Director, Service Management

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

Benefits offered by this job

Health insurance

Bonus eligible

Long term Incentive eligible

Job summary

McDonald’s is seeking a Director, Service Management within GBS Finance to drive operational excellence across capabilities, monitor KPIs, and report to senior leaders on service health and trends. You will own intake prioritization, contract governance, and cross-functional collaboration with IS&P and Global Process Owners.

The role requires a strategic thinker with 10+ years in governance and leadership, strong negotiation skills, and a proven track record of developing high-performing teams

Qualifications

• Bachelor's degree in Business Administration, Finance, Operations, Strategy, or related field.
• Minimum of 10 years of experience in service governance, customer experience, operational excellence, or related leadership roles.
• Experience leading cross-functional governance activities and influencing senior leaders.
• Strong analytical and problem-solving skills with KPI interpretation.
• Ability to influence, negotiate, and collaborate with senior stakeholders across functions.
• Experience overseeing contract management, SLA performance, and scorecard governance.
• Experience with automation, digital tools, or diagnostics that enhance service quality.
• Demonstrated success developing high-performing teams.
• Passion for customer advocacy and driving improvements.

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 governance

Stakeholder management

Analytical skills

Negotiation

Project management

Customer advocacy

Strategic thinking

Team development

Automation tools

Education

Bachelor's degree

Tools

Automation tools

Job description

Job Description

McDonald’s is proud to be one of the most recognized brands in the world, with restaurants in over 100 countries that serve 70 million customers daily.We continue to operate from a position of strength. Our updated growth strategy is focused on staying ahead of what our customers want and realizing further growth potential. Our relentless ambition is why McDonald’s remains one of the world’s leading corporations after almost 70 years. Joining McDonald's means thinking big and preparing for a career that can have influence around the world.

At McDonald’s, we see every day as a chance to create positive impact. We lead through our values centered on inclusivity, service, integrity, community and family. From support of Ronald McDonald House to our Youth Opportunity project and sustainability initiatives, our values keep us dedicated to using our scale for good: good for our customers, people, industry and planet. We also offer a broad range ofoutstanding benefits including a sabbatical program, tuition assistance and flexible work arrangements.

Department Overview

We are seeking a Director, Service Management within GBS Finance to play a pivotal role in driving operational excellence and strategic prioritization across Global Business Services Finance. This leader will oversee strategic intake and demand prioritization across GBS Finance capabilities, monitor key performance indicators to assess service health, and partner with senior leaders to identify trends, address risks, and drive continuous improvement.

In addition, the Director will lead contract management and SLA governance activities, collaborate closely with Indirect Sourcing & Procurement (IS&P) on vendor and contract negotiations, and manage a team responsible for enabling effective service delivery. Working in partnership with Global Process Owners, Finance Operations leadership, and cross-functional stakeholders, this role will help optimize resource allocation, govern the functional change control process, and ensure transparency, alignment, and disciplined execution across a dynamic and evolving organization.

Duties

• 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.

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.

Salary Range

The expected salary range for this role is$195,371.00 -$244,214.00per year
The above represents the expected salary range for this job requisition. Ultimately, in determining yourpay, we may also consider your experience, and other job-related factors.

Additional Information

Benefits eligible: This position offers health and welfare benefits, including but not limited to comprehensive health insurance, which includes medical, prescription drug, mental health, dental and vision coverage, as well as, life insurance.

Bonus eligible: This position is eligible for a bonus, calculated based on individual and company performance.

Long term Incentive eligible: This position is eligible for stock or other equity grants pursuant to McDonald’s long-term incentive plan.

McDonald’s is an equal opportunity employer committed to the diversity of our workforce. We promote an inclusive work environment that creates feel-good moments for everyone. McDonald’s provides reasonable accommodations to qualified individuals with disabilities as part of the application or hiring process or to perform the essential functions of their job. If you need assistance accessing or reading this job posting or otherwise feel you need an accommodation during the application or hiring process, please contact [e-mail]. Reasonable accommodations will be determined on a case-by-case basis.

McDonald’s provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to sex, sex stereotyping, pregnancy (including pregnancy, childbirth, and medical conditions related to pregnancy, childbirth, or breastfeeding), race, color, religion, ancestry or national origin, age, disability status, medical condition, marital status, sexual orientation, gender, gender identity, gender expression, transgender status, protected military or veteran status, citizenship status, genetic information, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Nothing in this job posting or description should be construed as an offer or guarantee of employment.