Director, Service Management — Strategy, Governance & Excellence

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

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