Supervisor, Service Management (Demand 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.

Role - Supervisor, Service Management (Demand Management)

ROLE DESCRIPTION:

We are seeking a Change Control & Demand Management Support Supervisor to join the Enterprise Service Management (ESM) team to support foundational service management operations across Global Business Services (GBS). This role positions you at the center of enterprise transformation, where you'll support foundational service management operations, governance execution, demand intake and assessment processes, and manage the end-to-end change control process.

The Change Control and Demand Management Support role provides operational and coordination support for the enterprise demand and enhancement intake process across GBS enabled services. This role works closely with Functional Service teams and technology to help plan and facilitate key governance forums and manage new service demand requests for GBS. The role will support intake, screening and prioritization of opportunities to ensure alignment with key strategic objectives; and ensure demand requests are captured, tracked, and updated consistently in support of transparency and informed prioritization.

ROLE RESPONSIBILITIES:

Primary responsibilities:

• Support end-to-end demand intake processes for new GBS services by ensuring requests are logged accurately and aligned to defined intake standards and strategic priorities.
• Coordinate with Function Owners and service teams to gather required information and clarifications for demand requests Maintain the demand backlog and pipeline, including status updates, aging, and throughput tracking.
• Prepare demand summaries and reports to support prioritization discussions led by the Performance & Demand Management Lead.
• Update demand records based on prioritization outcomes and communicate status changes to submitting teams.
• Support consistency and transparency by ensuring demand data is standardized, current and accessible across functions.
• Identify recurring intake issues or bottlenecks and flag them for process improvement.
• Maintain demand records within ServiceNow or other enabling tools.

SKILLS & EXPERIENCE:

• Bachelor's degree required.
• 4-6 years of experience in service management governance, enhancement management and new service intake within a complex, global organization, or shared services environment.
• Direct experience in establishing and executing governance frameworks and operationalizing intake and prioritization processes.
• Strong organizational and follow-up skills with attention to detail.
• Ability to manage multiple requests and coordinate inputs from different teams.
• Clear written and verbal communication skills.
• Familiarity with enterprise intake or service management tools preferred.
• Highly organized, proactive, and adaptable, with the ability to manage multiple priorities in fast-paced, ambiguous environment.