Manager, Change Management

We are seeking a Manager, Change Management (OCM) to lead a core change workstream for the Enterprise Service Management (ESM) Program.

ESM is a multi-year enterprise transformation designed to standardize, simplify, and elevate service delivery across McDonald's. The program establishes a unified ServiceNow "Golden Instance" and a single, experience-led entry point for employees, franchisees, and partners to access services consistently and efficiently. Through common standards, shared knowledge, and AI-enabled capabilities, ESM reduces cost and complexity while improving service quality, reliability, and user experience. Ultimately, the program enables Global Business Services, Technology, and other functions to scale services with greater agility, transparency, and customer focus.

This role is accountable for driving readiness, adoption, and sustained ways of working across impacted business and functional stakeholder groups. The Manager will ensure the ESM transformation delivers measurable improvements in consistency, governance, and reporting, enabling continuous value realization and future enhancements.

The role requires close partnership with program and functional leaders to align change strategy with business outcomes, manage enterprise-level impacts, and embed change capability into day-to-day operations.

Future assignments may span additional McDonald's functional and enterprise transformation initiatives.

Reporting & Alignment

This role reports to the Senior Manager, Change Management (Change & Organization Activation COE) and operates in a strong matrixed partnership with ESM program and functional leadership.

Duties

Lead Change Sub-Workstreams (ESM Program)

• Lead and execute assigned change management sub-workstreams aligned to the end-to-end ESM change strategy, enterprise change framework, and program milestones.
• Translate ESM process and platform changes (e.g., workflows, templates, approvals, repositories) into clear, role-based impacts, communications, training, and adoption actions for global business audiences.
• Partner closely with program leadership and key stakeholders across Global People, Global Technology, and Global Business Services (GBS) to ensure integrated delivery across process, technology, data, and service readiness.

Drive Readiness, Adoption, and Measurement

• Conduct change impact assessments, stakeholder analyses, and readiness evaluations across regions, functions, and user personas.
• Define, track, and report on adoption and readiness metrics (e.g., training completion, go-live readiness, platform usage, process compliance, stakeholder sentiment).
• Use data-driven insights to identify risks, adjust change strategies, and accelerate adoption and value realization.

Enable Communications, Learning, and Performance Support

• Lead the design and delivery of targeted change communications aligned to program milestones and leadership priorities.
• Partner with Learning & Development and product teams to shape learning strategies and deliver role-based enablement (e.g., job aids, quick guides, demos, office hours, hypercare, train-the-trainer).
• Ensure learning and performance support are embedded into day-to-day workflows and reinforced post go-live.

Advance Enterprise Change Capability

• Apply and champion McDonald's enterprise change standards, tools, and ways of working.
• Capture and share lessons learned and best practices with the Change & Organization Activation (COA) COE to continuously strengthen enterprise change capability.
• Advise and coach leaders on effective sponsorship, change strategy execution, and outcome measurement.

Keywords: Organizational Change Management (OCM), Change & Communications, Training Enablement, Adoption & Readiness, ServceNow, Moveworks, Global Deployment, Employee Experience, McDonald's Global Business Services - Change & Organization Activation COE, Required

• Bachelor's degree in Business, Human Resources, Change Management, or a related field.
• 5+ years of experience supporting complex, enterprise-scale transformation initiatives.
• Strong expertise in structured change management methodologies, including change impact and readiness assessments, stakeholder engagement, and change communications.
• Demonstrated ability to influence and lead across business, functional, and technology teams without direct authority.
• Proven experience defining and tracking adoption KPIs, readiness metrics, and value realization outcomes.
• Ability to operate effectively in fast-paced, ambiguous environments while managing multiple, competing priorities.

Preferred Experience

• Experience supporting process-led global standardization initiatives, including global process ownership, management of local nuances, and exception governance.
• Demonstrated success partnering with stakeholders in risk-managed, policy-driven, or regulated environments.
• Experience designing and delivering role-based training and performance support for legal, operational, and business requester audiences.
• Experience supporting global, multi-market deployments using persona-based change planning approaches.
• Proven ability to translate system and platform capabilities (e.g., workflows, templates, clauses, reporting) into sustainable, adoptable ways of working.
• Experience-led change, service design, or journey-based change approaches.
• Strong process design, data-driven mindset, and storytelling capabilities.
• Experience working with globally distributed teams and cross-functional partners.
• Experience driving adoption of enterprise service platforms or employee portals (e.g., ServiceNow-enabled transformations).

Bonus Eligible: EDIT

Long - Term Incentive: EDIT

Benefits Eligible: EDIT

Salary Range

The expected salary range for this role is $115,872.00 - $144,840.00 per year, Benefits eligible: This position offers health and welfare benefits, a 401(k) plan, adoption assistance program, educational assistance program, flexible ways of working, and time off policies (including sick leave, parental leave, and vacation/PTO). Eligibility requirements apply to some benefits and may depend on job classification and length of employment.

Bonus eligible: This position is eligible for a bonus, calculated based on individual and company performance.

Long term Incentive eligible: This position is eligible for stock or other equity grants pursuant to McDonald's long-term incentive plan.

McDonald's is proud to be one of the most recognized brands in the world, with restaurants in over 100 countries that serve 70 million customers daily. We continue to operate from a position of strength. Our updated growth strategy is focused on staying ahead of what our customers want and realizing further growth potential. Our relentless ambition is why McDonald's remains one of the world's leading corporations after almost 70 years. Joining McDonald's means thinking big and preparing for a career that can have influence around the world. At McDonald's, we see every day as a chance to create positive impact. We lead through our values centered on inclusivity, service, integrity, community and family. From support of Ronald McDonald House to our Youth Opportunity project and sustainability initiatives, our values keep us dedicated to using our scale for good: good for our customers, people, industry and planet. We also offer a broad range of outstanding benefits including a sabbatical program, tuition assistance and flexible work arrangements.