Job Description

Job Description:

Company Description: 

McDonald’s growth strategy, Accelerating the Arches, encompasses all aspects of our business as the leading global omni-channel restaurant brand. As the consumer landscape shifts we are using our competitive advantages to further strengthen our brand. One of our core growth strategies is to Double Down on the 3Ds (Delivery, Digital and Drive Thru). McDonald’s will accelerate technology innovation so 65M+ customers a day will experience a fast, easy experience, whether at one of our 25,000 and growing Drive thrus, through McDelivery, dine-in or takeaway.  

McDonald’s Global Technology is here to power tomorrow’s feel-good moments.  

That’s why you’ll find us at the forefront of transformative technology, exploring new and innovative ways to serve our millions of customers and spread happiness one delicious Hot Fudge Sundae-dipped fry at a time. Using AI, robotics and emerging tech, we’re digitizing the Golden Arches. Combine that with our unparalleled global scale, and we’re reshaping all areas of the business, industry and every community that is home to a McDonald’s restaurant. We face complex tech challenges every day. But that’s where our diverse and talented teams come in. They’re made up of the best and brightest from all over the globe, and they thrive in the space where feel-good meets fast-paced.  

Check out the McDonald’s Global Technology Technical Blog to learn how technology and our global team are directly enabling the Accelerating the Arches strategy.  

Department Overview

The Senior Manager, ITSM Problem Management, will play a crucial role in enhancing digital operations, with a particular focus on continuous improvement and proactive problem management. This position requires a data-driven approach to identify patterns in recurring issues and promote ongoing development within our technology framework.

 

Duties

  1. Proactive Problem Identification and Analysis: Lead efforts to identify, analyze, and resolve IT service management problems, ensuring minimal impact on business operations.
  2. Root Cause Analysis: Conduct detailed root cause analysis to determine the underlying issues and implement corrective actions to prevent recurrence.
  3. Incident Management Partner: Collaborate with incident management teams to ensure timely resolution of incidents and minimize downtime as well as identifying incident patterns or trends.
  4. Continuous Improvement: Drive continuous improvement initiatives to enhance IT service delivery and operational efficiency.
  5. Stakeholder Communication: Maintain clear and effective communication with stakeholders, providing regular updates on problem status and resolution efforts.
  6. Compliance and Standards: Ensure adherence to industry standards, regulatory requirements, and interpersonal policies in problem management processes.
  7. Documentation and Reporting: Ensure comprehensive documentation of problem management activities and generate reports for senior management review.
  8. Team Leadership: Provide leadership and guidance to the problem management team, fostering a collaborative and high-performance work environment.
  9. Training and Development: Develop and deliver training programs to enhance the skills and knowledge of the problem management team.

Qualifications

  • Bachelor's degree in Computer Science or related field.
  • At least 6+ years of experience in Service Management.
  • ITIL certification is preferred.

Preferred Skills:

  • Familiarity with ITSM platforms like ServiceNow.
  • Cloud certifications.
  • Experience in high-velocity e-commerce environments

Compensation

Bonus Eligible: Yes

Long - Term Incentive: Yes

Benefits Eligible: Yes

Salary Range

Salary Ranges-$149,260 - $190,310.00 

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 mcdhrbenefits@us.mcd.com. 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. 

Application Instructions

Please click on the link below to apply for this position. A new window will open and direct you to apply at our corporate careers page. We look forward to hearing from you!

Apply Online