Sr Manager, Knowledge Management [T500-23138]

About McDonalds:

One of the worlds largest employers with locations in more than 100 countries, McDonalds 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.

LEVEL / JOB TITLE: G5, Senior Manager, Knowledge Management (Governance & Standards Lead)

REPORTS TO:

• Knowledge Management Lead

ROLE DESCRIPTION:

We are seeking a Knowledge Management Governance & Standards Senior Manager within the Enterprise Service Management (ESM) team responsible for managing the knowledge repository and defining the supporting structures that ensure its usability and effectiveness across Global Business Services (GBS), Global Technology, and other key corporate functions. This role requires a strong attention to detail and cross-functional collaboration to support knowledge management needs across various facets of the organization.

This position plays a critical role in governing and managing the overall knowledge taxonomy that enables consistent navigation and structure across functions. Working closely with the Knowledge Management Lead, you will enforce the knowledge management standards, supporting platform usability and accessibility.

ROLE RESPONSIBILITIES:

Primary responsibilities:

SKILLS & EXPERIENCE:

• Define, establish and own a solid KM process across the enterprise. Enforce the defined policies and standards across the full KM lifecycle
• Manage the overall knowledge taxonomy and ensure it is effectively integrated into the designated knowledge repositories across all content types. Ensure it enables easy plug in of Gen AI & Agentic AI.
• Ensure KM life cycle mgmt. (incl . version control and content updates) is established and KM remains up-to-date and fit-for-purpose either through timely revalidation of KM Owner, content validity, etc. or according to CSAT/ customer feedback
• Generate reports against key metrics to provide transparency and visibility into content quality, adherence to defined standards, and the overall user experience with knowledge repositories. Works with KM Owners in Functions to establish continual improvement initiatives on KM quality, adherence and adoption
• Establish CoPs (Community of Practice) with KM owners and ESM/KM teams in functions to ensure KM is established, maintained and prioritized across all Functions
• Define & establish KM bases structure and properties in ServiceNow and across the other KM tools in the enterprise. Establish regular reviews with Functions to ensure KM bases structures are fit-for-purpose with Gen AI and agentic AI
• Conduct recurring reviews and audits with key stakeholders to ensure KM bases are accurate and relevant
• Generate insights from key usage metrics and observed behaviors across the various knowledge repositories
• Support enablement efforts by delivering training, tools, and guidance on knowledge management standards, to empower functional teams to contribute high-quality knowledge consistently and confidently
• Identify, assess, and advocate for continuous improvement to knowledge management content, templates, taxonomy, and tools, to drive innovation, efficiency, and business value through better knowledge practices
• Bachelor's degree required, Maste Degree preferred
• 7-11 years of experience in knowledge management, content governance, or enterprise information management within a complex, global organization, or shared services environment
• Demonstrated experience implementing and managing enterprise knowledge platforms (e.g., ServiceNow, SharePoint, etc.)
• Experience developing and operationalizing KM frameworks and lifecycle processes across multiple functions or geographies
• Strong, professional interpersonal and communications skills, both verbal and written
• Highly organized, proactive, and adaptable, with the capability to manage multiple priorities in fast-paced, ambiguous environment
• Experience supporting or leading knowledge management initiatives across functional areas, with demonstrated ability to balance global standards with local relevance
• Strong project management skills, with a track record of delivering content frameworks, governance models, or platform enhancements on time and within scope