We are seeking a Sr. Director Global Service Desk Transformation to lead and oversee the execution of our Digitizing the Arches Strategy. We are moving fast and are adding to our best-in-class team, and joining McDonald's means thinking big every day and preparing for a career that will impact the world. We are customer-obsessed, committed to being leaders in our industry, and believe we are better when we work together. Over the last several years, we have launched home delivery, radically improved the digital experiences of our restaurants, introduced mobile pay, and have so much more to come. These critical initiatives require strong leadership to ensure compliance with policies, standards, regulatory requirements, and best practices.The Sr. Director of Global Service Desk Transformation must be able to foster a collaborative working relationship with cybersecurity, infrastructure, and various functional and business stakeholders across all three legs of our three-legged stool. Demonstrated success in building and implementing a complex program, with intimate knowledge of networking fundamentals and their impact on our ability to protect the McDonald’s Brand, our employees, and our customers. Qualified applicants should have a solid background in technology, governance models, and risk frameworks. Lastly, the candidate must be able to prepare and present accurate and timely information to senior leadership regarding program progress and maturity, up to and including the McDonald’s Board of Directors. History of leading large-scale infrastructure projects and cross-functional initiatives to success, on time, and within budget. Exceptional communication skills, including written deliverables, oral presentations, and the ability to facilitate crucial conversations at all levels of the organization.Responsibilities:Execute a comprehensive service desk transformation strategy aligned with the organization's vision, risk appetite, and regulatory requirements.Review and evaluate the effectiveness of program management processes and drive recommendations for improvement.Be an evangelist for our global infrastructure and operations strategies and an ambassador to our market partners in the execution of our strategy.Provide strategic guidance and expertise on complex service management issues and lead critical decision-making processes to ensure the continued execution of our strategy.Establish and maintain a governance framework to enable visibility into the execution of our strategy and provide oversight and leadership to course-correct where necessary.Directly oversee all aspects of the service desk transformation journey, from envisioning the new state and strategizing the transformation to realizing the anticipated changes.Build strong relationships with key organizational stakeholders, promoting a consumer and crew first culture.Attract, develop, and retain a high-performing team capable of executing the transformational changes required.Develop and manage infrastructure metrics and reporting frameworks to measure and communicate the progress of the network transformation effectively.Mentor, manage, and motivate, both directly and indirectly, a high-performing team of professionals and set clear priorities to achieve team goals.This role will collaborate closely with cybersecurity experts, infrastructure leaders, market leads, project managers, and Global Technology Solutions teams to ensure the reliable and efficient operation of McDonald’s security services. In addition, this role will be responsible for managing and collaborating with the support teams that handle tickets and other operational tasks for McDonald’s infrastructure services. This person will work closely with others in Global Technology Infrastructure and Operations and other areas of Global Technology to ensure that our services are meeting the needs of markets, application teams, and other stakeholders.Benefits eligible: Yes
Bonus eligible: Yes
Long term incentive eligible: Yes
The expected salary range for this role is $222,650 - $289,440 / per year 
The above represents the expected salary range for this job requisition. Ultimately, in determining your pay, we may also consider your experience, and other job-related factors.
