Job Description

McDonald’s, one of the most recognized brands in the world,

is seeking a Network Operations Service Manager who will lead several global

network service partners to deliver operational excellence and continual

service improvement, providing governance, direction and leadership to our

partners’ Service Delivery and Operations Managers. In this role, you will be

responsible for the ITSM processes for all network services provided by Global

Networking, including cloud and on-premise data centre networks, global

MPLS/VPN and LAN & WLAN.  You will

partner with Global Networking Service Managers in the team to ensure both new

and existing services have solid operational processes in place and are

performing as expected.

We are moving fast and are adding to our best-in-class team.

Joining McDonald's means thinking big every single day and preparing for a

career that can have impact around the world. We are customer obsessed,

committed to being leaders in our industry and believe we are better when we

work together. Over the last year, we have launched home delivery, radically

improved the digital experiences of our restaurants, introduced mobile pay and

have so much more to come.

That said, the biggest area of increase in our spending has

been in technology, which is helping to drive our growth. We’re looking at how

to use technology to improve the customer experience and build new customer

experiences. We’re also exploring technologies that can help us reduce or

eliminate repetitive tasks and make employees’ jobs more interesting and

rewarding. With all the new projects and initiatives, it is an exciting time to

be on the team that is helping to make a Better McDonald's!

Responsibilities

Key Responsibilities:

• Operational governance,
  
  driving global network service partners to meet and exceed SLAs and KPIs.
• ITSM process owner for
  
  network services.
• Lead continual service
  
  improvement as appropriate.
• Change Advisory Board lead
  
  for Global Networking.
• Escalation point for
  
  incidents and Global Networking representative for Major Incidents.
• CMDB lead for global
  
  network services, including asset management and approval of monthly
  
  asset-based billing.
• Service lead for
  
  Application Performance Management (APM) and Network Performance
  
  Monitoring (NPM) services, implementing and leading the service across
  
  global network services.
• Network engagement lead
  
  for a division or region of the Business.

Minimum Requirements

Qualifications:

• B.S/B.A degree or
  
  equivalent practical experience.
• ITILv3 Foundation
  
  Certified or above.
• CCNA preferred or
  
  equivalent experience
• At least 5 years’
  
  experience in a Network Operations Management role gained in
  
  multi-cultural, global organizations.
• Experience of leading
  
  large IT Outsourcing/Managed Service Providers, both onshore and offshore.
• Demonstrated experience
  
  successfully executing ITIL principals to deliver operational excellence.
• Previous technical
  
  experience gained in a Network Support/Engineering role.
• Good working knowledge of
  
  Data Center networking: AWS, Azure, VPN, MPLS, Cisco Routing &
  
  Switching, WAN optimization, Load Balancers, Global Traffic Manager, Cisco
  
  on-premise and Meraki LAN & WLAN, high availability campus and WAN
  
  design methodologies.
• Broad knowledge of IT
  
  Hosting and Infrastructure platforms.
• Experience of working and
  
  collaborating in a globally dispersed team.

Desired Skills:

• A motivated, driven
  
  individual able to use their initiative to make an immediate impact in a
  
  fast paced and dynamic environment.
• Ability to think globally
  
  and strategically, to lead change in a complex global organization.
• Effective written and verbal
  
  communication skills, with the ability to convey complex ideas in easy to
  
  understand business terms.
• A customer-focused
  
  approach to liaise with internal customers (both IT and non-IT) through
  
  regular business engagements and service issues.
• Willing to be flexible and
  
  available for out of hours work if required.
• A solid teammate with a
  
  willingness to learn, engage and establish relationships with both
  
  internal colleagues and external partners.