Sr Technical Product Manager - ServiceNow

McDonald's - Chicago, IL

Full-time - Senior

Chicago, IL

Food Services and Drinking Places

About the position

As a Technical Product Manager of SMO Platforms at McDonald's, you will oversee the health and governance of the ServiceNow and Jira platforms, ensuring alignment with business strategies and operational excellence. This leadership role involves managing platform support teams, facilitating the adoption of standards, and translating business needs into technical requirements. You will play a crucial role in shaping the transformation of infrastructure and operations products and services within the McDonald's environment.

Responsibilities

• Manage a suite of ITSM technology products with significant business impact.
• Own the definition of the product roadmap.
• Coordinate integration and maintenance of tools and processes with ITSM platforms including ServiceNow, Jira, and PagerDuty.
• Lead the team in alignment with business strategy, roadmap, and platform governance.
• Articulate vision and improve business value of ITSM platforms.
• Oversee ITSM platform instances and manage critical issues.
• Preside over design configuration decisions to ensure alignment with platform design strategy.
• Shape demand for enterprise consumption and maintain overall roadmap.
• Facilitate training, testing, release, and post-release support activities.
• Outline vendor partnerships and plan platform support team deliverables.
• Continuously evaluate and improve platform health for secure systems.
• Work with development teams to handle backlog and prioritize activities.
• Lead a team managing ITSM platform costs and chargebacks.
• Partner with business leaders and technical product managers for long-term viability of systems/products.
• Remove bottlenecks to enable team independence.
• Drive proactive identification of gaps and opportunities within the organization.
• Coach junior technical product managers to refine their capabilities.

Requirements

• 12+ years of technical product management or relevant experience with a Bachelor's degree, or 8+ years relevant experience with a Master's degree.
• 7+ years of experience as a ServiceNow product manager.
• 1-3 years of experience as a Jira product manager.
• Significant experience partnering with service providers and leading service provider development teams.
• Experience integrating ITSM platforms like ServiceNow with cloud-based platforms (AWS, Azure, Google Cloud).
• Knowledge of Dev/Ops and CICD pipelines related to automation and integration with ServiceNow.
• Strong understanding of customer centricity in product management.
• Ability to embody core values: Serve, Inclusion, Integrity, Community, and Family.
• Strong analytical skills and detail orientation for problem-solving.
• Commitment to continuous learning and staying updated with industry trends.

Nice-to-haves

• New Product Integration (NPI) experience.
• Understanding of data analytics, machine learning, and mathematical optimization.
• Experience integrating ServiceNow with monitoring tools like New Relic.
• Knowledge of Configuration Management Data Base (CMDB) and Asset Management.
• PagerDuty administration or product manager experience.
• Agile Practitioner certification.

Benefits

• Sabbatical program
• Tuition assistance
• Flexible work arrangements