Director, Global Service Delivery & Strategy

McDonald's; Oak Brook (IL); On-site; USD 195,000 - 244,000; Full time

Benefits offered by this job

Health benefits

Bonus eligibility

Stock options

Job summary

McDonald’s is seeking a Director, Service Management within GBS Finance to drive operational excellence and prioritization across Finance capabilities in a global, matrixed organization. You will oversee intake, KPIs, and governance while partnering with IS&P on negotiations and with Global Process Owners to optimize resources.

In this role, you will lead a team focused on delivering high-quality service, implementing continuous improvements, and aligning with senior leadership on strategic

Qualifications

• Bachelor's degree in Business Administration, Finance, Operations, Strategy, or a related field; advanced degree preferred.
• Minimum of 10 years of experience in service governance, customer experience, operational excellence, or related leadership roles within a global or matrixed organization.
• Demonstrated experience leading cross-functional governance activities and influencing senior leaders to drive customer-centric improvements.
• Strong analytical and problem-solving skills with the ability to interpret KPIs, assess service health, and translate insights into strategic recommendations.
• Proven ability to influence, negotiate, and collaborate with senior stakeholders across functions, geographies, and organizational levels, including G7-G10.
• Experience overseeing contract management, SLA performance, and scorecard governance.
• Experience with automation, digital tools, or diagnostics that enhance service quality, efficiency, and user experience.
• Demonstrated success managing and developing high-performing teams.
• Passion for customer advocacy, simplification, and driving measurable improvements in service delivery and operational alignment.

Responsibilities

• Oversee the optimization of service delivery processes and ensure the highest standards of service quality, efficiency, and effectiveness.
• Oversee functional governance and change management processes to support coordinated execution and stakeholder alignment.
• Serve as the voice of the customer for all Global Finance Leaders to ask questions, raise issues, and address concerns.
• Manage the overall intake process and strategic prioritization of demand across all end-to-end capabilities owned by GBS Finance.
• Monitor KPIs to assess the overall health of GBS Finance service delivery against internal standards.
• Lead forums with senior leaders to align on service delivery trends, issues, and continuous improvement opportunities.
• Act as the GBS Finance contract management owner, maintaining contracts, managing SLA performance, and overseeing scorecards.
• Collaborate with IS&P on contract negotiations.
• Partner with Global Process Owners and the Finance Operations Leadership Team to maintain alignment and drive operational improvements.
• Prioritize and scope demand requests, balancing capacity, impact, and strategic fit to optimize resource allocation.
• Support annual planning, operating reviews, and strategic prioritization activities to ensure alignment across GBS Finance.

Skills

Leadership

Cross-functional collaboration

Analytical skills

KPI interpretation

Negotiation

Stakeholder management

Problem solving

Education

Bachelor's degree

Tools

Automation tools

Diagnostics tools

Job description

McDonald’s is seeking a Director, Service Management within GBS Finance to drive operational excellence and prioritization across Finance capabilities in a global, matrixed organization. You will oversee intake, KPIs, and governance while partnering with IS&P on negotiations and with Global Process Owners to optimize resources.

In this role, you will lead a team focused on delivering high-quality service, implementing continuous improvements, and aligning with senior leadership on strategic