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 recent 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.

JOB OVERVIEW

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.

DUTIES

* 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 process

📌 Manager, Service Request Management (Hyderabad)
🏢 McDonald's
📍 Hyderabad