Sr. Manager, AI & Innovation (ServiceNow)

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 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

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.

Duties

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.

Qualifications

Preferred Qualifications

• 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.
• Passion for McDonald's values: Serve, Inclusion, Integrity, Community, and Family .

Technical & Professional Skills

• 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.

Salary Range

Minimum Base Pay $152,678.00
Max Base Pay $190,847.00

Additional Information:

Benefits eligible: This position offers health and welfare benefits, including but not limited to comprehensive health insurance, which includes medical, prescription drug, mental health, dental and vision coverage, as well as, life insurance.

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 aiapply.co. 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.