Sr Manager, Knowledge Management

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 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 TITLE: G5, Senior Manager, Knowledge Management (Content Mgmt. Lead)

Knowledge Management Lead

ROLE DESCRIPTION:

We are seeking a Knowledge Management Content Mgmt. Senior Manager within the Enterprise Service Management (ESM) team responsible for defining, implementing and overseeing the end-to-end content lifecycle processes and quality standards for knowledge across the enterprise. This role requires a strong attention to detail and cross-functional collaboration to support knowledge management needs across various facets of the organization.

This role is critical for ensuring knowledge is up-to-date, accessible and complete, adhering to the guidelines established for the knowledge management process. You will help foster a culture of continuous learning and knowledge sharing by equipping the enterprise with the tools and technologies to support this endeavor.

ROLE RESPONSIBILITIES:

Primary responsibilities:

SKILLS & EXPERIENCE:

• Define principles, guidelines and best practices for content creation and content publishing across the enterprise (in ServiceNow and in all enterprise Content Mgmt repositories. e.g. intranet(s)) for all Content personas, with strong focus on end-user facing (i.e. L0) content - to drive shift-left, self-serve & self-solve.
• Define content lifecycle policies including review, approval, expiration, and archival processes. Ensure Gen AI is fully embedded in the life cycle management and that any new AI generated content follows the same life cycle mgmt. process.
• Maintain and uphold quality standards for content management across all published content
• Ensure content ownership and accountability is properly established in all Functions.
• Act as business owner for all content mgmt. systems (CMS) in the enterprise.
• Guide the integration of the content taxonomy into the designated repositories, to optimize searchability, classification accuracy, and alignment with user needs
• Partner with Content Owners and service delivery teams in Functions to manage and review content published across various CMSs (e.g., process workflows, onboarding materials, FAQs, job aids)
• Collaborate with stakeholders to validate content accuracy, clarity, and relevance – across all the defined personas (especially for L0 content) - through regular content reviews and audits
• Oversee scheduled knowledge reviews and updates, managing the full content lifecycle from publication to retirement
• Monitor and analyze usage metrics and engagement data related to knowledge content to evaluate effectiveness
• Deliver training and guidance to stakeholders on knowledge management standards, tools, and best practices to foster content ownership, enhance usability, and drive consistent adoption across functions
• Bachelor's degree required, master's degree preferred
• 7-11 years of experience in knowledge management, content development, or enterprise information systems
• Demonstrated experience implementing and managing enterprise knowledge platforms (e.g., ServiceNow, SharePoint, etc.)
• Collaborative team player with the ability to build effective relationships across functions, including service owners, subject matter experts, and platform teams
• 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 capabilities, with experience leading or supporting cross-functional content initiatives and coordinating knowledge reviews and updates