Manager, Service Management (Catalog) [T500-24166]

About McDonald’s:

One of the world’s largest employers with locations in more than 100 countries, McDonald’s Corporation has corporate opportunities in Hyderabad. Our global offices serve as dynamic innovation and operations hubs, designed to expand McDonald's global talent base and in-house expertise. Our new office in Hyderabad will bring together knowledge across business, technology, analytics, and AI, accelerating our ability to deliver impactful solutions for the business and our customers across the globe.

Role - Manager, Service Management (Catalog)

ROLE DESCRIPTION:

We are seeking a Service Catalog Manager to join the Enterprise Service Management (ESM) team to help architect our enterprise service catalog framework and ecosystem across GBS, Global Technology, and other key functions. In this pivotal role, you'll transform and influence how services are defined, discovered, accessed, and delivered through technology-enabled experiences.

As a key strategic partner to Global Tech and ServiceNow teams, you'll have the unique opportunity to help define, maintain and scale the GBS Service Catalog framework. You will also work directly with functions to support the development and activation of standards, templates and operating procedures for the GBS Service Catalog. This role offers exposure to deep platform expertise, cross-functional leadership, and the chance to build next-generation service delivery capabilities that reshape how our organization operates and serves its customers.

ROLE RESPONSIBILITIES:

Primary Responsibilities:

• Manage the enterprise service catalog, establishing and maintaining industry-leading standards, processes, and templates that drive consistent service definition, streamlined catalog architecture, and comprehensive SLA documentation across functions.
• Partner with functional teams to gather service information, populating the enterprise catalog with precision using standardized templates and data frameworks that maximize service visibility and accessibility.
• Conduct systematic auditing and validation exercises to ensure accuracy, completeness, and user-centricity while identifying gaps, eliminating inconsistencies, and creating opportunities for enterprise standardization.
• Support seamless digital integration by coordinating service catalog deployment across a common user experience platform (i.e., ServiceNow) that will drive adoption, deliver exceptional stakeholder satisfaction, and maximize service utilization.
• Manage the enterprise service catalog lifecycle by orchestrating periodic refreshes and executing rigorous quality assurance processes, ensuring data accuracy, alignment with enterprise standards, and completeness of services represented.
• Coordinate updates and refinements to the service catalog structures and frameworks in collaboration with platform owners (e.g., ServiceNow) that expand capabilities and improve user experiences.
• Serve as a key advisor for the service catalog best practices and translation into platform capabilities, leveraging deep expertise in ESM tools like ServiceNow to provide guidance and training.

SKILLS & EXPERIENCE:

• Bachelor's degree required.
• 7-11 years of experience in service management, enterprise service delivery, or operations within a global business or shared services environment.
• Hands-on experience with enterprise service platforms such as ServiceNow or equivalent.
• Understanding of catalog configuration, taxonomy, and service definition best practices.
• Strong attention to details with the ability to manage structured data and documentation at scale.
• Strong, professional interpersonal and communications skills, both verbal and written.
• Ability to work collaboratively across functions to gather inputs, validate service information, and enforce quality standards in a structured yet flexible manner.
• Highly organized, proactive, and comfortable operating in fast paced environments.