Network Operations SDM at McDonald's Technology

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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!


  • 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.

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.

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