Sr. Technical Product Manager, Service Desk
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 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 McDonald's 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:
This opportunity is part of the Global Technology Infrastructure & Operations team (GTIO), where our mission is to deliver modern and relevant technology that supports the way McDonald's works. We provide best-in-class foundational technology products and services including Global Networking, Cloud, End User Computing, and IT Service Management. It's our goal to always provide an engaging, relevant, and simple experience for our customers.
Reporting to the GTIO Director, the Sr. Technical Product Manager, Service Desk will contribute to the strategic and tactical needs of the Global Technology organization while executing the business needs of effective IT processes and technical solutions.
This is an exciting opportunity for an experienced technology leader to help shape the transformation of infrastructure and operations products and services to the entire McDonald's environment.
Accountabilities & Responsibilities:
- Promotes a digital enterprise product/services mentality and works with the IT service management and infrastructure teams to redefine existing solutions with a more integrated, innovative, and automated perspective
- Supplies compelling strategies for the Global Service Desk products/services and helps them through implementation and value creation
- Supports leaders within IT and across the business to identify, assess, and prioritize important opportunities and to develop people, processes, and technologies to provide an omnichannel customer experience, supporting end-user channels, Remote Support services for GTIO / Business partners
- Proactively manage vendor/supplier relationships to ensure McDonald's is getting the highest value (service/product, cost, innovation, and service) from those relationships
- Helping in the consolidation of Global Service Desk resources to expand the Level 1 and Level 2 support offerings
- Maintain alignment with Global Service Desk on process and tool documentation, management, controls, and improvement/corrective projects
- Support new and existing progress reports and performance metrics to measure IT effectiveness and productivity
- Employ continuous improvement measures and deploy automation wherever and whenever appropriate.
Qualifications:
- Strong analytical skills to critically evaluate information gathered from various sources
- Ability to manage collaborator expectations and resolve conflict
- Ability to validate data obtained via other techniques and expose new areas for elicitation
- Good relationship management skills and the ability to build and grow connections with people of all types and backgrounds from all over the world
- Good verbal and written communication skills including the ability to influence multiple parties towards common goals
- Highly collaborative along with independent critical thinking and creative problem-solving skills
- Highly organized and detail-oriented, with the ability to keep many engagements active at once
- No issues with ambiguity and ability to navigate uncertainty
- Naturally elevates others and creates a culture of belonging through engaging high-performing teams
Experience:
- 10+ years of technology capability deployment experience across one or more IT practices that may include infrastructure, service management, technology operations, cloud, networking, engineering, data management, security, end user computing, or business relationship management
- Experience in overall Infrastructure and Operations including (Network, Cloud, End User Compute, Service Management, Engineering)
- Familiar with ITSM standard processes and associated tools, ServiceNow preferred
- ITIL certification a plus, practical experience is necessary
- Global 24x7x365 Service Desk experience in a large enterprise level environment
- Solid experience in process improvement, with an emphasis on analytics and process management (prior experience with Lean, and Six Sigma tools preferred)
- Bachelor's degree Computer Science/Engineering/Technology or equivalent experience
Additional Information:
McDonald's is committed to providing qualified individuals with disabilities 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]
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Nothing in this job posting or description should be construed as an offer or guarantee of employment.