Company Description
McDonald’s growth strategy, Accelerating the Arches, encompasses all aspects of our business as the leading global omni-channel restaurant brand. As the consumer landscape shifts we are using our competitive advantages to further strengthen our brand. One of our core growth strategies is to Double Down on the 3Ds (Delivery, Digital and Drive Thru). McDonald’s will accelerate technology innovation so 65M+ customers a day will experience a fast, easy experience, whether at one of our 25,000 and growing Drive thrus, through McDelivery, dine-in or takeaway.
McDonald’s Global Technology is here to power tomorrow’s feel-good moments.That’s why you’ll find us at the forefront of transformative technology, exploring new and innovative ways to serve our millions of customers and spread happiness one delicious Hot Fudge Sundae-dipped fry at a time. Using AI, robotics and emerging tech, we’re digitizing the Golden Arches. Combine that with our unparalleled global scale, and we’re reshaping all areas of the business, industry and every community that is home to a McDonald’s restaurant. We face complex tech challenges every day. But that’s where our diverse and talented teams come in. They’re made up of the best and brightest from all over the globe, and they thrive in the space where feel-good meets fast-paced.
Check out the McDonald’s Global Technology Technical Blog to learn how technology and our global team are directly enabling the Accelerating the Arches strategy.
Job Description
Supporting the increasing technology footprint across nearly 14,000 McDonald’s restaurants in the U.S. is the critical mission of the Operations Technology People (OTP) Program. This best-in-class program empowers restaurant technology experts with the knowledge, tools, and resources vital for seamless and secure technical execution. This directly enhances crew efficiency, elevates customer satisfaction, drives cost savings for operators, and fuels McDonald’s business growth.
We are seeking a highly motivated and experienced Service Delivery Manager to lead the OTP Program, directly supporting US Technology priorities! This influential role requires a strategic thinker capable of collaborating effectively with partners across the McDonald’s system. The successful candidate will drive critical initiatives, ensure timely execution of key deliverables, develop and expand OTP capabilities, elevate the program’s impact, and position it for future innovation and growth.
While this role does not manage direct reports, it requires leadership and coordination of more than 12 external technology consultants specializing in restaurant technology deployment and support. This role serves as the primary point of contact within McDonald’s for over 30,000 OTPs in the field.

Key Responsibilities:

• Strategic Leadership: Develop and implement the vision and strategic roadmap for the OTP Program in close partnership with senior leadership, aligning with overall business objectives.
• Program Management: Oversee short-term and long-term program deliverables, ensuring aligned workstreams remain on track and achieve defined critical metrics.
• Event Management: Plan and execute the annual OTP Pro Conference, a key engagement event with over 1,000 attendees, enhancing its impact on program awareness and knowledge sharing.
• Communications & Stakeholder Engagement: Collaborate with the communications team to develop and disseminate targeted messaging across all interpersonal levels—from executive updates to tactical communications with the OTP community—fostering transparency and alignment.
• Training & Development: Partner with the Learning and Development team to conduct thorough training needs assessments for OTPs and suppliers. Modernize and enhance learning pathways to ensure continuous skill development and adaptation to evolving technologies.
• Technology Deployment & Support: Collaborate with specialized OTPs and consultants to support McDonald’s teams in the evaluation, testing, and seamless deployment of new technologies within restaurants.
• Incident Management & Escalation: Serve as a point of escalation for critical technology issues reported by the OTP community, ensuring timely resolution and minimizing business disruption. Provide after-hours support as needed for major incidents.
• Relationship Management: Cultivate and maintain strong relationships with key partners across US Technology, field staff, franchisees, and vendors, fostering collaborative partnerships.
• Budget & Vendor Management: Develop and handle the OTP Program budget, ensuring alignment with strategic priorities and business needs. Supervise the development and approval of statements of work, ensuring contractual obligations deliver expected value and return on investment.
• Project Execution: Run projects from initiation to closure, demonstrating appropriate project management methodologies (e.g., Waterfall, Scrum, Kanban) based on project requirements.
• Process Improvement: Proactively identify and implement opportunities to optimize processes and enhance efficiency within the OTP Program.
• Performance & Accountability: Foster a culture of accountability and data-driven decision-making to consistently deliver measurable business results.

Benefits eligible: Yes
Bonus eligible: Yes
Long term incentive eligible: Yes
The expected salary range for this role is $129,800- $165,490 per year
The above represents the expected salary range for this job requisition. Ultimately, in determining your pay, we may also consider your experience, and other job-related factors.

Qualifications

• 10+ years of overall business experience, including strong experience within IT or technology-focused organizations.
• 5+ years of demonstrable project management experience, including successful management of large-scale technology deployments.
• Exceptional planning, communication (written and verbal), presentation, and organizational skills.
• Shown ability to handle multiple concurrent tasks and projects, consistently meeting deadlines in a fast-paced environment.
• Strong attention to detail and a proactive, self-starter approach.
• Proficiency in Microsoft Office Suite (Word, Excel, Project, PowerPoint, SharePoint).
• Advanced social skills with a confirmed ability to build and maintain strong individual and team relationships.
• Sophisticated project management skills, including project and resource planning, change management, risk and issue management, and financial reporting.
• Demonstrated ability to adapt to changing priorities and handle ambiguity effectively.
• Validated ability to build consensus among diverse collaborators and establish strong rapport.

Desired Skills & Experience:

• Growth mindset with a passion for continuous learning and professional development.
• Knowledge of Agile methodologies and the SDLC lifecycle.
• Solid understanding of software development lifecycle and methodologies.
• PMP certification.
• Experience working with and managing external technology vendors.
• Experience developing strategic plans and interacting with executive leadership.

Additional Information
Benefits eligible: This position offers health and welfare benefits, a 401(k) plan, adoption assistance program, educational assistance program, flexible ways of working, and time off policies (including sick leave, parental leave, and vacation/PTO). Eligibility requirements apply to some benefits and may depend on job classification and length of employment.
Bonus eligible: This position is eligible for a bonus, calculated based on individual and company performance.
Long term Incentive eligible: This position is eligible for stock or other equity grants pursuant to McDonald’s long-term incentive plan.
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 mcdhrbenefits@us.mcd.com. 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

• Strategic Leadership: Develop and implement the vision and strategic roadmap for the OTP Program in close partnership with senior leadership, aligning with overall business objectives.
• Program Management: Oversee short-term and long-term program deliverables, ensuring aligned workstreams remain on track and achieve defined critical metrics.
• Event Management: Plan and execute the annual OTP Pro Conference, a key engagement event with over 1,000 attendees, enhancing its impact on program awareness and knowledge sharing.
• Communications & Stakeholder Engagement: Collaborate with the communications team to develop and disseminate targeted messaging across all interpersonal levels—from executive updates to tactical communications with the OTP community—fostering transparency and alignment.
• Training & Development: Partner with the Learning and Development team to conduct thorough training needs assessments for OTPs and suppliers. Modernize and enhance learning pathways to ensure continuous skill development and adaptation to evolving technologies.
• Technology Deployment & Support: Collaborate with specialized OTPs and consultants to support McDonald’s teams in the evaluation, testing, and seamless deployment of new technologies within restaurants.
• Incident Management & Escalation: Serve as a point of escalation for critical technology issues reported by the OTP community, ensuring timely resolution and minimizing business disruption. Provide after-hours support as needed for major incidents.
• Relationship Management: Cultivate and maintain strong relationships with key partners across US Technology, field staff, franchisees, and vendors, fostering collaborative partnerships.
• Budget & Vendor Management: Develop and handle the OTP Program budget, ensuring alignment with strategic priorities and business needs. Supervise the development and approval of statements of work, ensuring contractual obligations deliver expected value and return on investment.
• Project Execution: Run projects from initiation to closure, demonstrating appropriate project management methodologies (e.g., Waterfall, Scrum, Kanban) based on project requirements.
• Process Improvement: Proactively identify and implement opportunities to optimize processes and enhance efficiency within the OTP Program.
• Performance & Accountability: Foster a culture of accountability and data-driven decision-making to consistently deliver measurable business results