Technical Product Manager - End User Infrastructure & Operations

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 outstanding 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.

Reporting to the GTIO Director, End User Computing and working closely with the entire technology leadership team, the GTIO Technical Product Manager will anticipate and manage the strategic and tactical needs for GTIO while leading all aspects of the translation of business needs into effective IT processes and technical solutions.

This is an exciting opportunity for an experienced technology leader to help craft the transformation of infrastructure and operations products and services to the entire McDonald’s environment.

Accountabilities & Responsibilities:

• Help support the End User Infrastructure and Operations (EUIO) team providing strategic vision while balancing near-term results.
• Develop and deliver cohesive vision, strategy and roadmaps for the EUIO team in partnership with the larger operations team, GTIO leadership and external collaborators.
• Understand McDonald’s current support landscape of tools, processes, standards, automation, monitoring, hardware and more.
• Reviews appropriateness of technologies used for support components and recommends modifications and/or upgrades when vital to keep systems operating according to defined service level agreements and operating level agreements.
• Communicates changes in technology and services from the IT department to the appropriate channels and personnel.
• Contributes to the performance of a team by coordinating work of other employees. Identifies and solves sophisticated problems potentially impacting the broader function; builds methods to address current and future customer needs.
• Accountable for managing projects with moderate risk. Manages budget and advises activities of the support teams.

Must be fully vaccinated (i.e., at least 2 weeks after last dose) for COVID-19 and, if hired, present proof of vaccination by start date.

· Ability to manage stakeholder expectations and resolve conflict.

· Ability to validate data obtained via other techniques and expose new areas for elicitation.

· Ability to conduct research into issues, solutions, products and evaluate emerging technologies, translating them into roadmaps and leadership presentation materials.

· Superb communication, presentation and interpersonal skills, with the ability to convey complex ideas in easy-to-understand business friendly language.

· Ability to understand business challenges, drive process improvements and translate into solutions.

· Detail-oriented, with excellent analytical, technical, and problem-solving skills.

· Exceptional relationship management skills and the ability to build and grow connections with people of all types and backgrounds from all over the world.

· Exceptional verbal and written communication skills including the ability to influence multiple parties towards common goals.

· Highly collaborative along with independent critical thinking and creative problem-solving skills.

· Highly organized and detail-oriented, with the ability to keep many engagements active at once.

· Comfortable with ambiguity and ability to navigate uncertainty.

· Naturally elevates others and creates a culture of belonging through engaging high-performing teams.

Experience

· 10+ years of technology capability deployment experience across multiple IT practices that may include infrastructure leadership, service management leadership, technology operations, cloud, end user computing, and business relationship management.

· 5+ years of professional working with ITSM tool, ServiceNow preferred

· 5+ years of professional experience working with end user support tools

· 5+ years of supporting: Microsoft -Office365, TEAMS and Intune, Cisco – WebEx

· 5+ years of supporting Global Desktop Management and Virtual Desktop Interface

· 5+ years of managing large scale vendors like AT&T, Microsoft and SPAN

· 3-5 Experience with both AWS and Azure Clouds

· 2+ years of experience working and collaboration in globally dispersed team.

· Experience working within a data loss and prevention team. Knowledge of how to secure end points and establish multi-factor authentications

· Experience with Active Directory Group Policy

· Strong experience in overall Infrastructure and Operations including (Network, Cloud, End User Compute, Service Management, Engineering).

· Bachelor's degree Computer Science/Engineering/Technology.

· Microsoft certifications a plus

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 job. If you need assistance accessing or reading this job posting or otherwise feel you need an accommodation during the application or hiring process, please contact [email protected]. Reasonable accommodations will be determined on a case-by-case basis.

McDonald’s provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to sex, sex stereotyping, pregnancy (including pregnancy, childbirth, and medical conditions related to pregnancy, childbirth, or breastfeeding), race, color, religion, ancestry or national origin, age, disability status, medical condition, marital status, sexual orientation, gender, gender identity, gender expression, transgender status, protected military or veteran status, citizenship status, genetic information, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Nothing in this job posting or description should be construed as an offer or guarantee of employment.