Manager, Delivery (Service Delivery Specialist (L&D)

Job title: Manager, Delivery (Service Delivery Specialist (L&D)

Company: McDonald’s


Job description: About McDonalds in IndiaOne 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 new 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 DescriptionJob Description:McDonalds has an exciting opportunity for a Manager, Delivery Service Delivery Specialist (L&D) role based in ourIndia Global Business Services Office. You will be responsible forpartnering with the Scaled Services Contact Center to resolve issues, monitor performance, ensure high-quality services, and analyze feedback related to L&D delivery services, including course scheduling and the virtual delivery technical suite.The candidate is expected to reside in India.Responsibilities:In addition to following McDonalds policies and procedures, principal accountabilities include, but are not limited to:Collaboration & Partnership:

• Partner with Scaled Services L&D Services team to maintain understanding of learner issues and direct paths to resolution, analyzing symptoms, logs and data to resolve issues related to L&D
• Serve as a liaison between the Scaled Services Contact Center and the L&D department, addressing cross-functional dependencies

Performance Monitoring & Quality Control:

• Monitor the performance management for Scaled Services L&D Services employees, identifying barriers to success and participating in Contact Center quality control sessions
• Participate in quality control sessions for the Scaled Services L&D Services
• Oversee the development and management of KPI and performance metrics to benchmark self-service assets and plan performance improvements where needed

Service Excellence & Feedback Management:

• Analyze and understand feedback from learners and stakeholders, including performance of virtual delivery technology, registration process, and course reminders, communicating findings to Scaled Services L&D Services team
• Ensure high-quality self- and concierge services to employees, demonstrating exceptional customer service and effectively addressing their needs and inquiries
• Analyze and understand feedback from Scaled Services L&D Services customers and stakeholders, communicating findings to Scaled Services L&D Services
• Serve as a subject matter expert, staying informed of latest industry trends to influence asset improvements and overall employee experience

QualificationsBasic Qualifications:

• Degree in Human Resources, Business Administration, Organizational Development, or related field; advanced degree preferred
• Experience working in Human Resources, Employee Experience, or Service Delivery
• Experience operating in large, multi-national corporations in a highly matrixed, complex structure
• Experience working across many countries and cultures
• Understands the needs and challenges of global leaders
• Strong analytical and problem-solving skills, with the ability to interpret data and make informed decisions
• Knowledge of learning management systems trends, regulations, and best practices
• Experience working and collaborating with global teams across multiple regions
• Capable of driving cross-functional alignment to streamline processes and initiatives
• Proficient in supporting and contributing to the success of complex, diverse teams across global markets

Preferred Qualifications:

• Service Delivery Expertise & Skills
• Technical knowledge in areas of employee experience or service delivery
• Excellent analytical, problem-solving, and data-analysis skills
• Ability to write well and communicate effectively across all layers of the organization
• Knowledge of HR compliance and data privacy regulations
• Strong business acumen
• Open to learning new systems and processes
• Exceptional communication (verbal and written) and interpersonal skills
• Positive attitude and a willingness to learn; self-starter
• Strong ability to influence others; able to build and drive a strong business case for people as a growth driver
• Continuous improvement and growth mindset

Expected salary:

Location: Hyderabad, Telangana

Job date: Sun, 22 Jun 2025 07:32:30 GMT

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