Senior Product Manager for Technical Solutions

2 weeks ago

Chicago Illinois, United States McDonald's Corporation Full time
Job Overview

As a Senior Product Manager specializing in Technical Solutions at McDonald's Corporation, you will oversee the comprehensive performance of our ITSM platforms, specifically ServiceNow and Jira. Your role will ensure that the operations team is effectively aligned with our business objectives, actively contributing to the development and governance of these platforms.

In this pivotal leadership position, you will guide the platform support team responsible for the administration and support of ServiceNow and Jira. You will champion the adoption of best practices to guarantee that teams are deploying resilient, portable, and fault-tolerant code across all ITSM platforms.

Your collaboration with various teams will be essential in translating business needs into technical specifications, managing the demand backlog, and proactively addressing process and quality deficiencies that arise from production changes.


Key Responsibilities:
  • Manage a critical suite of ITSM technology products that significantly impact business operations, including ownership of the product roadmap.
  • Coordinate the integration and upkeep of tools and processes associated with ITSM platforms such as ServiceNow, Jira, and PagerDuty.
  • Lead the team to ensure alignment with business strategies, roadmaps, and platform governance.
  • Communicate the vision and enhance the business value of building, supporting, and evolving the ITSM platforms.
  • Maintain overall oversight of ITSM platform instances, including management of critical platform issues.
  • Guide design configuration decisions to align with the strategic design of the platform.
  • Shape the overall roadmap and drive demand for enterprise-level consumption.
  • Facilitate activities through training, testing, release, and post-release support.
  • Outline vendor partnerships and plan for platform support teams to deliver reliable system capabilities.
  • Continuously assess and enhance platform health, ensuring secure and highly available systems.
  • Collaborate with the platform development team to manage the backlog, prioritize development tasks, and ensure an efficient development pipeline.
  • Lead a team focused on ITSM platform costs and chargebacks.
  • Maintain a strategic perspective while engaging in hands-on management as necessary.
  • Partner with business leaders, technical product managers, and architects to evaluate the long-term viability of systems and products from both business and technology viewpoints.
  • Remove obstacles to empower your teams to operate autonomously.
  • Encourage team members to proactively identify gaps and opportunities within services, workflows, and tools across markets and organizational segments.
  • Invest in coaching junior technical product managers to enhance their skills and address any capability gaps, leading by example.

Compensation: The salary range for this position is $146,350 - $186,590 per year.

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