The ideal candidate is responsible for establishing and maintaining the framework for disaster recovery and driving the evolution and growth of the DR/BC program in addition to maintaining and improving ITSM operational governance metric dashboards.

As a critical part of the Service Management Office, this role is responsible for Disaster Recovery and Business Continuity duties as it relates to defining application service tiers and services levels. The DR/BC manager will build and maintain a structure for DR/BC capabilities, standard operating procedures and service definitions and will lead efforts to establish and mature a strong Disaster Recovery and Business Continuity capability.

Additionally this role determines the standard for ITSM service measurement and governance by establishing, maintaining and improving reporting dashboards. The DR/BC Manager has overall responsibility to design, deploy, monitor, and continuously improve

the reporting and governance capabilities of the Service Management Office and acts as an

escalation point for service governance issues. This role will work in partnership with the service managers and internal/external service providers, reporting to the Service Management Office Director.

• B.S. Computer Science, Data Analytics or equivalent is REQUIRED
• ITIL Certification is REQUIRED
• 3-5 years’ experience in a disaster recovery / business continuity role
• 3-5 years demonstrated experience in ITSM process governance
• 5+ years’ of professional experience in technology operational areas
• 5+ years’ of professional experience with global IT vendor landscape, services offered, and pricing and negotiations
• 5+ years’ of professional experience in effectively managing multiple stakeholder relationships with customers and service providers
• Experience implementing resilience program in a large technology enterprise
• Excellent problem solving, negotiation and facilitation skills
• Strong understanding of ITSM processes and tools
• Business Acumen coupled with good technology understanding and awareness
• Strong people management experience and a proven “challenge” mind-set
• Process design expertise and process excellence focus
• Experience working in an multi-vendor outsourced environment
• Excellent communication and presentation skills
• Familiarity with Agile work/project methodology

• Defines, runs and matures business continuity critical service levels including such things and RPO, RTO, maximum tolerable down times, cost models and other critical definitions
• Leads business partner alignment meetings and workshops to ensure consistent understanding of tier levels
• Collaborates with business partners to accurately classify McDonald’s services and applications into each criticality tier level
• Conduct business impact assessments and facilitate continuity planning
• Defines and maintains clear Standard Operating Procedures, and process documentation to ensure accuracy and understanding in crisis situations
• Assesses current DR strategies, impacts and risks including business, security, legal and IT perspectives
• Ensures each business service and/or application has a DR/BC plan based on defined business criticality tier
• Partners with Vendor Management office ensuring all service provider underpinning service agreements are in alignment with DR/BC definitions
• Participates in DR tool requirement definitions and solution selection
• Develops and maintains Disaster Recover / Business Continuity maturity roadmap
• Defines, standardizes and governs the execution of Disaster Recovery and Business Continuity processes from end to end
• Metrics / Governance
• Defines and continually improve service management critical metrics for IT services
• Works in conjunction with Vendor Management Office to establish service provider SLAs
• Evaluate the efficiency of ITSM processes as it relates to KPIs, Metrics and SLAs to drive continual improvement
• Owns the continued development and improvements of metric reporting for the Service Management Office
• Monitors the performance of all internal and external service providers across all service management processes
• Leads regular service provider governance review meetings, highlighting SLA performance gaps and opportunities for improvement across all ITSM processes
• Drives increasingly higher service levels through continuous improvement initiatives and Integration across MCD Technology Areas and Technology Service Providers
• Ensures that reports are produced timely and appropriately, distributed to the appropriate stakeholders, and utilized for continuous improvement