Department Overview
We are seeking a Director, Service Management within GBS Finance to play a pivotal role in driving operational excellence and strategic prioritization across Global Business Services Finance. This leader will oversee strategic intake and demand prioritization across GBS Finance capabilities, monitor key performance indicators to assess service health, and partner with senior leaders to identify trends, address risks, and drive continuous improvement.
In addition, the Director will lead contract management and SLA governance activities, collaborate closely with Indirect Sourcing & Procurement (IS&P) on vendor and contract negotiations, and manage a team responsible for enabling effective service delivery. Working in partnership with Global Process Owners, Finance Operations leadership, and cross-functional stakeholders, this role will help optimize resource allocation, govern the functional change control process, and ensure transparency, alignment, and disciplined execution across a dynamic and evolving organization.
Duties
Oversee the optimization of service delivery processes and ensure the highest standards of service quality, efficiency, and effectiveness.
• Oversee functional governance and change management processes to support coordinated execution and stakeholder alignment.
• Serve as the voice of the customer for all Global Finance Leaders to ask questions, raise issues, and address concerns.
• Manage the overall intake process and strategic prioritization of demand across all end-to-end capabilities owned by GBS Finance.
• Monitor KPIs to assess the overall health of GBS Finance service delivery against internal standards.
• Lead forums with senior leaders to align on service delivery trends, issues, and continuous improvement opportunities.
• Act as the GBS Finance contract management owner, maintaining contracts, managing SLA performance, and overseeing scorecards.
• Collaborate with IS&P on contract negotiations.
• Partner with Global Process Owners and the Finance Operations Leadership Team to maintain alignment and drive operational improvements.
• Prioritize and scope demand requests, balancing capacity, impact, and strategic fit to optimize resource allocation.
• Support annual planning, operating reviews, and strategic prioritization activities to ensure alignment across GBS Finance.
Qualifications
• Bachelor's degree in Business Administration, Finance, Operations, Strategy, or a related field; advanced degree preferred.
• Minimum of 10 years of experience in service governance, customer experience, operational excellence, or related leadership roles within a global or matrixed organization.
• Demonstrated experience leading cross-functional governance activities and influencing senior leaders to drive customer-centric improvements.
• Strong analytical and problem-solving skills with the ability to interpret KPIs, assess service health, and translate insights into strategic recommendations.
• Proven ability to influence, negotiate, and collaborate with senior stakeholders across functions, geographies, and organizational levels, including G7-G10.
• Experience overseeing contract management, SLA performance, and scorecard governance.
• Experience with automation, digital tools, or diagnostics that enhance service quality, efficiency, and user experience.
• Demonstrated success managing and developing high-performing teams.
• Passion for customer advocacy, simplification, and driving measurable improvements in service delivery and operational alignment.
Salary Range
The expected salary range for this role is $195,371.00 - $244,214.00 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.
Additional Information:
Benefits eligible: This position offers health and welfare benefits, including but not limited to comprehensive health insurance, which includes medical, prescription drug, mental health, dental and vision coverage, as well as, life insurance.
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.
