Sr. Manager, AI & Innovation (ServiceNow)
About The Position
Behind McDonald's digital transformation is the Global Technology Enterprise Products & Platforms (EPP) team, a group of innovators leveraging AI, IoT, and emerging technologies to create scalable business solutions. Within EPP, our Enterprise Service Management (ESM) team is committed to being a people-led, product-centric, and trusted technology partner. We are seeking a strategic and highly motivated Sr. Manager, AI & Innovation (ServiceNow) to join our team as a high-impact Individual Contributor. In this role, you will lead the evaluation, pilot, and enterprise adoption of AI-powered capabilities across our global ServiceNow ecosystem, including Now Assist, Generative AI, Virtual Agents, and intelligent workflow automation. You will partner with business and technology stakeholders to identify opportunities, define AI strategies, build compelling business cases, and deliver scalable solutions that enhance employee experiences and operational efficiency worldwide.
Requirements
- 7+ years in product management, solution architecture, or digital transformation (5+ with a Master's degree).
- 3+ years of hands-on ServiceNow experience.
- Experience with ServiceNow AI & automation tools (Now Assist, Virtual Agent, Predictive Intelligence, etc.).
- Bachelor's degree in a related field or equivalent experience.
- Strong knowledge of ServiceNow (ITSM, ITOM, HRSD, CSM, CMDB/CSDM).
- Experience working in Agile/Scrum environments.
- Ability to manage vendor and consulting partner relationships.
- Excellent communication skills with the ability to translate complex technical concepts into business value.
Nice To Haves
- Passion for McDonald's values: Serve, Inclusion, Integrity, Community, and Family.
Responsibilities
- Lead the AI Roadmap: Define and execute the ServiceNow AI strategy aligned with ESM priorities.
- Drive Innovation: Pilot emerging capabilities including Agentic AI, ML solutions, and Intelligent Document Processing.
- Influence Globally: Mentor delivery teams and champion platform excellence across global squads.
- Ensure Compliance: Partner with Cybersecurity, Legal, and Compliance teams to deliver secure, GDPR-aligned solutions.
- Manage Key Partnerships: Collaborate with ServiceNow and strategic consulting partners to maximize platform value.
- Measure Impact: Track KPIs and business outcomes to demonstrate the value of AI-driven automation.
Benefits
- Sabbatical program
- Tuition assistance
- Flexible work arrangements
- Health and welfare benefits
- Comprehensive health insurance
- Medical coverage
- Prescription drug coverage
- Mental health coverage
- Dental coverage
- Vision coverage
- Life insurance
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What This Job Offers
Job Type
Full-time
Career Level
Manager
