Service Catalog Lead T500-19911

About McDonald's:

One of the world's largest employers with locations in more than 100 countries, McDonald's Corporation has corporate opportunities in Hyderabad. Our global offices serve as dynamic innovation and operations hubs, designed to expand McDonald's global talent base and in-house expertise. Our new office in Hyderabad will bring together knowledge across business, technology, analytics, and AI, accelerating our ability to deliver impactful solutions for the business and our customers across the globe.

Service Catalog Lead, Senior Manager (G5)

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 Charities 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 are an equal opportunity employer committed to the diversity of our crew members, staff, operators, and suppliers. We promote an inclusive work environment that creates feel-good moments for everyone.

Job Description:

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.

The Service Catalog Lead within the Enterprise Service Management (ESM) team will support the design, governance, and maintenance of the enterprise service catalog for services across GBS, Global Technology, and other key functions. This role requires a strong attention to detail, coordination across stakeholders, and a continuous improvement mindset that will help evolve the catalog based on changing business needs. They will be critical to ensuring consistency, quality, and usability of services across these functions. As a strategic leader, you will work closely with the Strategy, Planning and Performance Lead to uphold catalog accuracy, ensure alignment with enterprise standards, and interface directly with functional leaders to facilitate changes and updates.

In this role, you will:

• Define, implement and maintain enterprise-wide standards and templates for service definitions, catalog entries, and SLAs to ensure consistent quality, alignment, and usability of service information across the organization
• Conduct regular audits of the service catalog to ensure accuracy, completeness, and consistency across functions, enabling informed decision making, operational efficiency and compliance with governance standards
• Partner with functional teams to gather service information and validate catalog content against standards so that services are accurately represented, up to date and aligned with business capabilities
• Oversee the integration of the service catalog across the common user experience layer to guarantee a seamless user experience that driver adoption and satisfaction among stakeholders
• Support updates and enhancements to catalog structures in collaboration with platform owners (e.g., ServiceNow) to ensure scalability, performance and alignment with evolving business needs
• Interface with key stakeholders (inclusive of service owners and requestors) to facilitate service catalog reviews to ensure service offering alignment and accountability
• Identify and assess opportunities to improve catalog usability, and recommend targeted enhancements to optimize user experience, drive adoption, and ensure the catalog effectively supports business operations
• Serve as a subject matter expert and advisor for service catalog best practices and platform capabilities, particularly in relation to ESM tools like ServiceNow

Qualifications:

• Bachelor's degree required
• 11-15 years of experience in service management, enterprise service delivery, or operations within a global business or shared services environment
• Hands-on experience with enterprise service platforms such as ServiceNow or equivalent
• Experience supporting enterprise-wide transformation initiatives involving platform integration, and user enablement
• Understanding of catalog configuration, taxonomy, and service definition best practices
• Strong, professional interpersonal and communications skills, both verbal and written
• Highly organized, proactive, and adaptable, with the capability to manage multiple priorities in fast-paced, ambiguous environment
• Ability to work collaboratively across functions to gather inputs, validate service information, and enforce quality standards in a structured yet flexible manner
• Leadership presence with demonstrated success managing stakeholder expectations, guiding governance forums, or facilitating service review discussions

Additional information:

McDonald's is committed to providing qualified individuals with disabilities reasonable accommodations to perform the essential functions of their jobs. 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,