McDonald's Global Technology
McDonald's feeds and fosters communities in more than 100 countries worldwide.
Chicago, IL

Manager, Business Service Engagement and Deployment

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Job Description
Company Description:
McDonald's new 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.
Leading this tech revolution is McDonald's Global Technology organization made up of intrapreneurs who get to build really cool tech with scary smart people using the latest innovations like AI, IOT, and edge computing. We do this working along diverse, global teams who are always hungry for a challenge. It's bonus points when you get to see your family and friends use the tech you build at their favorite McD restaurant.
As we have matured as an engineering organization and seen the demands for technology grow exponentially, we're gearing up to deliver on the next set of opportunities for the business. We are building up an engineering team in house accountable for our strategic products. We'll have diverse squads made up of engineers with traditional and specialized skillsets, both from internal engineers coupled with our partners, to help us flex with demand and solve technology innovation challenges done at an incredible scale.
Check out the Global Technology Technical Blog to learn how technology is directly enabling the Accelerating the Arches strategy.
Job Description:
A Business Services Engagement & Deployment Manager is part of the Market Cybersecurity Enablement team within Global Technology Risk Management (GTRM). This role fulfills the critical purpose of engaging with market technology teams, segment deployment teams, partners and GTRM service managers to plan, schedule and deploy GTRM Services to their respective assigned geography. This provides "local" representation to customers and stakeholders in these regions and a single point of contact to address regional deployment and any specific issues or concerns related to GTRM Services.
Business and Stakeholder Partnership:

  • Develop relationships with key stakeholders and act as a single point of contact for the GTRM Services Portfolio in the respective geographical location
  • Assist Service Managers in the development of strategies and solutions that meet the requirements of markets and take into consideration the needs of their customers and stakeholders
  • Assist Service Managers to ensure new services are clearly articulated to the segments/markets and participate in change enablement processes surrounding such solutions in order to facilitate successful prioritization and adoption of GTRM Services
  • Manage and oversee the operational aspects of GTRM Services provided to the markets and ensure SLAs, KPIs and other related service measurements are being met

Product/Services Strategic Alignment:

  • Engage with markets to gain services deployment commitment, plan the adoption (in alignment with market roadmaps) and deployment of key security bundles aligned with McDonald's core standards
  • Ensure proper process is followed to enable effective operational transition of a service in the markets
  • Manage the internal relationships with stakeholders, global teams, business leads, regional/market leads
  • Assist Business & Stakeholder Partnership Manager's to develop market specific transition plans to transition the market from current state to target maturity levels

Product/Services Implementation:

  • Working with GTRM Service Managers, McDonald's markets, and Technology Segment Alignment and Segment Deployment teams determine service capabilities needed
  • Establish communications channels for ongoing relationship management and support including communications with regional or market suppliers
  • Ensure that suppliers are aware of the internal Standards and Policies of McDonald's
  • Work closely with GTRM Architecture team to provide feedback and assistance when required for Market Restaurant and Corporate Offices architecture.

Operations of the Product/Service:

  • Ensure all components for a product are working according to the specified SLA
  • Ensure that GTRM Service Managers receive service-related feedback from markets
  • Manage communications between markets, partners, Segment Alignment and Deployment teams to support deployment and escalations related to GTRM services.
  • Monitor that segment/market-specific enhancement requirements are known to the GTRM Service Managers and that the development/reject of specific enhancements is transparent to the requesting segments/markets

Adoption Management:

  • Possess a clear understanding of market environments and challenges and represent those to GTRM Platform leaders and Service Managers
  • Assist in deployment commitment, planning and scheduling for the respective markets
  • Educate customers and key stakeholders of Product/Service functions, features and implementation requirements
  • Manage escalations from markets for deployments and services

Stakeholder Relationship Management:

  • Ensure an ongoing stakeholder engagement for initial implementation, subsequent enhancements, and ongoing SLAs through appropriate periodic communications
  • Assist in aligning market/segment functions with global strategies, actively participate in global forums/teams and act as a point of contact to the markets for Product/Service escalation support in the GTRM Portfolio

Minimum Requirements

  • Managing resources and services through an IT Outsources (ITO) / Managed Service Provider (MSP)
  • Must be familiar with NIST CFS & ITIL Foundation Standards
  • Experience with automation and orchestration tools and concepts repeatable deployments
  • Experience working with a geographically dispersed team
  • Understanding of McDonald's Restaurant and Corporate Office basic architecture and standards.

Desired Skills

  • Excellent communication skills, both written and verbal with excellent attention to detail
  • Rich experience with private and public cloud solutions and industry trends
  • Strong rapport and relationship building skills with both internal departments and external suppliers
  • Strong background on successful execution of ITIL disciplines to improve operational excellence. (Incident, Problem, Change, Capacity, Release Management)
  • Strong organization, time management and prioritization skills
  • Able to take a creative approach to situations and problem solving
  • Understanding of IT industry working practices / methodologies

Must be fully vaccinated (i.e., at least 2 weeks after last dose) for COVID-19 and, if hired, present proof of vaccination by start date.
Additional Information:
McDonald's is committed to providing qualified individuals with 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.

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What are McDonald's Global Technology Perks + Benefits

McDonald's Global Technology Benefits Overview

McDonald's benefits and compensation program is designed to attract, retain, and engage talented people who will deliver strong performance, and help McDonald's achieve our business goals and objectives.

Our team members enjoy:
- Vacation days, personal time and holidays
- Medical, dental and vision coverage, plus other insurance options
- Annual and long-term incentive programs
- Summer hours
- Sabbatical program
- 401K program with company match

Volunteer in local community
Partners with nonprofits
OKR operational model
Open office floor plan
Flexible work schedule
McDonald's provides employees with a flexible work schedule that includes Summer hours, Core hours, Compressed week, Flexible start and end times.
Remote work program
Documented equal pay policy
Dedicated diversity and inclusion staff
Diversity manifesto
Diversity employee resource groups
We believe in a seismic and bold value proposition where every individual feels their culture, identity, and experiences are valued and respected in our 10 Employee Business Networks.
Hiring practices that promote diversity
Health Insurance & Wellness Benefits
Disability insurance
McDonald's provides both short and long term disability benefits at no cost to you.
Dental insurance
McDonald’s Dental Plans allows you to see the dentist of your choice and provides coverage for preventive, basic, major and orthodontic care at 100%.
Vision insurance
McDonald's Vision Plan provides eye exam coverage and benefits that reduce your costs for prescription eyewear, contact lenses and laser vision correction.
Health insurance
McDonald’s offers medical plan options to help pay for the cost of health care when you need it. During enrollment, you can sign up for the insurance and pick which plan is best for you.
Life insurance
McDonald’s automatically gives you basic life, dependent life, accidental death and dismemberment (AD&D) and Business Travel Accident Insurance (BTA) at no cost to you.
Pet insurance
Financial & Retirement
401(K) matching
Once you’re eligible for the company match, McDonald’s will match your contributions with $1 for each $1 you contribute up to a maximum of 6% of your annual pay, up to IRS limits.
Company equity
Performance bonus
Charitable contribution matching
McDonald’s Matching Gifts Program encourages employee support of not-for-profit organizations. Under this program, McDonald’s gives $1 for every $1 you contribute, up to $5,000 a year.
Child Care & Parental Leave Benefits
Childcare benefits
McDonald’s has agreements for employee child care discounts to help you with the cost of child care while you work.
Generous parental leave
McDonald’s provides four types of Parental Leave, and you may be eligible for one or more of the types of leave listed: Paid Parental Leave, Maternity Leave, Adoption Leave, Unpaid Parental Leave.
Family medical leave
The Family and Medical Leave Act (FMLA) and certain state laws allow you to take unpaid leave to care for yourself and your qualified family members, as long as you are eligible.
Adoption Assistance
McDonald’s Adoption Assistance Program helps with the costs of adopting a child. The child must be under age 18 and not related to you by blood or marriage.
Vacation & Time Off Benefits
Generous PTO
McDonald's employees receive between 15 and 25 days per year of paid time off based on years of service.
Eligible employees get 40 days of paid sabbatical after their first 10 years of working at McDonald's
Paid holidays
Paid sick days
McDonald's employees receive 100 hours per year of paid sick leave.
Office Perks
Commuter benefits
Company-sponsored happy hours
Happy hours are hosted on Thursdays in the summer, and twice a month on Thursdays during the remainder of the year.
Onsite office parking
McDonald's offers employees paid on-site garage parking.
Onsite gym
We have an 8000 square foot gym on our 9th floor with best-in-class equipment, classes, personal training, and magnificent views of the city!
Professional Development Benefits
Job training & conferences
Tuition reimbursement
Promote from within
Continuing education stipend
Paid industry certifications

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