Senior Manager

This opportunity is part of the Global Technology Infrastructure & Operations team (GTIO), where our mission is to deliver modern and relevant technology that supports the way McDonald’s works. We provide best-in-class foundational technology products and services including Global Networking, Cloud, End User Computing, and IT Service Management. It’s our goal to always provide an engaging, relevant, and simple experience for our customers.

The Configuration Management Sr. Technical Product Manager, within the Service Management Office (SMO) reports to the IT Service Management (ITSM) Platforms Director. This role is responsible for defining, building, managing, and continually improving the IT Configuration Management program and Configuration Management Database for McDonalds globally. Closely aligned with other SMO team members along with stakeholders across the organization, this role will lead the IT Configuration Management product, ensuring best in class configuration management capabilities, an organized system to track and manage company assets and configuration items and enable effective and efficient operational management of our systems.

This is an exciting opportunity for an experienced technology leader to help shape the transformation of infrastructure and operations products and services to the entire McDonalds environment.

Responsibilities

• Manages a strategically important IT Configuration Management Product capability with significant business impact.
• Serves as the technical product owner responsible for the effectiveness and efficiency of McDonald’s configuration management and CMDB program.
• Works with internal and external stakeholders to understand product demand and manage backlog for Configuration Management and CMDB products.
• Maintains and executes IT configuration management policies, procedures, and processes.
• Develops configuration item control processes and works cross functionally with stakeholders in utilizing CMDB and configuration management tools to analyze, review and track configuration items, hardware, software, and cloud-based assets.
• Owns the definition of IT Configuration Management product roadmap.
• Guides an IT Configuration Management team expected to broadly influence across the global organization.
• Overall accountability for managing and maintaining data/IT configuration items and data governance for the IT Service Management platform
• Ensures CMDB is current, accurate and stable
• Maintains data dictionary.
• Defines KPIs to manage the effectiveness of the data
• Responsible for data integrations such as Discovery and 3rd party solutions to enrich configuration items in the CMDB
• Promotes awareness and acceptance of the CMDB
• Ensures CMDB is linked to business objectives
• Leads data normalization efforts as needed prior to being imported / inserted into the CMDB
• Participates in platform, process and integration testing as required
• Maintains a strategic focus yet retains an appropriate level of hands-on management. Partners with business leaders, technical product managers, and / or architects to determine the long-term viability of systems/products, from business and technology standpoints.
• Communicates ideas effectively, verbally and in writing, to a wide range of audiences, including Directors, Sr. Directors and VPs. Fostering a constructive dialogue, harmonizes discordant views, and leads the resolution of issues.
• Decomposes significantly complex problems into straight-forward solutions. Consistently brings strong, data-driven business, and technical judgment to decisions.
• Visualize data for effective communication and understanding.
• Identifies core problems or opportunities within business processes. Understands the root cause and impacts for the project and other teams.
• Removes bottlenecks to enable your team(s) to work independently. Drives team members to proactively identify gaps and opportunities (e.g., services, workflows, tooling) within or between markets and other parts of the organization.
• Invests time to coach junior technical product managers to refine their capabilities and close skill gaps. Works closely with technical product managers and leads by example.

Requirements

• 8+ years of technical product management or relevant experience.
• 5+ years of experience in IT configuration management, leveraging ServiceNow and CMDB, with proven track record of successfully managing a large global portfolio.
• Experience leading technical teams that manage a strategically important product and/or a suite of products.
• Experience in influencing senior executives (VPs, SVP, CxO), and setting expectations for major cross-functional initiatives.
• Willingness and ability to live the McDonald’s values every day: Serve, Inclusion, Integrity, Community, and Family.
• Strong understanding of IT configuration management processes, technologies including discovery products and best practices.
• Data visualization utilizing Power BI or similar tools.
• Demonstrated ability to manage technical products from an unclear problem statement, driving clarity, understanding, and discussing technical concepts, managing tradeoffs, and evaluating potential concepts with internal and external partners.
• Proven analytical and quantitative skills; ability to use hard data and metrics to back up assumptions, develop project business cases, and measure success.
• Ability to visualize data leveraging PowerBI or similar tools.
• Excellent problem-solving, organizational, and analytical skills, with the ability to evolve product strategy based on research, data, and industry trends.
• Excellent presentation and writing skills, with the ability to translate theory into practical application.
• Understand customer centricity, and lead products with that mindset.
• Naturally exude team building, motivating, and conflict-resolving qualities.

Preferred Qualifications

• IAITAM, CSAM, CITAM or similar certification.
• Working knowledge of data analytics, machine learning and mathematical optimization.
• Asset management awareness including experience leveraging ServiceNow, ServiceNow HAM/SAM, CMDB and CSDM 4.0 to manage an effective global IT asset management program.