Sr. Manager, AI & Innovation (ServiceNow
Listed on 2026-08-22
-
IT/Tech
AI Engineer (Applied/Software), IT Project Manager, IT Business Analyst, IT Consultant
Location: Northern
Job Description:
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 inclusivity, service, integrity, community and family. From support of Ronald McDonald House 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 also offer a broad range of outstanding benefits including a sabbatical program, tuition assistance and flexible work arrangements.
Department OverviewBehind McDonald's digital transformation is the Global Technology Enterprise Products & Platforms (EPP) team, a group of innovators leveraging AI, IoT, 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 strategic and highly motivated Sr. Manager, AI & Innovation (Service Now) to join our team as a high-impact Individual Contributor. In this role, you will lead the evaluation, pilot, and enterprise adoption of AI-powered capabilities across our global Service Now ecosystem, including Now Assist, Generative AI, Virtual Agents, and intelligent workflow automation.
You will partner with business and technology stakeholders to identify opportunities, define AI strategies, build compelling business cases, and deliver scalable solutions that enhance employee experiences and operational efficiency worldwide.
- Lead the AI
Roadmap:
Define and execute the Service Now AI strategy aligned with ESM priorities. - Drive Innovation: Pilot emerging capabilities including Agentic AI, ML solutions, and Intelligent Document Processing.
- Influence Globally: Mentor delivery teams and champion platform excellence across global squads.
- Ensure Compliance: Partner with Cybersecurity, Legal, and Compliance teams to deliver secure, GDPR-aligned solutions.
- Manage Key Partnerships: Collaborate with Service Now and strategic consulting partners to maximize platform value.
- Measure Impact: Track KPIs and business outcomes to demonstrate the value of AI-driven automation.
Preferred Qualifications
- 7+ years in product management, solution architecture, or digital transformation (5+ with a Master's degree
). - 3+ years of hands-on Service Now experience.
- Experience with Service Now AI & automation tools (Now Assist, Virtual Agent, Predictive Intelligence, etc.).
- Bachelor's degree in a related field or equivalent experience.
- Passion for McDonald's values:
Serve, Inclusion, Integrity, Community, and Family
.
Technical & Professional Skills
- Strong knowledge of Service Now (ITSM, ITOM, HRSD, CSM, CMDB/CSDM).
- Experience working in Agile/Scrum environments.
- Ability to manage vendor and consulting partner relationships.
- Excellent communication skills with the ability to translate complex technical concepts into business value.
Minimum Base Pay $
Max Base Pay $
Additional Information:
Benefits eligible:
This position offers health and welfare benefits, including but not limited to comprehensive health insurance, which includes medical, prescription drug, mental health, dental and vision coverage, as well as, life insurance.
McDonald’s is an equal opportunity employer committed to the diversity of our workforce. We promote an inclusive work environment that creates feel-good moments for everyone. McDonald’s provides reasonable accommodations to qualified individuals with disabilities as part of the application or hiring process or to perform the essential functions of their…
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