Global Tech Infrastructure & Operations - SMO Service Desk and ServiceNow Platform, Director

What you'll do

• Lead and inspire the Corporate Service Desk and ServiceNow technical team to deliver exceptional results.
• Develop a collaborative working relationship with cybersecurity, infrastructure, and other stakeholders across the organization.
• Supervise management of McDonald’s ITSM platform used for corporate service desk, incident, problem, change, etc.
• Build and maintain strong relationships with senior leadership and multi-functional partners to understand technology roadmaps.
• Identify process inefficiencies and recommend improvements aligned with ITIL standards.
• Manage and contribute to the expansion of internal knowledge bases and end-user training documentation.
• Monitor performance metrics and KPIs to identify trends and areas for improvement.

What we're looking for

• 10+ years of technical product management or relevant experience.
• Experience leading enterprise SaaS products and service desk teams.
• Strong understanding of ITSM industry standards (ITIL).
• Ability to communicate with leadership and set expectations for enterprise platforms.
• Proven track record managing service desk operations and personnel.
• Demonstrated ability to drive process improvements and translate into solutions.
• Excellent analytical, technical, and problem-solving skills.