Supervisor, Service Management

McDonald's Corporation; Greater London; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading global restaurant chain is seeking a Supervisor of Service Management to support observability platforms related to customer and store systems. This full-time role involves building and maintaining dashboards, engaging with stakeholders to optimize system performance, and maintaining critical observability tools. Excellent communication and customer-focused thinking are vital. The ideal candidate should have hands-on experience with Grafana and New Relic and a curious mindset for continuous improvement. Remote work is not offered.

Qualifications

• Good communication skills and storytelling experience.
• Ability to influence and engage effectively.
• Curious mindset advocating for continuous improvement.

Responsibilities

• Build and maintain product and service dashboards.
• Partner with stakeholders to define meaningful metrics.
• Monitor usage and cost reports; recommend optimizations.

Skills

Experience with Observability / SRE / Platform / DevOps

Hands-on with Grafana

Hands-on with New Relic

Writing queries (Grafana transformations, LogQL)

Basic Linux understanding

Python

JavaScript

Education

Experience working in an Agile team

Tools

Grafana

New Relic

Cribl

ServiceNow

Jira

Confluence

Job description

As a Supervisor Service Management Observability within the GTIO Service Management Office you will play a critical role in supporting many individuals within global & market accessing and using the observability platforms which support the availability reliability and scalability of our customer and store systems.

Success in this role will require excellent critical and customer‑obsessed thinking the ability to influence and deliver through others a curious mindset and an appetite for innovation together with the ability to engage mobilise and excite our people and partners around business change.

To achieve this you will work across all departments and be required to act as the go‑to for Business Change working closely with the leadership team and subject matter experts to understand and empathise with what people need for success.

What team will I be part of

Global Technology Infrastructure & Operations team (GTIO) where our mission is to deliver modern and relevant technology that supports the way McDonalds works. We provide best‑in‑class foundational technology products and services including Global Networking Cloud End User Computing and IT Service Management. Its our goal to always provide an engaging relevant and simple experience for our customers.

What will my accountabilities be

• Dashboards & Reporting (Grafana / New Relic) – Build and maintain product and service dashboards (incl. user‑journey and SPOG views).
• Own KPI / monthly reports and recorded / saved queries; improve panel performance and hygiene.
• Partner with stakeholders to define meaningful metrics and present results clearly.
• Data Source & Log Integration (Loki / EC2 / Cloud) – Configure and maintain data sources (Loki EC2 / Cloud Prometheus / others).
• Implement and maintain visualizations from all types of data streams.
• Troubleshoot ingestion labeling and parsing to keep signals clean and actionable.
• APM / Infra Admin (New Relic) – Support account & user management, agent installations, alert setup / disable and workflow automations.
• Monitor usage and cost reports; recommend optimizations.
• Pipelines & Data Hygiene (Cribl) – Assist with pipeline scripting for routing, enrichment, filtering and data movement.
• Help maintain data streams and document patterns for reuse.
• Incident & Request Flow (ServiceNow) – Triage and update tickets related to observability tools and requests.
• Contribute to runbooks and ensure incident / alert mappings stay current.
• Enablement & Best Practices – Ramp up new teams on the platform; publish concise best‑practice guides.
• Standardize folders tags and ownership; improve signal‑to‑noise.

Skills and Experience required

• Experience with Observability / SRE / Platform / DevOps (internships welcome).
• Hands‑on with at least two of : Grafana New Relic Cribl Loki / LogQL ServiceNow.
• Comfortable writing queries (Grafana transformations LogQL NRQL basics) and reading JSON / YAML.
• Familiarity with Cloud Computing concepts basic Linux understanding Python and Java Scripting (must) Intermediate level.
• Data Engineering data modeling and transformation are a plus.
• Clear written communication; able to produce short practical docs / runbooks.

Technical Skills with the following

• Python
• SQL
• Javascript
• Grafana
• New Relic
• Cribl

Nice to have

• Basics of Kubernetes / Istio signals (logs / metrics / traces).
• Prometheus / PromQL CloudWatch or other Grafana data sources.
• Experience with workflow automations (Datadog / New Relic / Grafana Alerting) and cost governance.
• Exposure to data pipelines (Cribl) and log enrichment patterns.

What background do I need to have

You are someone who can think strategically and work across all levels within the organisation acting with integrity and managing upwards accordingly. The skills and behaviours you will demonstrate are :

• A proven track record of managing change effectively across cross‑functional teams global and segment structures and matrix organisations.
• The ability to influence and engage effectively
• Strong communications and storytelling experience
• Work with energy empathy and passion and can inspire the same in others
• Able to quickly forge genuine and collaborative relationships with stakeholders
• Highly collaborative workstyle with the ability to engage and mobilise teams around common goals
• The ability to spot problems and solve them creatively
• Curious mind‑set never settling for the status quo and advocating for continuous improvement
• You seek and act upon feedback and proactively work on your personal and professional development

Qualifications

• Experience working in an Agile team – industry recognised qualifications is a plus (i.e. )
• Proficient with Microsoft Office software Jira Confluence tools

Additional Information

Additional information can be found on the McDonalds careers portal.

At McDonalds we are People from all Walks of Life

People are at the heart of everything we do and they make the McDonalds experience. We embrace diversity and are committed to creating an inclusive culture that means people can be their best authentic self in our restaurants and offices which helps us to better serve our customers. We have a strong heritage of diversity and representation within our communities which we are proud of. The diversity of our people customers Franchisees and suppliers gives us strength.

We do not tolerate inequality injustice or discrimination of any kind. These are hugely important issues and a brand with our reach and relevance means we have a very meaningful role to play.

We also recognise our responsibility as a large employer to continue being active in our communities helping to develop skills and drive aspirations that will help people to be more aware of the world of work and more successful within it whether with McDonalds or elsewhere.

Key Skills

Business,Patient Care,Compliance,Facility,Emergency,Accounting,HVAC,Daily Operations,Direct Supervision,Professional Development,Service Management,Service Operations,Service Quality,Payroll,Service Technician

Remote Work: No

Employment Type: Full‑time

Experience: years

Vacancy: 1