Manager, Service Management - Catalog

About McDonald's:

One of the world's largest employers with locations in more than 100 countries, McDonald's Corporation has corporate opportunities in Hyderabad. Our global offices serve as dynamic innovation and operations hubs, designed to expand McDonald's global talent base and in-house expertise. Our new office in Hyderabad will bring together knowledge across business, technology, analytics, and AI, accelerating our ability to deliver impactful solutions for the business and our customers across the globe.

We are seeking a Service Catalog + Portfolio Manager within the People Excellence (PEX) Team responsible for executing Enterprise Service Management (ESM) standards within Global People. Reporting directly into the function, this role partners closely with the ESM Service Excellence team to ensure that the function's service catalog is created, maintained, and governed and measurement reporting and service reviews are executed in alignment with enterprise frameworks.​

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This role requires a strong attention to detail and cross-functional collaboration to support catalog and reporting needs within the function. The role ensures that services are clearly defined, accurately represented, and consistently maintained to support transparency, performance measurement, and a seamless user experience.​

• Adopt and execute enterprise service catalog standards, templates, and data requirements defined by ESM.​
• Maintain the function's service catalog entries, ensuring accuracy, completeness, and alignment with agreed SLAs and service definitions.​
• Coordinate with Service Owners to gather and validate service information and updates.​
• Ensure service catalog entries are properly configured and maintained within ServiceNow.​
• Conduct periodic catalog reviews and quality checks to identify gaps or inconsistencies.​
• Partner with the ESM Service Catalog team to support enhancements, structural updates, and standardization initiatives.​
• Support new service onboarding, and existing service changes and retirements through accurate catalog maintenance.​
• Support and facilitate functional service review forums, documenting outcomes, risks and actions​
• Prepare service performance dashboards, reports, and materials for recurring service reviews​
• Defines service criticality and business continuity attributes and ensures BCPs are in place for critical services​

• Bachelor's degree required.​
• 10-14 years of experience in service management, service catalog management, or operational support within a global or shared services environment.​
• Experience working with ServiceNow or similar enterprise service platforms.​
• Strong organizational skills and attention to detail.​
• Ability to coordinate across service owners, functions, and central teams.​
• Strong written and verbal communication skills.​
• Comfortable operating in structured governance and data‑driven environments.

McDonald's is the world's leading global foodservice retailer with over 40,000 locations in over 100 countries. Approximately 95% of McDonald's restaurants worldwide are owned and operated by independent local business owners. At McDonald's, we lead through our values centered on inclusivity, service, integrity, community, and family. Here is your chance to get in on something special as we grow our corporate team in India and allow you to grow your career.