Sr. Manager, Solutions Architecture, ServiceNow

Job Description:

Company

Description:

McDonald's growth strategy, Accelerating the Arches, encompasses all aspects of our business as the leading global omni-channel restaurant brand. As the consumer landscape shifts we are using our competitive advantages to further strengthen our brand. One of our core growth strategies is to Double Down on the 3

Ds (Delivery, Digital and Drive Thru). McDonald's will accelerate technology innovation so 65M+ customers a day will experience a fast, easy experience, whether at one of our 25,000 and growing Drive thrus, through McDelivery, dine-in or takeaway. 

McDonald's Global Technology is here to power tomorrow's feel-good moments.  

That's why you'll find us at the forefront of transformative technology, exploring new and innovative ways to serve our millions of customers and spread happiness one delicious Hot Fudge Sundae-dipped fry at a time. Using AI, robotics and emerging tech, we're digitizing the Golden Arches. Combine that with our unparalleled global scale, and we're reshaping all areas of the business, industry and every community that is home to a McDonald's restaurant. We

face complex tech challenges every day. But that's where our diverse and talented teams come in. They're made up of the best and brightest from all over the globe, and they thrive in the space where feel-good meets fast-paced.  

Check out the McDonald's  Global Technology Technical Blog ()  to learn how technology and our global team are directly enabling the Accelerating the Arches strategy. 

Department Overview

Behind McDonald's digital transformation is the Global Technology Enterprise Products & Platforms (EPP) team, a group of innovators leveraging cloud, platform architectures, and emerging technologies to create scalable business solutions. Within EPP, our Enterprise Service Management (ESM) team is committed to being a people-led, product-centric, and trusted technology partner.

We are seeking a visionary and strategic Sr. Manager, Solutions Architecture, Service Now to lead our platform solutions architecture team. In this remote leadership role, you will be responsible for defining the strategic architectural direction of our global Service Now platform. Your scope will be broad and enterprise-wide, spanning key functional areas including IT, HR, Finance, Procurement, Cybersecurity, Legal, and beyond.

You will build, manage, and mentor a talented team of solutions architects to design scalable, upgrade-safe solutions. You will also champion the strategic deployment of advanced platform features, including native AI tools like Now Assist, our custom virtual assistant, Otto,and comprehensive Employee Workflows, ensuring the platform serves as a modern engine of automation across the entire corporate ecosystem.

Duties

+ Lead and Mentor a Team:
Hire, guide, and manage a high-performing, remote-first team of Service Now solutions architects, fostering continuous learning and engineering excellence.

+ Define Architectural Vision:
Develop, govern, and maintain the long-term architectural roadmap for the Service Now platform, ensuring technology capabilities scale alongside enterprise growth.

+ Drive AI Architecture Strategy:
Oversee the architectural strategy for AI-powered services on the platform, including the governance, safety, and integration of Now Assist, NLP models, and our virtual assistant, Otto.

+ Architect Cross-Functional Workflows:
Partner with leaders in HR, Finance, Cybersecurity, Legal, and Procurement to design unified, multi-suite solutions (such as HRSD, Sec Ops, GRC, and custom scoped applications).

+ Enforce Platform Governance:
Champion 'Golden Instance' principles and enforce rigorous design-review standards to minimize technical debt and maintain upgrade readiness.

+ Coordinate Strategic Partnerships:
Oversee technical relationships with platform vendors, implementation partners, and external consulting teams to ensure high-quality delivery.

+ Optimize Enterprise Integration:
Govern global platform integration patterns, ensuring secure, high-performance API connections via Integration Hub and enterprise middleware.

+ Champion Employee Workflows:
Architect…