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Service Catalog and Intake Manager

McDonald’s is taking our business beyond the walls of restaurants - revolutionizing how we interface with our customers. We are providing customers with enticing mobile, web, and kiosk solutions on the scale of industry leading retailers like Amazon and eBay. Technology is critical to our digital strategy. The Project Services team within the Global Enterprise Services Organization is looking for a highly skilled Intake and Service Catalogue Manager to help drive value across the intake process and service catalogue. The role will help enable improve the overall customer experience, efficiency and effectiveness of the intake process and help to drive in partnership with the Director of Planning and Alignment the service catalogue strategy. This role reports to the Director, Planning and Alignment.


The Intake and Service Catalogue Manager is a new role within the Enterprise Services Organization. The role is expected to lead and manage the Intake Process and be the Service Catlalog owner. The role will interface with various parts of the GTES organization including; service delivery managers, project managers and the Service Now application teams.


For Intake Management the role is responsible to simplify and streamline the intake process to make it more user friendly to the consumers. Continually enhance and drive efficiency in the intake process. Drive transparency and performance thru a data and metric driven processes to understand the use of the Intake Process, cycle time, workflow, approvals, prioritization and more. The role should have a continuous improvement mindset to drive a better process for the users.


For Service Catalogue the role is expected help drive the long term strategy is partnership with the Director of Planning and alignment. This role will own the Service Catalogue within Global Technology housed on the Service Now platform. This role will drive the governance processes around the service catalogue and manage the lifecycle of services in the catalogue as well as ensuring that new services are added aligned with the strategic objectives of the organization.


The candidate should have a broad knowledge and experience in Information Technology, experience in ITSM, and should be comfortable in a fast-paced geographically diverse environment, and be flexible to adapt to change.


  • 6+ years of general experience in one or more IT functions

  • 5+ years of experience in ITSM

  • Thorough understanding of ITSM and industry best-practices

  • Experience working with the Service Desk with a strong emphasis on ensuring a Service Catalog is strongly and consistently integrated into regular Service Desk Operations

  • Experience in collaborating with other IT Service Management (ITSM) related areas to facilitate end-to-end service workflow and system integration.

  • Experience in collaborating with Service Owners and Service Providers to design and build both IT and Business Services for a Service Catalog, including but not limited to requirements documentation, design of the order form, approvals, service plan (workflow), email notifications, and integrations.

  • Demonstrated business acumen and a basic understanding of the P&L and balance sheet are required. Experience in identifying key opportunities that drive financial performance.

  • Demonstrated ability to work in a matrix environment

  • Demonstrated skill in Continuous Improvement.

  • Significant experience working with all levels of the organization and possess platform skills, presence, and confidence.

Education


Bachelor degree in liberal arts, technology, business administration, finance, engineering, or related fields. Advanced degree a plus


Licenses/Certifications


· ITIL v3 certification

· People Management – People lead the intake coordinator and staff aug resources supporting the intake process.


· Intake Process Oversight and Management - Leads a regular (bi-weekly) Demand review session to evaluate current Demand; facilitates decision-making from business to address organizational needs; shapes organizational demand by balancing priorities with existing resources & capabilities


· Intake Performance & MetricsMonitor and manage overall intake performance including cycle time, volume, aging, trends etc to drive visibility and transparency within the process to all users and utilize data to drive improvements and enhancements.


· Intake Enhancement and Continuous ImprovementManages enhancements & continuous improvement efforts around intake to drive usage, simplify processes, and streamline workflow and prioritization.


· Intake Training and Support – Ensure the appropriate training is conducted for the users of the intake form and process


· Intake Project Management Assignments – Partner with the Project Services Delivery Manager to ensure a project manager is assigned as appropriate to an intake request to help enable to implementation and required support.


· Service Catalogue Roadmap SupportSupport the Director in various projects and efforts to enable the service catalogue strategy and roadmap


· Service Catalogue Governance Actively manage the governance processes to ensure the service catalogue is up to date, maintained, enhanced and new services are added in a timely manner aligned with strategies and objectives of the organization


· Service Catalogue ExpansionSupport the expansion and use of services catalogue outside of GTES. Ensuring new service areas are on-boarded effectively into the tools and processes.


· Service Catalogue Performance & Metrics - Measure and monitor the overall usuage and performance of the intake and service catalogue processes. Work closely with the wider Service Management function to effectively design and build reports, processes, and deliverables


· SMO Partnership Work closely with the Service Management Office around Service Catalogue to ensure that their needs and long terms strategies align with the Service Catalogue structure and data elements


· Special Projects and Adhoc Request - aligned with Intake, Service Catalogue and Service Now


Key Competencies



  • Advanced knowledge in ITSM functions and experience of delivery of IT Services

  • Strong knowledge of the Service Now ITSM Platform and how Service Catalog and Intake Processes work in the tool

  • Understanding of how service catalogue links to CMDB and APM to drive end to end…….

  • Strong knowledge of Technology Intake Processes

  • Understand and ability to Use and maintain the Demand tool in ServiceNow as the primary demand management system tool.

  • Expertise in a metrics-driven environment where progress is demonstrated through improving metric

  • Strong Project Management skills and understand of project fundamentals, tools and processes

  • Ability to work in a matrix environment to influence outcomes and enable decision making

  • Strong operational and financial acumen (driving best value through projects).

  • Ability to deal with ambiguity and a fast paced, changing environment and think out of the box to solve problems

  • Knowledge of transactional Process Improvement, Variation Reduction & Six Sigma. Black Belt certification is desirable but not required.

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Technology we use

  • Engineering
  • Product
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    • JavaLanguages
    • JavascriptLanguages
    • SqlLanguages
    • SwiftLanguages
    • CustomLanguages
    • jQuery UILibraries
    • ReactLibraries
    • CustomLibraries
    • AngularJSFrameworks
    • ASP.NETFrameworks
    • ExpressFrameworks
    • HadoopFrameworks
    • Node.jsFrameworks
    • SparkFrameworks
    • SpringFrameworks
    • TensorFlowFrameworks
    • CustomFrameworks
    • CassandraDatabases
    • HBaseDatabases
    • Microsoft SQL ServerDatabases
    • OracleDatabases
    • RedisDatabases
    • SQLiteDatabases
    • TeradataDatabases
    • CustomDatabases
    • CustomAnalytics
    • CustomDesign
    • Custom Management

Location

In the heart of the West Loop, a vibrant and rapidly growing tech neighborhood. Our new HQ is accessible by all forms of transportation.

An Insider's view of McDonald's Technology

What’s the vibe like in the office?

The entrepreneurial spirit at McDonald’s is noticeable at all levels. People inspire; people are nimble; people are team-driven; people are focused on evolving and improving. When you walk around the space, you can feel the energy that comes from collaboration and problem-solving. I am motivated to push myself every day.

Jen

Product Manager, Global Mobile App

What kinds of technical challenges do you and your team face?

We are providing insights and real time event data for decision making and marketing activation at a scale very few other companies can compare to. We are moving from a 1 to many CRM strategy to a 1 to 1 contextual and personalized experience for our customers and are watching our data drive the direction of feature development within McDonald’s.

Eric

Sr. Manager, Digital Analytics

What does career growth look like on your team?

Working at a company of this Global scale has stretched my skills like never before. The sheer number and variety of customers using the product I work on every day is both challenging and exhilarating; developing my skillset in a way that would be hard to match elsewhere

Jade

Sr. Product Manager, Kiosk

What's the biggest problem your team is solving?

McDonald’s has a few consistent challenges that we’re always solving for - scale and flexibility are critical. Every piece of technology that we build has to be scalable to 30,000+ restaurants! The second challenge is flexibility –we need to provide a consistent and reliable experience, and every restaurant is unique!

Whitney

Product Capabilities and Innovation

What are McDonald's Technology Perks + Benefits

Culture
Volunteer in local community
Open office floor plan
Health Insurance & Wellness Benefits
Disability Insurance
McDonald's provides both short and long term disability benefits at no cost to you.
Dental Benefits
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 Benefits
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 Benefits
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.
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!
Retirement & Stock Options Benefits
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.
Performance Bonus
Match charitable contributions
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
Child Care 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.
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.
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.
Sabbatical
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.
Perks & Discounts
Casual Dress
Commuter Benefits
Happy Hours
Happy hours are hosted on Thursdays in the summer, and twice a month on Thursdays during the remainder of the year.
Parking
McDonald's offers employees paid on-site garage parking.
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
Diversity Program
Continuing Education stipend
Paid industry certifications
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