Manager, Service Management

**Company Description**
McDonald’s evolving Accelerating the Arches growth strategy puts our customers and people first, and leverages our competitive advantages to strengthen our brand. We are recognized on lists like Fortune’s Most Admired Companies and Fast Company’s Most Innovative Companies.
- Doubling Down on the 4Ds (Delivery, Digital, Drive Thru, and Development)_

Our growth pillars emphasize the important role technology plays as the leading, global omni-channel restaurant brand. Technology enables the organization through digital technology, and improving the customer, crew and employee experience each and every day.
- Global Technology forging the way_

Leading the digitization of our business is the Technology organization made up of intrapreneurs who build industry defining tech using the latest innovations and platforms, like AI and edge computing to deliver on the next set of cutting-edge opportunities for the business. At McDonald’s you get to solve technology innovation challenges at an incredible scale, and work across global teams who are always hungry for a challenge. This provides access to exciting career paths for technologists. It’s bonus points when you get to see your family and friends use the tech you build at their favorite McD restaurant.

Check out the Global Technology Technical Blog to learn how technology is directly enabling the Accelerating the Arches strategy.

This role plays a key part in ensuring the smooth and reliable operation of McDonald’s global mobile app by leading and coordinating the support services that keep our digital experiences running at scale. Acting as a central link between market teams, vendor support partners, and internal product and platform teams, this role helps safeguard app stability, streamline change delivery, and elevate service performance through data, insight, and collaboration.

With oversight of day-to-day support, vendor performance, KPIs, and incident resolution, this role ensures the mobile app delivers consistent value to markets and customers alike. The role also acts as a trusted partner to the Senior Manager, providing backup leadership and driving communication and alignment with global stakeholders, legal partners, and McDonald’s corporate teams.

McDonald’s uses technology as an engine to grow and transform the business. Our Technology Team is a critical strategic partner committed to delivering innovative, customer centric, reliable products and services.

With the Service Management and Service Management Office teams, are responsible for the global standards and processes that will ensure we continue to deliver technology people want to use, and standardising and improving our technology operations to support the initiative of keeping our systems up and secure.

**Key responsibilities**:

- Acts as back-up to Senior Manager, Service Management
- Tracking and reporting on vendor performance against service level agreements
- Defining, tracking and reporting on support service key KPIs
- Collaboration with vendor support teams to mitigate issues and identify opportunities to improve the app’s support service
- Supporting the external support resources based in IN, HU, US, in facilitation of their deliverables:

- Application support for live and BAU capabilities (incidents and service requests)
- Planning, and deployment of change packages and related configurations for Mobile Order & Pay (MOP), and McDonald’s Delivery Service (MDS)
- Co-ordination of efforts and facilitation of MOP and MDS RFOs and RCAs
- Engagement with other McDonald’s Product teams for incident resolution
- Organising knowledge transfer and appropriate training for external support resources
- Acting as a point of escalation for service-related questions
- Collaboration with other teams (Product, Platform, Data, Loyalty, Security) to ensure service stability and reliability
- Engagement and collaboration with McDonald’s Corporate Service Management Office (this team owns and delivers Major Incident Management and related actions)
- Collaboration with vendors on major incident reports as input for RFO/RCAs into SMO reports
- Assisting Senior Manager, Service Manager with managing service-related communications with the markets and other stakeholders

**Qualifications**
- Strong focus on customer satisfaction
- Articulate, confident, and engaging
- Strong communication and facilitation skills in English
- Ability to deliver information in a business-friendly language
- Project Management skills
- Familiar with Service Management best practices (ie ITIL)
- Familiar with agile project methodology
- Able to rapidly understand new products and technologies. Technical knowledge is an advantage
- Capable of working in an international and culturally diverse environment and experience working with global (virtual) teams preferred
- Capable of adapting to changes in priorities with ease and working to tight timescales
- Ability to build strong relationships at