Manager, Service Request Management

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.

The Service Request Manager is responsible for the day‑to‑day execution and optimization of enterprise service request management across GBS‑enabled services. This role ensures service requests are clearly defined, consistently structured, and efficiently fulfilled through the enterprise service catalog and request workflows.

The Manager partners closely with Functional Service Owners, Service Catalog, Case Management, and Platform teams to ensure request experiences are intuitive, standardized, and aligned to service definitions. The role focuses on request execution, operational efficiency, and continuous improvement, supporting a consistent front door experience for employees, suppliers, and partners.

• Execute and maintain enterprise service request standards, including request definitions, fulfillment steps, and supporting documentation
• Partner with Functional Service Owners to define and maintain requestable services aligned to the service catalog
• Coordinate with Service Catalog and Platform teams to ensure service requests are accurately configured in enterprise tools (e.g., ServiceNow)
• Monitor service request volumes, cycle times, and fulfillment trends, identifying opportunities to improve efficiency and clarity
• Support continuous improvement of request workflows by identifying simplification, automation, or standardization opportunities
• Ensure clear handoffs between service requests and case / incident processes, minimizing confusion for end users
• Support readiness and adoption by validating request usability, instructions, and supporting information
• Maintain documentation and reporting related to service request performance and usage

• Bachelor's degree required
• 5–8 years of experience in service request management, service operations, or enterprise service management support roles
• Experience working with service request workflows and fulfillment models
• Familiarity with enterprise service platforms such as ServiceNow
• Strong coordination and stakeholder management skills
• Detail‑oriented with a focus on operational efficiency and user clarity
• Clear written and verbal communication skills

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.