Supervisor, Service Management
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Before you apply
LocationUK
Typefull-time
SeniorityMid
DepartmentGlobal Technology Infrastructure & Operations
Company size10,000+ people
PostedOct 1, 2026 · 1mo ago
Verified live2d ago
At a glanceSummarised by Seekless from the posting.
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)
Clear written communication skills with ability to produce short, practical documentation and runbooks
Ability to think strategically and work across all levels within the organisation
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 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
Experience with Observability/SRE/Platform/DevOps (internships welcome)
Data Engineering, data modeling, and transformation experience
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
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
We do not tolerate inequality, injustice or discrimination of any kind
Skills
Python
SQL
JavaScript
Java
Grafana
New Relic
Cribl
Loki
LogQL
ServiceNow
Prometheus
Cloud Computing
Linux
Kubernetes
Istio
CloudWatch
Datadog
JSON
YAML
Microsoft Office
Jira
Confluence
Git
AWS
EC2
Benefits
Sabbatical program
Tuition assistance
Flexible work arrangements
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.
Department Overview
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.
Benefits
• 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.
Duties
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
Qualifications
•
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 gives us strength.
We do not tolerate inequality, injustice or discrimination of any kind. These are hugely important issues and a brand with our reach and relevance means we have a very meaningful role to play.
We also recognise our responsibility as a large employer to continue being active in our communities, helping to develop skills and drive aspirations that will help people to be more aware of the world of work and more successful within it, whether with McDonalds or elsewhere.