As a member of the McDonald’s Global Technology Services ServiceNow Team, this individual will perform and supply Platform Service Delivery for strategic and customer-driven initiatives. We need a collaborative and self-directed individual who, in partnership with other team members, will be responsible for relational management of vendors, McDonald’s internal and global partners and managed services, financials related to projects and licensing, team administration, demand management, leadership status reports, mobile and foundational strategy and have the ability to communicate with customers in a non- technical manner. The successful candidate knows how to balance a strong results-orientation with continuous improvement. This role includes understanding all the products and functions within the ServiceNow platform, creating documentation and presentations and necessitating strong interpersonal and influencing skills through all levels including c-level.

· 4 year University degree in Computer Science, Computer Information Systems, or other technical field

· 4+ years of SaaS / PaaS platform management experience

· 2+ years of experience in ITSM/ITIL Processes (Incident, Problem, Change, Knowledge, Service Requests, Configuration Management)

· 2+ years of working with business stakeholder and/or management

· 2+ years of experience with financial activities such as budgeting and chargebacks.

· 1+ years of experience in end user portals, request management and configuration

· Experience working with and providing day to day direction of a supplier in the development, design, and delivery of an enterprise platform

· Ability to work with all levels within the enterprise

· Ability to work independently

· Strong customer relationship management and supplier relationship skills

· Experience with Internal and external documentation aligned to the appropriate audience

· Experience with large complex corporate environments

· Experience with Agile and Waterfall methodologies

· Excellent written, verbal, and meeting facilitation skills

· ITIL foundation certification required

· Experience in integration of ServiceNow to/from other services/applications such as LDAP, Solution Manager, other applications, etc. a plus

· Lead Service Delivery for multiple global ServiceNow instances with a focus on the entire ServiceNow product portfolio.

· Manage relationships with platform vendors , McDonald’s corporate & global leadership and customers and managed services

· Leadership for the ITSM group, including management of the overall operating model and resource plan to ensure suitable and reliable solutions for enterprise IT groups.

· Facilitate agile development processes to develop and deploy new functionality.

· Manages implementations of new solutions in Service Design, Build and Transition with phase gate reviews presented to all stakeholders during the process

· Develops and communicates technology roadmaps for all existing services and identifies demand for new services

· Assures that managed tools are held in a supported and reliable condition which includes upgrade projects, license compliance and supplier management

· Sponsors, orchestrates and implements new technology pilots in order to evaluate technologies and their applicability in support of Adient business requirements and strategic goals.

· Manage the contracts and financial needs related to projects, licensing, managed services and staff-augmentation

· Ability to express information in a manner appropriate to different levels of understanding and lead negotiations.

· Recent ServiceNow integration project experience.

· Decision maker and escalation point for customers, vendors, projects, operations, financials, training, architecture and deployments of the platform

· Provide leadership, direction, and priority on incoming demand

· Provide written and verbal weekly status reports to Sr. Leadership on key Merics, KPIs and initiatives

· Participate in meetings with the Change advisory board (CAB) to discuss higher risk changes to ensure formal review and approval of change requests.

· Responsible for the Dev/Ops, SDLC, and Operation policies and procedures

· Raise visibility and mitigate risks to delivery, ensuring clear communication with stakeholders

· Advanced problem solving and deal with a variety of options in complex situations

· Ability to recognize and respond to customer expectations with a sense of urgency.