR, business partners, architects, engineers, QA, security, data, and operations teams to deliver outcomes.
• Hands-on experience with configuration-driven delivery, release planning, issue triage, root cause thinking, and continuous improvement practices.
• Experience using data, metrics, and customer feedback to make prioritization decisions, improve adoption, strengthen service quality, and measure product success.
• Strong communication, storytelling, negotiation, influencing, and problem-solving skills with the ability to lead through complexity and ambiguity.
• Experience working with privacy, governance, controls, and secure design principles in an enterprise platform environment.
• Willingness and ability to live the McDonald’s values every day: Serve, Inclusion, Integrity, Community, and Family.

Additional Information 

McDonald’s is committed to providing qualified individuals with 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 recruiting.supportteam@us.mcd.com 

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.