Sr Manager, Service 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 Charities 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. We also offer a broad range of outstanding benefits including a sabbatical program, tuition assistance and flexible work arrangements. We are seeking a Service Management Sr. Manager to join the Enterprise Service Management (ESM) team to drive operational excellence across Global Business Services (GBS). This high-impact role positions you at the center of enterprise transformation, where you'll shape foundational service management operations, orchestrate governance execution, lead demand intake and assessment processes, and manage the end-to-end change control process. As a key strategic partner to senior leaders across Finance, People, Indirect Procurement, CLM (Legal), EDAA (Data and Analytics), and IT, you will play a key part in bringing structure and visibility to how GBS makes decisions and operate. This leader will facilitate governance forums, enable prioritization of new service demand requests, and oversee performance reporting and reviews for GBS. This role offers direct exposure to cross-functional leadership, strategic planning, and the opportunity to architect governance models that power enterprise operations.

Requirements

Bachelor's degree required
6-10 years of leadership experience in service management, governance, performance management, demand management and/or shared services environments
Demonstrated success in establishing and operating enterprise governance frameworks, demand intake and prioritization processes, and performance reporting models
Proven ability to lead high-performing teams, drive alignment across diverse stakeholders, and deliver results in a global organization
Exceptional communication skills, both written and verbal, with the ability to engage and influence senior executives across the business and enabling functions
Strong analytical, communication, and stakeholder management skills with the ability to translate complex data into actionable insights
Highly organized, proactive, and adaptable, with the capability to manage multiple priorities in fast-paced, ambiguous environment
Leadership presence with demonstrated success managing stakeholder expectations, guiding governance forums, or facilitating service review discussions

Responsibilities

Lead the planning and coordination of cross-functional enterprise governance forum, including agenda setting, alignment on content, and coordination across executive stakeholders to enable structured decision-making and accountability
Support and integrate functional governance forums across Finance, People, CLM, EDAA, IT, and other enabling functions, ensuring consistent application of ESM standards and escalation of decisions where required
Design and execute the enterprise demand & enhancement management capability, including intake, prioritization, and funding conversations for new services and enhancements
Define and maintain enterprise-wide standards, models, and cadences for how service performance and service quality are measured, reported, and reviewed
Own the business requirements for GBS service performance reporting, including defining the performance metrics inventory, reporting hierarchy, dashboards, and executive-ready insights
Lead and facilitate service performance reviews, translating insights into improvement actions and decision support for leadership
Monitor and escalate service performance, risks, and trends in partnership with Functional Service Owners, ERM, and Global Offices
Serve as the conduit to EDAA and analytics partners for performance data requirements, reporting enablement, and activation of performance cadences across GBS and IT Services
Act as the business owner for governance, performance, and demand management capabilities enabled in ServiceNow, ensuring the platform supports the ESM operating model and enterprise decision-making needs