Director, Service Management (strategy, Planning & Performance)

Strategy, Planning & Performance Lead

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 Charities 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 of outstanding benefits including a sabbatical program, tuition assistance, and flexible work arrangements.

Department Overview

We are seeking a Strategy, Planning & Performance Lead to join the Enterprise Service Management (ESM) team that will be responsible for shaping the strategy and executing core service management processes that enable world-class service excellence and customer experience across Global Business Services (GBS), Global Technology, and other enterprise functions. This role will lead a wide range of enterprise service management capabilities, including service catalog and portfolio management, customer experience design, continuous service improvement, governance, risk, and business continuity practices. Additionally, this leader will serve as the business owner of the ServiceNow platform, in partnership with Global Technology. This role is critical to ensure GBS operates as a cohesive, customer-centric organization and the right candidate will bring a strategic mindset, strong operational discipline, and collaborative ways of working to align and influence senior leaders across the enterprise.

Duties

Primary responsibilities include:

• Lead the strategy and execution of core enterprise service management foundational processes, including service catalog management, service portfolio management, service request management, case management, continuous service improvement, customer experience management, etc. – and ensure alignment across senior leaders
• Establish and drive adoption of the Service Design methodology & Service Architecture framework – including Service Catalog – across all Service Organizations, including IT Services
• Own and manage the process to intake, scope, prioritize and introduce new services into GBS in alignment with enterprise strategic priorities
• Define performance standards and implement metrics/KPIs to monitor the health across Service Organizations such as: Service Performance (incl. SLA, OLAs & XLAs), Service Quality, Service Adoption & Service Consumption
• Design a scalable GBS customer experience (CX) framework, incorporating stakeholder surveys, service touchpoint feedback, and listening mechanisms to capture customer feedback and translate insights into actionable improvements
• Develop and execute GBS governance, ensuring strategic alignment, accountability, and decision-making across Service Organizations and Global Technology; facilitate cross-functional forums, such as strategic planning, change control boards, GBS performance reviews, etc.
• Lead the application of GBS-wide risk management and business continuity practices, based on Enterprise Risk Management (ERM) guidelines, providing leadership and guidance to Functional and Global Office teams responsible for creating, validating, and actioning on plans
• Serve as the liaison with Service Organizations, including Finance, People, Indirect Procurement, IT Services, etc., to operationalize service management processes and scale best practices
• Serve as the business owner of the ServiceNow platform, in partnership with Global Technology, and jointly manage the product roadmap that connects business priorities with technology needs
• Build and lead a high-performing ESM team accountable for GBS governance, service portfolio management, customer experience oversight, and business continuity management – fostering a culture of accountability, continuous improvement, and service excellence

Qualifications

Bachelor's degree required; MBA or advanced degree preferred in Business, Strategy, Operations, or related field. 10–12 years of progressive experience in enterprise strategy, operational planning, or transformation within large, complex organizations. 6–8 years of leadership experience in roles spanning governance, portfolio and demand management, customer experience, and operational risk. Proven ability to lead high-performing teams, drive alignment across diverse stakeholders, and deliver results in a global organization. Exceptional communication skills, both written and verbal, with the ability to engage and influence senior executives across the business and enabling functions. Demonstrated success in establishing governance frameworks, intake and prioritization, and performance measurement processes.

Compensation

Salary Range: $168,350.00 - $218,860.00 per year. Bonus eligible: Yes. Long-Term Incentive: Yes. Benefits eligible: This position offers health and welfare benefits, a 401(k) plan, adoption assistance program, educational assistance program, flexible ways of working, and time off policies (including sick leave, parental leave, and vacation/PTO). Eligibility requirements apply to some benefits and may depend on job classification and length of employment. 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.