Supervisor, Service Management

About Us

McDonalds has run its business in the UK since 1974 and currently operates over 1500 restaurants across the UK and Ireland, serving almost four million customers each day. McDonalds is one of the UKs largest private sector employers, employing over 170,000 people.

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 Charities 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.

• Take a class at Hamburger University
• Sample future items in our Test Kitchen
• Utilize the latest technology to connect with your team around the globe

We are an equal opportunity employer committed to the diversity of our crew members, staff, operators, and suppliers. We promote an inclusive work environment that creates feel-good moments for everyone.

Job Description
As a Supervisor, Service Management – Observability within the GTIO Service Management Office, you will play a critical role in supporting many individuals within global & market accessing and using the observability platforms which support the availability, reliability, and scalability of our customer and store systems.
Success in this role will require excellent critical and customer-obsessed thinking, the ability to influence and deliver through others, a curious mindset, and an appetite for innovation, together with the ability to engage, mobilise and excite our people and partners around business change.
To achieve this, you will work across all departments and be required to act as the ‘go-to’ for Business Change, working closely with the leadership team and subject matter experts to understand and empathise with what people need for success.

What team will I be part of?
Global Technology Infrastructure & Operations team (GTIO), where our mission is to deliver modern and relevant technology that supports the way McDonald’s works. We provide best-in-class foundational technology products and services including Global Networking, Cloud, End User Computing, and IT Service Management. It’s our goal to always provide an engaging, relevant, and simple experience for our customers.

Dashboards & Reporting (Grafana/New Relic)
• Build and maintain product and service dashboards (incl. user-journey and SPOG views).
• Own KPI / monthly reports and recorded/saved queries; improve panel performance and hygiene.
• Partner with stakeholders to define meaningful metrics and present results clearly.

Data Source & Log Integration (Loki/EC2/Cloud)
• Configure and maintain data sources (Loki, EC2/Cloud, Prometheus/others).
• Implement and maintain visualizations from all types of data streams.
• Troubleshoot ingestion, labeling, and parsing to keep signals clean and actionable.

APM/Infra Admin (New Relic)
• Support account & user management, agent installations, alert setup/disable, and workflow automations.
• Monitor usage and cost reports; recommend optimizations.

Pipelines & Data Hygiene (Cribl)
• Assist with pipeline scripting for routing, enrichment, filtering, and data movement.
• Help maintain data streams and document patterns for reuse.

Incident & Request Flow (ServiceNow)
• Triage and update tickets related to observability tools and requests.
• Contribute to runbooks and ensure incident/alert mappings stay current.

Enablement & Best Practices
• Ramp up new teams on the platform; publish concise best-practice guides.
• Standardize folders, tags, and ownership; improve signal-to-noise

• Experience with Observability/SRE/Platform/DevOps (internships welcome).
• Essential technical skills in Python, SQL, and JavaScript.
• Hands-on experience with at least two of the following: Grafana, New Relic, Cribl, Loki/LogQL, ServiceNow.
• Comfortable writing queries (Grafana transformations, LogQL, NRQL basics) and reading JSON/YAML.
• Familiarity with Cloud Computing concepts.
• Basic Linux understanding.
• Intermediate-level Python and Java scripting skills (must have).
• Data Engineering, data modeling, and transformation experience is a plus.
• Clear written communication skills with the ability to produce short, practical documentation and runbooks.

Nice to have:

• Basic understanding of Kubernetes/Istio signals (logs, metrics, traces).
• Experience with Prometheus/PromQL, CloudWatch, or other Grafana data sources.
• Experience with workflow automation tools (Datadog/New Relic/Grafana Alerting) and cost governance.
• Exposure to data pipelines (Cribl) and log enrichment patterns.

What background do I need to have?

• Ability to think strategically and work across all levels within the organisation while acting with integrity and managing upwards accordingly.
• Proven track record of managing change effectively across cross-functional teams, global and segment structures, and matrix organisations.
• Ability to influence and engage effectively.
• Strong communication and storytelling skills.
• Works with energy, empathy, and passion and can inspire the same in others.
• Able to quickly build genuine and collaborative relationships with stakeholders.
• Highly collaborative work style with the ability to engage and mobilise teams around common goals.
• Ability to identify problems and solve them creatively.
• Curious mindset, never settling for the status quo and advocating for continuous improvement.
• Seeks and acts on feedback and proactively works on personal and professional development.
• Proficient with Microsoft Office applications, Jira, and Confluence.

At McDonald's, we are People from all Walks of Life...

Company Vision and Culture

Our Global vision is to build a better McDonalds and in the UK and Ireland we are working hard to be the UK & Irelands best-loved restaurant company.

McDonalds is defined by its culture. Our culture shapes and informs everything we think and everything we do. Our culture influences the way we interact with each other, and how we interact with customers, franchisees and suppliers. Our culture motivates and inspires us to attract and retain great talent, creating positive, energising, exceptional working environment for us all.

Our values drive our culture and shape our beliefs, our priorities and our actions. They influence the decisions we make, how we treat one another and how we show up as a brand to the world.

Serve: We put our customers and our people first

Inclusion: We open our doors to everyone

Integrity: We do the right thing

Community: We are good neighbours

Family: We get better together

At McDonalds we are People from all Walks of Life...

People are at the heart of everything we do, and they make the McDonalds experience. We embrace diversity and are committed to creating an inclusive culture that means people can be their best authentic self in our restaurants and offices, which helps us to better serve our customers. We have a strong heritage of diversity and representation within our communities, which we are proud of. The diversity of our people, customers, Franchisees and suppliers gi