Operations Technology People Manager

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 inve