Techno-Functional Consultant - ITSM [T500-27475]

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.

This opportunity is part of the Global Technology Enterprise Products & Platforms (EPP) Team, focused on Enterprise Service Management (ESM) and the evolution of ServiceNow IT Service Management (ITSM) capabilities to deliver scalable, modern, employee-centric digital workflows. This role helps advance our vision to be a people-led, product-centric, forward-thinking, and trusted technology partner by improving how services are designed, delivered, supported, and continuously enhanced across the enterprise.

The Manager, Technical Product Management - ESM ITSM Lead is a hands-on people leader and product delivery owner for the ServiceNow ITSM pod. This role leads end-to-end product development and production support for core ITSM capabilities, drives new feature enablement, and accelerates rapid prototyping to validate ideas and deliver business value quickly. The leader works across product, engineering, architecture, operations, and business stakeholders to translate needs into scalable, supportable platform capabilities while ensuring stability, usability, and measurable outcomes.

This position reports to the Director, Technical Product Management and works closely with platform engineering, architecture, delivery, and business partners across the ESM ecosystem.

Responsibilities & Accountabilities:

ITSM Product Strategy, Ownership, and Roadmap:

• Own the ServiceNow ITSM pod roadmap and backlog, aligning priorities to enterprise service management goals, platform strategy, user needs, and operational pain points.
• Partner with business and technology stakeholders to define product vision, target outcomes, success measures, and a sequenced delivery plan for core ITSM capabilities.
• Drive adoption of out-of-the-box capabilities where practical, while making thoughtful extension decisions that support scalability, maintainability, and upgrade readiness.

Hands-On Pod Leadership and Delivery Management:

• Lead a hands-on pod responsible for product development and support across incident, problem, change, request, service catalog, knowledge, and related ITSM workflows.
• Translate business requirements into clear epics, features, user stories, and acceptance criteria that guide design, build, test, release, and support activities.
• Provide day-to-day leadership to the pod, removing blockers, managing priorities, escalating risks, and ensuring delivery commitments are met with quality and speed.

Feature Enablement, Innovation, and Rapid Prototyping:

• Lead new feature enablement across the ServiceNow ITSM portfolio, evaluating business value, feasibility, user experience, support impact, and platform alignment.
• Use rapid prototyping and iterative experimentation to validate ideas quickly, shorten feedback loops, and accelerate high-value solutions into production-ready designs.
• Identify opportunities to apply automation, AI, self-service, and workflow innovation to improve service efficiency, employee experience, and issue prevention.

Operational Excellence and Product Support:

• Ensure strong operational support for delivered capabilities, including incident trends, defect management, root cause analysis, release readiness, knowledge maturity, and service performance.
• Partner with engineering and operations teams to improve platform stability, resilience, supportability, and lifecycle management across enhancements and production changes.
• Use data and KPIs to monitor adoption, backlog health, cycle time, service quality, and user outcomes, then translate insights into prioritized improvements.

Cross-Functional Partnership and Governance:

• Collaborate closely with architects, platform teams, scrum leaders, QA, security, data, and integration partners to ensure designs are compliant, reusable, supportable, and aligned to enterprise standards.
• Balance business demand, technical debt, platform guardrails, and operational risk when making prioritization and design decisions.
• Act as a trusted advisor to stakeholders by bringing strong product judgment, transparent tradeoff discussions, and a bias for practical, value-focused delivery.

Team Development and Ways of Working:

• Build a high-performing pod culture grounded in agile, accountability, continuous improvement, and strong partnership across product, engineering, and support teams.
• Coach team members on product management discipline, backlog quality, customer focus, experimentation, and outcome-based delivery.
• Continuously improve ways of working for intake, prioritization, testing, release planning, support handoffs, and stakeholder communication.

Qualifications:

Basic Qualifications:

• 8+ years of technical product management, ServiceNow product ownership, platform delivery, or related experience with a Bachelor’s degree or 6+ years of relevant experience with a Master’s degree.
• Demonstrated experience leading or managing delivery for ServiceNow ITSM capabilities, including incident, problem, change, request, knowledge, and service catalog.
• Strong understanding of ServiceNow platform capabilities, product lifecycle management, agile delivery methods, and production support in an enterprise environment.
• Proven ability to translate business needs into product roadmaps, prioritized backlogs, functional requirements, and actionable delivery plans.
• Experience leading cross-functional teams and working collaboratively with business partners, architects, engineers, QA, and operations teams to deliver outcomes.
• Hands-on experience with feature enablement, release planning, issue triage, root cause thinking, and continuous improvement practices.
• Experience using data, metrics, and customer feedback to make prioritization decisions, improve adoption, and measure product success.
• Strong communication, storytelling, negotiation, influencing, and problem-solving skills with the ability to lead through complexity and ambiguity.
• Experience with rapid prototyping, iterative delivery, and validating concepts quickly before scaling into broader platform solutions.
• Willingness and ability to live the McDonald’s values every day: Serve, Inclusion, Integrity, Community, and Family.

Preferred Qualifications:

• Deep functional knowledge of IT service management processes and ServiceNow ITSM best practices in a complex enterprise environment.
• Hands-on experience with ServiceNow configuration and delivery across incident, problem, change, request, knowledge, catalog, portal, and workflow automation capabilities.
• Experience leading a pod or product team responsible for both new development and ongoing support of enterprise ServiceNow capabilities.
• Experience collaborating with business partners to redesign service workflows, simplify employee experiences, and improve service outcomes.
• Knowledge of CMDB, CSDM, integrations, portal experiences, and data dependencies that influence end-to-end ITSM solution design.
• Experience with AI, automation, virtual agent, predictive capabilities, or other intelligent service features within the ServiceNow ecosystem is a plus.
• Ability to provide thought leadership on ServiceNow ITSM roadmaps, platform opportunities, adoption strategies, and continuous improvement priorities.
• Experience working in product-centric organizations and applying strong agile product ownership and backlog management practices.
• Preferred certifications include ServiceNow Certified System Administrator (CSA), Certified Implementation Specialist - IT Service Management (CIS-ITSM), and Certified Implementation Specialist - Data Foundations (CIS-DF) for CMDB/CSDM knowledge. Certified Application Developer (CAD) is also a plus for candidates expected to support hands-on prototyping, workflow design, and configuration collaboration.
• Experience with Jira, Confluence, Azure DevOps, or similar tools supporting agile delivery, backlog management, and documentation.
• Understanding of platform governance, security, controls, and upgrade-safe design principles in a cloud-based enterprise platform.
• Strong bias for experimentation, fast prototyping, pragmatic decision-making, and delivering business value through scalable solutions.