Manager, Change Management

McDonald's Corporation•Chicago, IL

About The Position

McDonald’s is proud to be one of the most recognized brands in the world, with restaurants in over 100 countries that serve 70 million customers daily. We continue to operate from a position of strength. Our updated growth strategy is focused on staying ahead of what our customers want and realizing further growth potential. Our relentless ambition is why McDonald’s remains one of the world’s leading corporations after almost 70 years. Joining McDonald's means thinking big and preparing for a career that can have influence around the world. At McDonald’s, we see every day as a chance to create positive impact. We lead through our values centered on inclusivity, service, integrity, community and family. From support of Ronald McDonald House to our Youth Opportunity project and sustainability initiatives, our values keep us dedicated to using our scale for good: good for our customers, people, industry and planet. The Change & Organization Activation COE enables the human side of transformation at McDonald’s, partnering with leaders to drive enterprise agility, accelerate adoption of modernization initiatives, and build organizational capability for sustained change. Its mission is to make transformation work—everywhere, every time, with a vision that change agility is a competitive advantage. This role is for a Manager, Change Management (OCM) to lead a core change workstream for the Enterprise Service Management (ESM) Program. ESM is a multi‑year enterprise transformation designed to standardize, simplify, and elevate service delivery across McDonald’s, establishing a unified ServiceNow “Golden Instance” and a single, experience‑led entry point for employees, franchisees, and partners. The program aims to reduce cost and complexity while improving service quality, reliability, and user experience through common standards, shared knowledge, and AI‑enabled capabilities. This role is accountable for driving readiness, adoption, and sustained ways of working across impacted business and functional stakeholder groups, ensuring measurable improvements in consistency, governance, and reporting, and enabling continuous value realization and future enhancements. It requires close partnership with program and functional leaders to align change strategy with business outcomes, manage enterprise‑level impacts, and embed change capability into day‑to‑day operations. Future assignments may span additional McDonald’s functional and enterprise transformation initiatives.

Requirements

Bachelor’s degree in Business, Human Resources, Change Management, or a related field.
5+ years of experience supporting complex, enterprise‑scale transformation initiatives.
Strong expertise in structured change management methodologies, including change impact and readiness assessments, stakeholder engagement, and change communications.
Demonstrated ability to influence and lead across business, functional, and technology teams without direct authority.
Proven experience defining and tracking adoption KPIs, readiness metrics, and value realization outcomes.
Ability to operate effectively in fast‑paced, ambiguous environments while managing multiple, competing priorities.

Nice To Haves

Experience supporting process‑led global standardization initiatives, including global process ownership, management of local nuances, and exception governance.
Demonstrated success partnering with stakeholders in risk‑managed, policy‑driven, or regulated environments.
Experience designing and delivering role‑based training and performance support for legal, operational, and business requester audiences.
Experience supporting global, multi‑market deployments using persona‑based change planning approaches.
Proven ability to translate system and platform capabilities (e.g., workflows, templates, clauses, reporting) into sustainable, adoptable ways of working.
Experience‑led change, service design, or journey‑based change approaches.
Strong process design, data‑driven mindset, and storytelling capabilities.
Experience working with globally distributed teams and cross‑functional partners.
Experience driving adoption of enterprise service platforms or employee portals (e.g., ServiceNow‑enabled transformations).

Responsibilities

Lead and execute assigned change management sub‑workstreams aligned to the end‑to‑end ESM change strategy, enterprise change framework, and program milestones.
Translate ESM process and platform changes (e.g., workflows, templates, approvals, repositories) into clear, role‑based impacts, communications, training, and adoption actions for global business audiences.
Partner closely with program leadership and key stakeholders across Global People, Global Technology, and Global Business Services (GBS) to ensure integrated delivery across process, technology, data, and service readiness.
Conduct change impact assessments, stakeholder analyses, and readiness evaluations across regions, functions, and user personas.
Define, track, and report on adoption and readiness metrics (e.g., training completion, go‑live readiness, platform usage, process compliance, stakeholder sentiment).
Use data‑driven insights to identify risks, adjust change strategies, and accelerate adoption and value realization.
Lead the design and delivery of targeted change communications aligned to program milestones and leadership priorities.
Partner with Learning & Development and product teams to shape learning strategies and deliver role‑based enablement (e.g., job aids, quick guides, demos, office hours, hypercare, train‑the‑trainer).
Ensure learning and performance support are embedded into day‑to‑day workflows and reinforced post go‑live.
Apply and champion McDonald’s enterprise change standards, tools, and ways of working.
Capture and share lessons learned and best practices with the Change & Organization Activation (COA) COE to continuously strengthen enterprise change capability.
Advise and coach leaders on effective sponsorship, change strategy execution, and outcome measurement.