Supervisor, Service Management

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
Global Technology Infrastructure and Operations (GTIO) aim to deliver modern and relevant technology to support McDonald's global operations. We provide essential technology services such as Global Networking, Cloud, End User Computing, and IT Service Management, all designed to create a seamless and engaging user experience.
This role falls under the IT Service Management Office (SMO). The Manager of ITSM Problem Management will play a crucial role in enhancing digital operations by focusing 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.
Key Responsibilities

• Root Cause Analysis (RCA): Investigate major incidents to identify underlying issues.
• Reason for Outage (RFO): Conduct interviews and produce the final RFO document.
• Problem Ticket, Action Item Management: Track, report, and drive the resolution of problem tickets and action items stemming from the RFO/RCA.
• Problem Coordination: Coordinate cross-functional teams to diagnose and find the root cause.
• Process Management: Develop, manage, and ensure adherence to ITIL best practices.
• Stakeholder Communication: Facilitate communication and provide updates on problem status, resolutions, and impact.
• Reporting and Analytics: Analyze data to identify areas for improvement, reduce incident volumes, and enable faster resolution.
• Change Management Integration: Collaborate with the change management team to ensure permanent solutions through standard procedures.
• Proactive Problem Management: Identify and resolve potential problems before they cause incidents.
• Technical Acumen: Research and analyze technical documents to create process flow diagrams.

Required Skills and Experience

• Bachelor's degree in Computer Science or a related field.
• At least 2+ years of experience in Service Management.
• Experience in ITIL-based Service Management, particularly in Problem and Incident Management.
• ITIL Certification is preferred.
• Understanding of problem-solving frameworks and RCA techniques.
• Excellent analytical, coordination, and communication skills.
• Knowledge of cloud platforms (Azure, AWS, GCP) and cloud native services.
• Knowledge of ecommerce and POS technologies specific to QSR.
• Experience with ServiceNow, Confluence, JIRA, GitHub, New Relic and Lucid tools.

Compensation
Bonus Eligible: Yes
Benefits Eligible: Yes
Salary Range
The expected salary range for this role is $87,050 - $108,810 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 [email protected]. 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.