Sr Manager, Service Management

Department Overview

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.

We are seeking a Service Catalog + Portfolio Manager within the Finance Excellence team responsible for executing Enterprise Service Management (ESM) standards within finance. Reporting directly into the function, this role partners closely with the ESM Service Excellence team to ensure that the function’s service catalog is created, maintained, and governed and measurement reporting and service reviews are executed in alignment with enterprise frameworks. The role overseas and supports a team of knowledge management and continuous improvement professionals.

This role requires a strong attention to detail and cross-functional collaboration to support catalog and reporting needs within the function. The role ensures that services are clearly defined, accurately represented, and consistently maintained to support transparency, performance measurement, and a seamless user experience.

The candidate is expected to reside in India. 

Duties

• Adopt and execute enterprise service catalog standards, templates, and data requirements defined by ESM.


• Maintain the function’s service catalog entries, ensuring accuracy, completeness, and alignment with agreed SLAs and service definitions.


• Coordinate with Service Owners to gather and validate service information and updates.


• Ensure service catalog entries are properly configured and maintained within ServiceNow.


• Conduct periodic catalog reviews and quality checks to identify gaps or inconsistencies.


• Partner with the Enterprise Service Management Service Catalog team to support enhancements, structural updates, and standardization initiatives.


• Support new service onboarding, and existing service changes and retirements through accurate catalog maintenance.


• Support and facilitate functional service review forums, documenting outcomes, risks and actions


• Prepare service performance dashboards, reports, and materials for recurring service reviews


• Scope and submit new demand requests


• Defines service criticality and business continuity attributes and ensures BCPs are in place for critical services


• Provide oversite over knowledge management and continuous improvement initiatives, overseeing a team of two. 

Qualifications

• Bachelor’s degree required.


• 4–6 years of experience in service management, service catalog management, or operational support within a global or shared services environment.


• Minimum 12+ years of working experience is mandatory


• Experience working with ServiceNow or similar enterprise service platforms.


• Strong organizational skills and attention to detail.


• Ability to coordinate across service owners, functions, and central teams.


• Strong written and verbal communication skills.


• Comfortable operating in structured governance and data‑driven environments.