Company Description:

　　McDonald’s evolving Accelerating the Arches growth strategy puts our customers and people first, and uses our competitive advantages to strengthen our brand.  We are recognized on lists like Fortune’s Most Admired Companies and Fast Company’s Most Innovative Companies.

　　Doubling Down on the 4Ds (Delivery, Digital, Drive Thru, and Development)

　　Our growth pillars emphasize the meaningful role technology plays as the leading, global omni-channel restaurant brand. Technology enables the organization through digital technology, and improving the customer, crew and employee experience each and every day.

　　Global Technology forging the way

　　Leading the digitization of our business is the Technology organization made up of intrapreneurs who build industry defining tech using the latest innovations and platforms, like AI and edge computing to deliver on the next set of cutting-edge opportunities for the business.  At McDonald’s you get to solve technology innovation challenges at an incredible scale, and work across global teams who are always eager for a challenge. This provides access to exciting career paths for technologists. 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:

　　The Service Management Office (SMO) Core Information Technology Service Management (ITSM), Sr. Technical Product Manager is responsible for ensuring high performing Service Management through the building, evolving, and governing of mature processes and capabilities including (but not limited to) Global experience across Incident, Problem, Change, Release, Asset, Configuration, Catalog, Knowledge, Service Level and Resiliency Management. The successful person in this role will drive continual improvement in Service Management capabilities leveraging best practice, tools and technology and insight from business partners to achieve effective outcomes.  

　　This is an exciting opportunity for an experienced technology leader to help shape the transformation of infrastructure and operations products and services to the entire McDonalds environment.  

　　Responsibilities & Accountabilities:  

　　Manages strategically important Service Management capabilities  

　　Owns the definition of Service Management capabilities, the continual improvement of the capabilities and related roadmap.  

　　Guides a team of technical product managers and service providers expected to broadly influence across a large portion of the organization or with a charter to innovate/disrupt a strategically important domain.  

　　Maintains a strategic focus yet retains an appropriate level of hands-on management. Partners with business leaders, technical product managers, and / or architects to determine the long-term viability of systems/products, from business and technology standpoints.  

　　Communicates ideas effectively, verbally and in writing, to a wide range of audiences, including Directors and VPs. Fosters a constructive dialogue, harmonizes discordant views, and leads the resolution of issues.  

　　Decomposes significantly complex problems into straight-forward solutions and remediation recommendations. Consistently brings strong, data-driven business, and technical judgment to decisions.  

　　Identifies core problems or opportunities within business processes. Understands the root cause and impacts for the project and other teams.  

　　Removes bottlenecks to enable your team(s) to work independently. Drives team members (internal and external) to proactively identify gaps and opportunities (e.g., services, workflows, tooling) within or between markets and other parts of the organization.  

　　Invests time to coach junior technical product managers to refine their capabilities and close skill gaps. Works closely with technical product managers and leads by example.  

　　Qualifications:

　　12+ years of technical product management or relevant experience with a Bachelor’s degree or 8+ years relevant experience with a Master’s degree.  

　　Experience leading technical teams that manage a strategically important product and/or a suite of products.  

　　Experience in influencing senior executives (VPs, SVP, CxO), and setting expectations for major cross-functional initiatives.  

　　ServiceNow workflow development and code/configuration validation and testing  

　　Basic Qualifications  

　　Willingness and ability to live the McDonald’s values every day: Serve, Inclusion, Integrity, Community, and Family.  

　　ITIL Specialist Certification(s)  

　　Knowledge of ServiceNow platform including familiarity with ServiceNow modules (CMDB/ITSM, Portal, Mobile, and Automation) and workflow, code/configuration development, validation and testing  

　　AWS Solution Architect Level certified (Architect, Developer, SysOps Administrator)  

　　Azure associate level certification  

　　Google Cloud knowledge 

　　Must have knowledge of infrastructure (incl. cloud provisioning), network, digital application technologies in addition to SDLC, ITIL and Service Management common practices, DevOps, GitHub Actions, and CI/CD  

　　Demonstrated ability to manage technical products from an unclear problem statement, driving clarity, understanding and discussing technical concepts, managing tradeoffs, and evaluating potential concepts with internal and external partners  

　　Proven analytical and quantitative skills; ability to use hard data and metrics to back up assumptions, develop project business cases, and measure success.  

　　Excellent problem-solving, organizational and analytical skills, with the ability to evolve product strategy based on research, data, and industry trends.  

　　Excellent presentation and writing skills, with the ability to translate theory into practical application.  

　　Understand customer centricity, and lead products/capabilities with that mindset.  

　　Naturally exude team-building, motivating, and conflict-resolving qualities.  

　　Comfortable with ambiguity and ability to navigate uncertainty 

　　Preferred Qualifications  

　　New Product Integration (NPI) experience.  

　　Working knowledge of data analytics and tools (DataDog, NewRelic), machine learning and mathematical optimization.  

　　Knowledge of other ITSM and related tools (Pager Duty, xMatters, and similar)  

　　Additional Information:

　　McDonald’s is committed to providing qualified individuals with disabilities 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 [email protected]

　　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.

　　All your information will be kept confidential according to EEO guidelines.

　　Requsition ID: REF6206A_743999960190214