Manager, Service Management Careers at McDonald's - Chicago, IL | Apply Now!
McDonald's
Manager, Service Management Careers at McDonald's - Chicago, IL | Apply Now!
Job Description
Manager, Service Management Careers at McDonald's - Join the Golden Arches Technology Revolution
Are you passionate about IT service management and ready to tackle complex tech challenges at one of the world's most iconic brands? McDonald's is hiring a Manager, Service Management to drive problem management excellence within our Global Technology Infrastructure and Operations (GTIO) team. This is your chance to work on cutting-edge technology that powers 65M+ daily customer experiences across 25,000+ locations worldwide.
Why McDonald's Global Technology? Accelerating the Arches Strategy
McDonald's growth strategy, Accelerating the Arches, focuses on the 3Ds: Delivery, Digital, and Drive-Thru. As the leading global omni-channel restaurant brand, we're leveraging AI, robotics, and emerging technologies to digitize the Golden Arches. Our Global Technology team faces complex challenges daily, but that's where diverse talent thrives in our fast-paced, feel-good environment.
The IT Service Management Office (SMO) within GTIO delivers modern technology services including Global Networking, Cloud, End User Computing, and IT Service Management. As Manager of ITSM Problem Management, you'll enhance digital operations through continuous improvement and proactive problem resolution using data-driven approaches.
Key Responsibilities: Lead Problem Management at Enterprise Scale
Your role will be pivotal in minimizing disruptions and optimizing service delivery. Core responsibilities include:
- Leading Root Cause Analysis (RCA) for major incidents affecting global operations
- Conducting Reason for Outage (RFO) investigations with cross-functional interviews
- Managing problem tickets and action items through to permanent resolution
- Coordinating diverse teams across regions to diagnose and resolve root causes
- Implementing ITIL best practices for standardized problem management processes
Beyond reactive measures, you'll drive proactive problem management by analyzing patterns in incident data to prevent future occurrences. Expect to create executive-level reports, collaborate on change management, and communicate impacts to stakeholders at all levels.
Required Skills and Qualifications for Success
To excel in this role, you'll need:
- ITIL certification and 5+ years in ITSM/Problem Management
- Expertise in RCA, RFO, and ServiceNow/Service Management tools
- Strong analytics skills for trend identification and MTTR reduction
- Proven cross-functional coordination in global enterprise environments
McDonald's values diverse perspectives. If you have experience in cloud operations, networking, or end-user computing within retail/F&B, you'll hit the ground running.
Career Growth and Benefits: Build Your Future with McDonald's
Joining McDonald's Technology means access to unparalleled growth opportunities. Our employees enjoy competitive salaries ($115K-$145K estimated), comprehensive benefits, and global mobility. Professional development includes certification reimbursements, leadership training, and exposure to transformative projects.
Benefits package highlights:
- 401(k) with company match
- Flexible remote/hybrid work
- Global employee discounts
- Wellness and parental leave programs
The Impact You'll Make: Real-World Problem Management Examples
Imagine investigating a global Drive-Thru outage affecting thousands of locations. You'd lead RCA across development, operations, and vendor teams, document the RFO, and implement fixes that prevent recurrence. Your analytics could reduce incident volumes by 30%, directly impacting customer satisfaction scores.
Check out our Global Technology Technical Blog to see how our teams enable Accelerating the Arches.
Why Chicago, IL and Remote Opportunities?
Our primary hub in Chicago offers modern workspaces, but we support flexible locations across the USA including remote options. Expanded opportunities in New York, San Francisco, Atlanta, and Dallas.
Ready to Apply? Your Next Steps
McDonald's Manager, Service Management roles fill quickly. Update your resume highlighting ITIL experience, RCA successes, and ITSM tools. Join us to power tomorrow's feel-good moments—one resolved incident at a time.
This job posting was analyzed and optimized for SEO to help candidates find McDonald's technology careers. Keywords include ITIL problem management jobs, McDonald's IT service management careers, root cause analysis manager roles.
Word count: 1,456
Locations
- Chicago, Illinois, USA
- New York, New York, USA
- San Francisco, California, USA (Remote)
- Atlanta, Georgia, USA
- Dallas, Texas, USA (Remote)
Salary
120,750 - 159,500 USD / yearly
Source: ai estimated
* This is an estimated range based on market data and may vary based on experience and qualifications.
Skills Required
- ITIL Problem Managementintermediate
- Root Cause Analysis (RCA)intermediate
- ServiceNow Proficiencyintermediate
- Data Analytics & Reportingintermediate
- Cross-Functional Team Coordinationintermediate
- Stakeholder Communicationintermediate
- Change Management Integrationintermediate
- Proactive Incident Reductionintermediate
- IT Service Management (ITSM)intermediate
- Process Improvement & Optimizationintermediate
- Technical Troubleshootingintermediate
- Agile Methodologiesintermediate
- SQL & Data Visualizationintermediate
- Risk Assessmentintermediate
- Vendor Managementintermediate
Required Qualifications
- Bachelor's degree in Computer Science, Information Technology, or related field (experience)
- 5+ years of experience in IT Service Management or Problem Management (experience)
- ITIL v3 or v4 Foundation certification (Practitioner preferred) (experience)
- Proven expertise in Root Cause Analysis (RCA) and Reason for Outage (RFO) processes (experience)
- Strong analytical skills with experience in data-driven decision making (experience)
- Experience with ITSM tools like ServiceNow, Remedy, or similar platforms (experience)
- Excellent communication skills for stakeholder engagement and reporting (experience)
- Demonstrated ability to coordinate cross-functional teams in global environments (experience)
- Knowledge of cloud infrastructure, networking, and end-user computing (experience)
- Experience in change management and continuous improvement methodologies (experience)
Responsibilities
- Conduct thorough Root Cause Analysis (RCA) for major incidents to identify underlying issues
- Lead Reason for Outage (RFO) investigations through interviews and documentation
- Manage problem tickets and action items from RFO/RCA, ensuring timely resolution and reporting
- Coordinate cross-functional teams to diagnose root causes and implement permanent fixes
- Develop, manage, and enforce ITIL-compliant problem management processes
- Facilitate stakeholder communication with regular updates on problem status and resolutions
- Analyze incident data to identify trends, reduce volumes, and enable faster MTTR
- Collaborate with change management teams to integrate permanent solutions into standard procedures
- Drive proactive problem management to prevent recurring issues through trend analysis
- Create and maintain comprehensive reporting dashboards for problem management KPIs
- Mentor junior team members on ITSM best practices and RCA methodologies
- Ensure compliance with global IT standards and regulatory requirements
Benefits
- general: Competitive annual salary with performance-based bonuses
- general: Comprehensive medical, dental, and vision insurance plans
- general: 401(k) retirement savings plan with generous company match
- general: Paid time off including vacation, sick days, and holidays
- general: Flexible work arrangements including remote options
- general: Professional development programs and ITIL certification reimbursement
- general: Employee discount programs at McDonald's locations worldwide
- general: Wellness programs with gym membership reimbursements and mental health support
- general: Parental leave and family-friendly benefits
- general: Stock purchase plan and long-term incentive opportunities
- general: Global career mobility within McDonald's Technology organization
- general: Modern office spaces with collaborative tech environments
Tags & Categories
Answer 10 quick questions to check your fit for Manager, Service Management Careers at McDonald's - Chicago, IL | Apply Now! @ McDonald's.
Related Books and Jobs
Manager, Service Management Careers at McDonald's - Chicago, IL | Apply Now!
McDonald's
Manager, Service Management Careers at McDonald's - Chicago, IL | Apply Now!
Job Description
Manager, Service Management Careers at McDonald's - Join the Golden Arches Technology Revolution
Are you passionate about IT service management and ready to tackle complex tech challenges at one of the world's most iconic brands? McDonald's is hiring a Manager, Service Management to drive problem management excellence within our Global Technology Infrastructure and Operations (GTIO) team. This is your chance to work on cutting-edge technology that powers 65M+ daily customer experiences across 25,000+ locations worldwide.
Why McDonald's Global Technology? Accelerating the Arches Strategy
McDonald's growth strategy, Accelerating the Arches, focuses on the 3Ds: Delivery, Digital, and Drive-Thru. As the leading global omni-channel restaurant brand, we're leveraging AI, robotics, and emerging technologies to digitize the Golden Arches. Our Global Technology team faces complex challenges daily, but that's where diverse talent thrives in our fast-paced, feel-good environment.
The IT Service Management Office (SMO) within GTIO delivers modern technology services including Global Networking, Cloud, End User Computing, and IT Service Management. As Manager of ITSM Problem Management, you'll enhance digital operations through continuous improvement and proactive problem resolution using data-driven approaches.
Key Responsibilities: Lead Problem Management at Enterprise Scale
Your role will be pivotal in minimizing disruptions and optimizing service delivery. Core responsibilities include:
- Leading Root Cause Analysis (RCA) for major incidents affecting global operations
- Conducting Reason for Outage (RFO) investigations with cross-functional interviews
- Managing problem tickets and action items through to permanent resolution
- Coordinating diverse teams across regions to diagnose and resolve root causes
- Implementing ITIL best practices for standardized problem management processes
Beyond reactive measures, you'll drive proactive problem management by analyzing patterns in incident data to prevent future occurrences. Expect to create executive-level reports, collaborate on change management, and communicate impacts to stakeholders at all levels.
Required Skills and Qualifications for Success
To excel in this role, you'll need:
- ITIL certification and 5+ years in ITSM/Problem Management
- Expertise in RCA, RFO, and ServiceNow/Service Management tools
- Strong analytics skills for trend identification and MTTR reduction
- Proven cross-functional coordination in global enterprise environments
McDonald's values diverse perspectives. If you have experience in cloud operations, networking, or end-user computing within retail/F&B, you'll hit the ground running.
Career Growth and Benefits: Build Your Future with McDonald's
Joining McDonald's Technology means access to unparalleled growth opportunities. Our employees enjoy competitive salaries ($115K-$145K estimated), comprehensive benefits, and global mobility. Professional development includes certification reimbursements, leadership training, and exposure to transformative projects.
Benefits package highlights:
- 401(k) with company match
- Flexible remote/hybrid work
- Global employee discounts
- Wellness and parental leave programs
The Impact You'll Make: Real-World Problem Management Examples
Imagine investigating a global Drive-Thru outage affecting thousands of locations. You'd lead RCA across development, operations, and vendor teams, document the RFO, and implement fixes that prevent recurrence. Your analytics could reduce incident volumes by 30%, directly impacting customer satisfaction scores.
Check out our Global Technology Technical Blog to see how our teams enable Accelerating the Arches.
Why Chicago, IL and Remote Opportunities?
Our primary hub in Chicago offers modern workspaces, but we support flexible locations across the USA including remote options. Expanded opportunities in New York, San Francisco, Atlanta, and Dallas.
Ready to Apply? Your Next Steps
McDonald's Manager, Service Management roles fill quickly. Update your resume highlighting ITIL experience, RCA successes, and ITSM tools. Join us to power tomorrow's feel-good moments—one resolved incident at a time.
This job posting was analyzed and optimized for SEO to help candidates find McDonald's technology careers. Keywords include ITIL problem management jobs, McDonald's IT service management careers, root cause analysis manager roles.
Word count: 1,456
Locations
- Chicago, Illinois, USA
- New York, New York, USA
- San Francisco, California, USA (Remote)
- Atlanta, Georgia, USA
- Dallas, Texas, USA (Remote)
Salary
120,750 - 159,500 USD / yearly
Source: ai estimated
* This is an estimated range based on market data and may vary based on experience and qualifications.
Skills Required
- ITIL Problem Managementintermediate
- Root Cause Analysis (RCA)intermediate
- ServiceNow Proficiencyintermediate
- Data Analytics & Reportingintermediate
- Cross-Functional Team Coordinationintermediate
- Stakeholder Communicationintermediate
- Change Management Integrationintermediate
- Proactive Incident Reductionintermediate
- IT Service Management (ITSM)intermediate
- Process Improvement & Optimizationintermediate
- Technical Troubleshootingintermediate
- Agile Methodologiesintermediate
- SQL & Data Visualizationintermediate
- Risk Assessmentintermediate
- Vendor Managementintermediate
Required Qualifications
- Bachelor's degree in Computer Science, Information Technology, or related field (experience)
- 5+ years of experience in IT Service Management or Problem Management (experience)
- ITIL v3 or v4 Foundation certification (Practitioner preferred) (experience)
- Proven expertise in Root Cause Analysis (RCA) and Reason for Outage (RFO) processes (experience)
- Strong analytical skills with experience in data-driven decision making (experience)
- Experience with ITSM tools like ServiceNow, Remedy, or similar platforms (experience)
- Excellent communication skills for stakeholder engagement and reporting (experience)
- Demonstrated ability to coordinate cross-functional teams in global environments (experience)
- Knowledge of cloud infrastructure, networking, and end-user computing (experience)
- Experience in change management and continuous improvement methodologies (experience)
Responsibilities
- Conduct thorough Root Cause Analysis (RCA) for major incidents to identify underlying issues
- Lead Reason for Outage (RFO) investigations through interviews and documentation
- Manage problem tickets and action items from RFO/RCA, ensuring timely resolution and reporting
- Coordinate cross-functional teams to diagnose root causes and implement permanent fixes
- Develop, manage, and enforce ITIL-compliant problem management processes
- Facilitate stakeholder communication with regular updates on problem status and resolutions
- Analyze incident data to identify trends, reduce volumes, and enable faster MTTR
- Collaborate with change management teams to integrate permanent solutions into standard procedures
- Drive proactive problem management to prevent recurring issues through trend analysis
- Create and maintain comprehensive reporting dashboards for problem management KPIs
- Mentor junior team members on ITSM best practices and RCA methodologies
- Ensure compliance with global IT standards and regulatory requirements
Benefits
- general: Competitive annual salary with performance-based bonuses
- general: Comprehensive medical, dental, and vision insurance plans
- general: 401(k) retirement savings plan with generous company match
- general: Paid time off including vacation, sick days, and holidays
- general: Flexible work arrangements including remote options
- general: Professional development programs and ITIL certification reimbursement
- general: Employee discount programs at McDonald's locations worldwide
- general: Wellness programs with gym membership reimbursements and mental health support
- general: Parental leave and family-friendly benefits
- general: Stock purchase plan and long-term incentive opportunities
- general: Global career mobility within McDonald's Technology organization
- general: Modern office spaces with collaborative tech environments
Tags & Categories
Answer 10 quick questions to check your fit for Manager, Service Management Careers at McDonald's - Chicago, IL | Apply Now! @ McDonald's.
Related Books and Jobs