Global Tech Infrastructure & Operations - SMO Service Desk and ServiceNow Platform, Director Careers at McDonald's

Join McDonald's Global Technology team as the SMO Service Desk and ServiceNow Platform Director and lead the digital transformation powering 65 million daily customer experiences. This senior-level role in Chicago, Illinois offers a unique opportunity to shape IT service management for the world's leading omni-channel restaurant brand.

Why Join McDonald's Global Technology Infrastructure & Operations?

McDonald's is accelerating the Arches strategy by doubling down on Delivery, Digital, and Drive-Thru. Our Global Technology Infrastructure & Operations (GTIO) team delivers modern technology that supports 25,000+ restaurants worldwide. As the Service Management Office (SMO) Service Desk and ServiceNow Platform Director, you'll report to the Senior Director and lead transformative initiatives in IT Service Management (ITSM).

This position demands expertise in ServiceNow platform management, corporate service desk operations, and cross-functional collaboration with cybersecurity, infrastructure, and global markets. If you thrive in fast-paced environments where feel-good moments meet cutting-edge technology, this Director-level role is your chance to make a global impact.

Key Responsibilities of the ServiceNow Platform Director at McDonald's

The role encompasses leadership of the Corporate Service Desk, ServiceNow platform optimization, and ITSM process excellence. Core duties include:

• Strategic oversight of ServiceNow implementation and roadmap development
• Leading high-performing teams to exceed service level agreements (SLAs)
• Integrating AI and automation to enhance service desk efficiency
• Managing vendor relationships for outsourced service desk operations
• Driving knowledge management and service catalog improvements

Success requires demonstrated experience handling complex ServiceNow environments and building collaborative stakeholder relationships across a global enterprise.

Required Skills and Qualifications for McDonald's IT Service Management Director

To excel in this position, candidates need:

• 10+ years ITSM experience with 5+ years ServiceNow leadership
• ITIL certification and practical expertise in service management frameworks
• Proven track record managing enterprise service desks at global scale
• Strong technical acumen in ServiceNow modules (ITSM, ITOM, CSM)
• Experience with cybersecurity integration in service operations

McDonald's seeks leaders passionate about leveraging technology to create exceptional customer and employee experiences. Explore our Global Technology Technical Blog to see how our teams enable the Accelerating the Arches strategy.

Competitive Compensation and Career Growth

This senior leadership role offers a competitive salary range reflecting industry standards for ServiceNow Directors in major US markets. Total compensation includes base salary, performance bonuses, equity opportunities, and comprehensive benefits. McDonald's invests in employee growth through leadership development programs, certifications, and global mobility.

The McDonald's Technology Transformation

We're digitizing the Golden Arches using AI, robotics, and cloud technologies. The GTIO team provides foundational services including global networking, end-user computing, and IT service management. Your leadership will ensure our 65M+ daily customers experience fast, easy service across Drive-Thru, McDelivery, dine-in, and takeaway channels.

Service Desk Leadership at Enterprise Scale

Managing McDonald's Corporate Service Desk requires balancing strategic vision with operational excellence. You'll optimize ServiceNow to support diverse global teams while maintaining 99.9% availability. This role demands both hands-on technical expertise and executive-level stakeholder management skills.

Day in the Life of a McDonald's ServiceNow Director

Your day involves strategic planning sessions with GTIO leadership, team stand-ups reviewing service metrics, vendor performance reviews, and innovation workshops exploring AI-driven service improvements. You'll collaborate with cybersecurity to ensure secure service delivery and partner with market leaders to customize solutions for regional needs.

Career Path and Professional Development

This Director position serves as a launchpad for VP-level roles within McDonald's Global Technology. We support certifications in ServiceNow, ITIL, and cloud platforms. Our diverse teams thrive in environments where innovation meets scale, offering unparalleled growth opportunities.

Why Chicago? McDonald's Global Headquarters

Located in Chicago, Illinois, our headquarters offers modern workspaces, collaborative environments, and proximity to global innovation hubs. Hybrid work options provide flexibility while maintaining strong team connections.

Application Process for Service Management Office Director

Ready to power tomorrow's feel-good moments? Submit your resume highlighting ServiceNow leadership experience and ITSM achievements. Selected candidates advance through technical interviews, leadership assessments, and executive panel discussions.

McDonald's Commitment to Diversity and Inclusion

We celebrate diverse perspectives that drive innovation. Our teams represent the global communities we serve, creating inclusive environments where everyone can thrive.

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