Director, Service Management (Global Applied Resiliency)

Job Description

This opportunity is part of the Global Technology Infrastructure & Operations team (GTIO), where our mission is to deliver modern and relevant technology that supports the way McDonald's works! We provide best-in-class foundational technology products and services including Global Networking, Cloud, End User Computing, and IT Service Management that serve both our corporate offices globally and our more than 40,000 restaurants across 100+ countries. It's our goal to always provide an engaging, relevant, and simple experience for our customers.

Reporting to the GTIO Sr. Director and working closely with the entire technology leadership team, the GTIO Director, Applied Resiliency will lead our Major Incident Response, Forensics, Resiliency, and Observability teams who own leading incident investigation, recovery, causal analysis, and problem management. This leader will be a player-coach, taking ownership of our most critical incidents and mentoring and growing the teams to support strategic objectives. Anticipate and lead the strategic and tactical needs for the Global Technology Infrastructure and Operations, SMO organization while supervising the translation of business needs into effective IT processes and technical solutions.

This is an exciting opportunity for an experienced technology leader to help shape the transformation of infrastructure and operations products and services to the entire McDonald's environment.

Accountabilities & Responsibilities:

• Lead the Forensics team, including incident and problem management functions, investigating product failures. Employ a disciplined, root cause analysis approach to determine the cause of business disruption, manage the implementation of measures to prevent recurrence, and provide relevant reporting to senior leadership in Global Technology

• Ensure the right AIOps monitoring, observability, and event correlation platforms are implemented and effective in detecting, responding and resolving incidents.

• Supervise the incident management process, develop strategies, and lead a team responsible for resolving incidents globally

• Bridge communication between technical and non-technical partners during incidents, ensuring all parties remain informed

• Drive coordination of action plans, system restoration efforts, and root cause analysis for major incidents

• Collaborate with multi-functional teams and external service providers to ensure timely resolution and impact reduction

• Ensure thorough post-incident reviews identify areas for improvement and prevent future incidents

• Collaborate with development, market, cyber security, legal, vendor management and other teams required for incident resolution and problem management

• Work cross-functionally across the enterprise to drive continuous improvement

• Produce recommendations for added trainings, action items and key take aways for GTIO organization at large. Lead efforts to change how McDonald's thinks about a collection of incidents, IT problem management, and how we best analyze that data

• Reviews appropriateness of technologies used for system components and recommends modifications and/or upgrades when necessary to keep systems operating according to defined service level agreements and operating level agreements

• Assists with the audit and management of GTIO global platforms identifying gaps and needs in corporate teams, segments, markets and restaurants

• Communicates changes in technology and services from the IT department to the appropriate channels and personnel

• Implements short-term strategy for function and contributes to driving longer-term strategy for function

• Contributes to the performance of a team by overseeing work of other managers. Identifies and solves sophisticated problems potentially impacting the broader function; creates methods to address current and future customer needs

• Accountable for managing projects with moderate risk. Manages budget and directs activities of the project's teams