Manager, Service Management (Performance) [T500-24168]

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 (Performance)

ROLE DESCRIPTION:

We are seeking a Service Performance Manager to join the Enterprise Service Management (ESM) team to support the day-to-day execution of service performance measurement and reporting activities across Global Business Services (GBS). This role partners closely with Functional Service Owners, service delivery teams, and analytics partners to ensure service performance data is accurate, consistent, and aligned to enterprise standards.

The Manager supports functions by preparing performance insights, coordinating reviews, and enabling visibility into service health, trends, and risks. This role offers exposure to deep platform expertise, cross-functional leadership, and the change to build next-generation service delivery capabilities that reshape how our organization operates and serves its customers.

ROLE RESPONSIBILITIES:

Primary responsibilities:

• Support the planning and coordination of cross-functional enterprise governance forums, including content development, meeting facilitation and after-action activities.
• Execute and maintain define enterprise-wide and function specific service performance measurement standards, including SLAs, OLAs, XLAs, and service quality indicators.
• Prepare and maintain service performance dashboards and scorecards, ensuring data consistency and alignment across functions and up to Global Business Services leadership.
• Partner with Functional Service Owners to collect, validate, and consolidate performance data for enterprise reporting.
• Support service performance review cycles by preparing materials, analyzing trends, and documenting follow-up actions.
• Monitor ongoing service performance and identify emerging risks, issues, or deviations from agreed targets.
• Coordinate with EDAA and reporting teams to resolve data quality or availability issues.
• Maintain documentation for performance metrics definitions, reporting cadences, and review schedules.
• Track and report on performance improvement actions identified through regular functional service reviews.

SKILLS & EXPERIENCE:

• Bachelor’s degree required.
• 4–6 years of experience in service performance reporting, operational analytics, or service management support roles.
• Experience working with service metrics, dashboards, and recurring reporting processes.
• Experience with ServiceNow or similar enterprise service platforms preferred.
• Ability to work closely with functional and delivery teams to support performance alignment.
• 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 data, and support performance alignment.
• Highly organized, proactive, and comfortable operating in fastpaced environments.