Global Technology Service Operations Process Manager
The Service Operations Process Manager is the owner of the ITSM Incident and Problem management processes and is responsible for maintaining and improving the availability of the service to the business. This role oversees the end-to-end effectiveness of the standardized Incident and Problem Management processes across McDonald’s Global Technology.
They have overall responsibility to design, deploy, monitor, and continuously improve the process and supporting artifacts, and act as a senior stakeholder 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.
Employment eligibility to work with McDonald's in the U.S. is required as the company will not pursue visa sponsorship for this position. B.S. Computer Science, Engineering or equivalent is REQUIRED ITIL Certification is REQUIRED Business Acumen coupled with good technology understanding and awareness Strong people management experience and a demonstrated “challenge” mind-set Process design expertise and process excellence focus Experience working in an multi-vendor outsourced environment Familiarity with Agile work/project methodology Excellent communication and presentation skills
5 years demonstrated experience in ITSM process implementation and governance
5 years’ experience as a process owner for either Incident, Problem or Change Management
5+ years’ of professional experience in technology operational areas, including but not limited to: CMDB, Asset and Configuration Management
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
5+ years’ professional experience with financial management, budget management and cost model development
3+ years of experience working with ServiceNow
Strong understanding of ITSM processes and tools
§ Manages & matures the core service operations processes, Incident and Problem Management, to ensure they are fulfilling objectives and goals
§ Defines and maintains clear process standard operating procedures, process documentation and other materials ensuring processes are clear and easy to understand
§ Monitors the efficiency of the Major Incident Management and Problem Management processes and drives their continuous improvement
§ Drives increasingly higher service levels through continuous improvement initiatives and Integration across MCD Technology Areas and Technology Service Providers
§ Monitors the performance of all internal and external service providers across Incident and Problem Management
§ Defines appropriate policies and standards to be employed throughout the Knowledge Management process
§ Regularly reviews the KPIs in place to evaluate the effectiveness of the process, defining and standardizing KPIs and other metrics to manage and drive operational and process improvements
§ Ensures that reports are produced timely and correctly, distributed to the appropriate stakeholders, and utilized for continuous enhancement
§ Integrates the Incident and Problem Management roles and processes into the larger Service Management Office
§ Audits the process, roles, responsibilities, and documentation to ensure compliance to policy and standards
§ Communicates with the relevant Process Owners when there are conflicts between inter-related processes
§ Owns integration of Service Providers processes for Major Incident and Problem Management
§ Socializes and advocates the standardized Incident and Problem Management process amongst MCD and Service Provider stakeholders
