Senior Manager, Service Portfolio & Catalog Lead T500-21664

Position: Senior Manager, Service Portfolio & Catalog Lead [T500-21664]
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.

Senior Manager, Service Portfolio & Catalog Lead (G5)

Company

Description:

- McDonald’s is proud to be one of the most recognized brands in the world, with restaurants in over 100 countries that serve 70 million customers daily. We continue to operate from a position of strength. Our updated growth strategy is focused on staying ahead of what our customers want and realizing further growth potential. Our relentless ambition is why McDonald’s remains one of the world’s leading corporations after almost 70 years.

Joining McDonald’s means thinking big and preparing for a career that can have influence around the world.
- At McDonald’s, we see every day as a chance to create positive impact. We lead through our values centered on inclusiveness, service, integrity, community and family. From support of Ronald McDonald House Charities to our Youth Opportunity project and sustainability initiatives, our values keep us dedicated to using our scale for good: good for our customers, people, industry and planet.
- We are an equal opportunity employer committed to the diversity of our crew members, staff, operators, and suppliers. We promote an inclusive work environment that creates feel-good moments for everyone.

Job Description:

- At McDonald’s, we believe that our success begins and ends with our people. We are committed to fostering an inclusive culture where every employee can thrive and contribute their best.
- The Service Portfolio & Catalog Lead within the Enterprise Service Management (ESM) team will define and execute the service catalog and service portfolio discipline, establishing best practices across the enterprise (GBS and IT). This strategic role will implement Service Catalog & Service portfolio design methods, aligned with the corresponding module in Service Now, leveraging the Out-Of-The-Box capabilities the tool offers.
- The Service Portfolio & Catalog Lead will be the Global Process Owner for Service Portfolio and Service Catalog Management: in this role will establish a service life cycle process and a governance to ensure the enterprise service catalog for services across GBS, Global Technology, and other key functions is always up-to-date.
- This role requires a strong attention to detail, coordination across stakeholders, and a continuous improvement mindset that will help evolve the catalog based on changing business needs.
- They will be critical to ensuring consistency, quality, and usability of services across these functions. As a strategic leader, you will work closely with the Strategy, Planning and Performance Lead to uphold catalog accuracy, ensure alignment with enterprise standards, and interface directly with functional leaders to facilitate changes and updates.

In this role, you will:

- Define, implement and maintain enterprise-wide standards and templates for service definitions, catalog entries, and SLAs to ensure consistent quality, alignment, and usability of service information across the organization
- Define Service Portfolio and Service Catalog structure across GBS (Incl. IT) consistently with Service Now design principles and guidelines
- Define service attributes (e.g. service description, SLA, criticality, etc.) for each service in the catalog
- Define and own the Service Onboarding process, and ensure that this is adopted by all Service Delivery organizations
- Conduct regular audits of the service catalog to ensure accuracy, completeness, and consistency across functions, enabling informed decision making, operational efficiency and compliance with governance standards
- Define and implement a Service Portfolio & Catalog management maturity model to drive…