Sr. Manager, Core ITSM

  • McDonald's
  • Chicago, Illinois
  • May 21, 2023
Full time

Job Description

We are seeking an experienced ITSM Core Senior Manager to coordinate our IT Service Management (ITSM) Core team. This person will be responsible for ensuring the delivery of IT services meets or exceeds the expectations of our customers and business partners. The successful candidate will lead the day-to-day operations of the ITSM Core team and ensure that all ITSM processes and procedures are followed in accordance with best practices and industry standards.


  • Lead the ITSM Core team to ensure the effective delivery of IT services
  • Implement and maintain ITSM processes and procedures in accordance with best practices and industry standards
  • Collaborate with other IT teams to ensure seamless service delivery and communication
  • Ensure compliance with IT governance, risk, and compliance policies and standards
  • Develop and maintain IT service catalogs, service level agreements (SLAs), and service level objectives (SLOs)
  • Monitor and report on IT service performance, including availability, capacity, and reliability
  • Handle vendor relationships and contracts related to ITSM tools and services
  • Provide guidance and support to ITSM team members and other IT staff
  • Continuously review and improve ITSM processes to drive efficiency and effectiveness


  • Bachelor's degree in Computer Science, Information Systems, or related field
  • 8+ years experience in IT Service Management, with at least 3 years in a leadership role
  • Strong knowledge of ITSM frameworks, such as ITIL, COBIT, and ISO 20000
  • Experience with ITSM tools, such as ServiceNow, BMC Remedy, and Cherwell
  • Superb communication and collaboration skills
  • Strong problem-solving and analytical skills
  • Shown ability to develop teams and lead process improvement initiatives

Additional Information

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