Sr Manager, Service Management

Job Description: Company Description: 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. Department Overview 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. Duties 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 elevate 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 Qualifications 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 Compensation Bonus Eligible: Yes Long - Term Incentive: Yes Benefits Eligible: Yes Salary Range The expected salary range for this role is $152,678.00 - $190,847.00 per year The above represents the expected salary range for this job requisition. Ultimately, in determining your pay, we may also consider your experience, and other job-related factors. Additional Information Benefits eligible: This position offers health and welfare benefits, a 401(k) plan, adoption assistance program, educational assistance program, flexible ways of working, and time off policies (including sick leave, parental leave, and vacation/PTO). Eligibility requirements apply to some benefits and may depend on job classification and length of employment. Bonus eligible: This position is eligible for a bonus, calculated based on individual and company performance. Long term Incentive eligible: This position is eligible for stock or other equity grants pursuant to McDonald’s long-term incentive plan. McDonald’s is an equal opportunity employer committed to the diversity of our workforce. We promote an inclusive work environment that creates feel-good moments for everyone. McDonald’s provides reasonable accommodations to qualified individuals with disabilities as part of the application or hiring process or to perform the essential functions of their job. If you need assistance accessing or reading this job posting or otherwise feel you need an accommodation during the application or hiring process, please contact View email address on click.appcast.io. Reasonable accommodations will be determined on a case‑by‑case basis. 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. #J-18808-Ljbffr McDonald's