Sr Manager, Service Delivery

About the role

The Global Process Lead (GPL) for Order to Cash (OTC) owns the end-to-end global design, governance, and continuous improvement of OTC processes across McDonald’s. The role ensures consistency, standardization, and compliance across all global markets, while enabling localized needs where appropriate. This role partners closely with functional solutions, IT, Change Management, and Process Controls to drive strategic process excellence for fixed assets and project accounting.

Responsibilities

• Design end-to-end OTC processes (e.g., customer master data, billing, collections) that drive global standardization while accounting for necessary market localization.
• Liaise with run-state GPLs and operations to clarify or refine global design for greater efficiency.
• Identify the business requirements to support the design of global (and local) processes in the ERP and supporting systems and collaborate with technology and functional solutions to translate business requirements into system design and configuration.
• Develop supporting manual business processes where system capabilities do not exist.
• Identify key business and IT controls with Internal Audit/SOX and integrate them into process design.
• Validate that Standard Operating Procedures (SOPs) accurately reflect global design, including roles, responsibilities, escalations, and cut-offs.
• Support development of UAT scripts ensuring they reflect real-world business operations and local nuances.
• Assist with training in new global processes (not system training) by providing deep process insights.
• Validate data conversion strategy, including data in scope, cutover needs, and requirements for cleansing or enrichment.

Qualifications

• Bachelor’s degree in accounting, Finance, or a related field.
• Experience with end-to-end accounting or finance business process design and/or continuous improvement.
• Experience with global ERP implementation projects.
• Exceptional written and verbal communication skills, including ability to engage with senior leadership.
• Strong analytical, benchmarking, and problem-solving skills.
• Demonstrated ability to influence, drive change, and act with both decisiveness and collaboration.
• Ability to quickly absorb complex systems and process knowledge and apply it strategically.

Compensation

Compensation details are provided in the job description.

Benefits

This position offers health and welfare benefits, including but not limited to comprehensive health insurance, which includes medical, prescription drug, mental health, dental and vision coverage, as well as, life insurance. It is also eligible for a bonus and stock or other equity grants pursuant to McDonald’s long-term incentive plan.

Additional Information

McDonald’s is an equal opportunity employer committed to the diversity of its workforce and provides reasonable accommodations to qualified individuals with disabilities.