McDonald's 72200 MGR-NETWORK SERVICE DELIVERY in Chicago, United States


Job Description:

McDonald’s, one of the most recognized brands in the world,

is seeking a Network Operations Service Manager who will lead several global

network service partners to deliver operational excellence and continual

service improvement, providing governance, direction and leadership to our

partners’ Service Delivery and Operations Managers. In this role, you will be

responsible for the ITSM processes for all network services provided by Global

Networking, including cloud and on-premise data centre networks, global

MPLS/VPN and LAN & WLAN. You will

partner with Global Networking Service Managers in the team to ensure both new

and existing services have solid operational processes in place and are

performing as expected.

We are moving fast and are adding to our best-in-class team.

Joining McDonald's means thinking big every single day and preparing for a

career that can have impact around 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 year, we have launched home delivery, radically

improved the digital experiences of our restaurants, introduced mobile pay and

have so much more to come.

That said, the biggest area of increase in our spending has

been in technology, which is helping to drive our growth. We’re looking at how

to use technology to improve the customer experience and build new customer

experiences. We’re also exploring technologies that can help us reduce or

eliminate repetitive tasks and make employees’ jobs more interesting and

rewarding. With all the new projects and initiatives, it is an exciting time to

be on the team that is helping to make a Better McDonald's!

Requisition Number:



United States

EOE Statement:

We are an equal opportunity employer and value diversity at

our company. We do not discriminate on the basis of race, religion, color,

national origin, gender, sexual orientation, age, marital status, veteran

status, or disability status.

Job Type:


Minimum Requirements:


  • B.S/B.A degree or equivalent practical experience.

  • ITILv3 Foundation Certified or above.

  • CCNA preferred or equivalent experience

  • At least 5 years’ experience in a Network Operations Management role gained in multi-cultural, global organizations.

  • Experience of leading large IT Outsourcing/Managed Service Providers, both onshore and offshore.

  • Demonstrated experience successfully executing ITIL principals to deliver operational excellence.

  • Previous technical experience gained in a Network Support/Engineering role.

  • Good working knowledge of Data Center networking: AWS, Azure, VPN, MPLS, Cisco Routing & Switching, WAN optimization, Load Balancers, Global Traffic Manager, Cisco on-premise and Meraki LAN & WLAN, high availability campus and WAN design methodologies.

  • Broad knowledge of IT Hosting and Infrastructure platforms.

  • Experience of working and collaborating in a globally dispersed team.

Desired Skills:

  • A motivated, driven individual able to use their initiative to make an immediate impact in a fast paced and dynamic environment.

  • Ability to think globally and strategically, to lead change in a complex global organization.

  • Effective written and verbal communication skills, with the ability to convey complex ideas in easy to understand business terms.

  • A customer-focused approach to liaise with internal customers (both IT and non-IT) through regular business engagements and service issues.

  • Willing to be flexible and available for out of hours work if required.

  • A solid teammate with a willingness to learn, engage and establish relationships with both internal colleagues and external partners.


Key Responsibilities:

  • Operational governance, driving global network service partners to meet and exceed SLAs and KPIs.

  • ITSM process owner for network services.

  • Lead continual service improvement as appropriate.

  • Change Advisory Board lead for Global Networking.

  • Escalation point for incidents and Global Networking representative for Major Incidents.

  • CMDB lead for global network services, including asset management and approval of monthly asset-based billing.

  • Service lead for Application Performance Management (APM) and Network Performance Monitoring (NPM) services, implementing and leading the service across global network services.

  • Network engagement lead for a division or region of the Business.

Job Title:

Network Operations SDM



McDonald's Corporation and McDonald's USA, LLC (the "Company") are committed to a policy of Equal Employment Opportunity and will not discriminate against an applicant or employee on the basis of age, sex, sexual orientation, race, color, creed, religion, ethnicity, national origin, alienage or citizenship, disability, marital status, veteran or military status, genetic information, or any other legally-recognized protected basis under federal, state or local laws, regulations or ordinances.