Manager - Vendor Relationship Management

Company Description:

McDonald's evolving Accelerating the Arches growth strategy puts our customers and people first and demonstrates our competitive advantages to strengthen our brand. We are recognized on lists like Fortune’s Most Admired Companies and Fast Company’s Most Innovative Companies.

Doubling Down on the 4Ds (Delivery, Digital, Drive Thru, and Development)

Our growth pillars emphasize the critical role technology plays as the best-in-class, global omni-channel restaurant brand. Technology enables the organization through digital technologies, and improving the customer, crew and employee experience each and every day!

Global Technology forging the way

Leading the digitization of our business is the Technology organization made up of innovation specialists who build industry defining tech using the latest innovations and platforms, like AI and edge computing to deliver on the next set of groundbreaking opportunities for the business. We take on technology innovation challenges at an incredible scale, and work across global teams who are always hungry for a challenge! This provides access to compelling career paths for technologists. It’s bonus points when you get to see your family and friends use the tech you build at their favorite McD restaurant.

Job Description:

The Vendor Relationship Manager, Vendor Management Office (VMO) is responsible for relationship management with assigned McDonald's portfolio of providers. Leads the portfolio management for Global Technology assigned providers and supervises the efficiency of the VMO within Global Technology.

Working closely with McDonald’s teams to cultivate existing and establish new provider relationships to assist delivering Technology and other initiatives. Responsible for the full supplier lifecycle from identifying, negotiating, on-boarding to handling provider’s performance via a structured governance process. Collaboration with other members of the VMO, Global Technology, Delivery teams, Global Sourcing, Senior Management and Providers.

Responsibilities:

• Manager level position responsible for managed services for technology.
• Facilitates the engagement of key executives in the governance processes for assigned Service Provider(s), including the facilitation of key decisions related to agreements
• Define, develop, document, and establish appropriate communication to McDonald’s Technology and business partners on the operational responsibilities and services provided through the managed services contract(s)
• Executes on the VMO strategy on behalf of McDonald’s
• Serve as a subject matter authority to McDonald’s stakeholders, corporate procurement and legal to obtain their assistance in contract-related activities
• Provide clarity on and interpretations of contractual obligations to McDonald’s personnel, including contract education and awareness
• Manage joint McDonald’s -vendor action items arising from governance decisions from inception through completion, including capture, assignment/ownership, tracking, status reporting at appropriate governance meetings, and closure
• Facilitate timely problem resolution of contractual issues to minimize impact of service disruptions to McDonald’s Global Technology and business partners
• Monitoring performance of contracts against performance indicators to ensure all obligations under agreements are being met
• Work with and advise the McDonald’s stakeholders on contract-related issues and disputes from identification to final resolution, including assignment/ownership, tracking, escalation, reporting and improvement or other action plans
• Ensuring McDonald’s stakeholders understand our contractual obligations and monitors our compliance to them
• This role is responsible for monitoring service level agreement (SLA) performance and supporting resolution efforts when issues arise.
• Works with Technology leaders and the vendor(s) to establish and measure key performance indicators (KPIs), critical performance indicators (CPI) and other metrics that add value to the relationship and support continuous service improvement.
• Define and direct the performance management strategy, SLA Management and reporting processes and tools for all in-scope services
• Perform quality assurance reviews of managed services programs
• Perform reviews of managed services vendors’ services, projects and processes to identify risks and compliance issues on an ongoing basis
• Analyze and maintain performance-related dashboards as well as service performance analytical methods and practices

Accountable for:

• Execute contractual changes with key partners
• Execute changes and/or additions to contract documents (such as SOWs)
• Support Governance process for Providers including Business Reviews, Contract Renewals, Stakeholder Management & liaison between internal functions and Provider.
• Oversee a periodic customer satisfaction survey process, including follow-up and remedial action plans
• Builds McDonald's contractual obligations and supervises compliance to the obligations under the outsourcing agreements
• Support the contract benchmarking and renewal process, with appropriate engagement from partners
• Validates invoices against contract cost and clauses to ascertain whether the set achievements have reached
• Alignment of processes with Global Workforce Solutions
• Coordinate and direct relevant VMO projects as assigned

Qualifications:

The successful candidate for this position will have the following experience and expertise:

• Minimum of 5 years’ experience in Technology related Provider Management with large scale providers and negotiation with provider on service 
• The ideal candidate has strong business judgment with a track record of negotiations and overall relationship management
• Experience with presenting to stakeholders and management
• Excellent facilitation and interpersonal skills; team-oriented, collaborative leadership skills and ability to lead colleagues informally
• Strong prioritization skills
• Demonstrated ability to effectively prioritize and execute tasks under time pressure
• Proven project management skills; experience in business systems and process planning
• Ability to work in an advisory capacity to communicate system and business issues, develop and evaluate alternative action plans, and make recommendations
• Demonstrated ability to work with others and to lead and affect process and organizational change and improvements
• Demonstrated commitment to a continuous improvement mindset
• Adaptable and flexible whilst working in a busy global virtual team
• Bachelors Degree 
• IT outsourcing experience and understanding the software development lifecycle
• Experience within an Agile environment

Additional Information:

McDonald’s is an equal opportunity employer committed to the diversity of our workforce. We promote an inclusive work environment that creates feel-good moments for everyone. McDonald’s provides reasonable accommodations to qualified individuals with disabilities as part of the application or hiring process or to perform the essential functions of their job. If you need assistance accessing or reading this job posting or otherwise feel you need an accommodation during the application or hiring process, please contact mcdhrbenefits@us.mcd.com. Reasonable accommodations will be determined on a case-by-case basis.

McDonald’s provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to sex, sex stereotyping, pregnancy (including pregnancy, childbirth, and medical conditions related to pregnancy, childbirth, or breastfeeding), race, color, religion, ancestry or national origin, age, disability status, medical condition, marital status, sexual orientation, gender, gender identity, gender expression, transgender status, protected military or veteran status, citizenship status, genetic information, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Nothing in this job posting or description should be construed as an offer or guarantee of employment.