Manager, Vendor Relationship Management

Department Overview

Global Technology forging the way

Leading the digitization of our business is the Technology organization made up of intrapreneurs who build industry defining tech using the latest innovations and platforms, like AI and Edge computing to deliver on the next set of ground breaking opportunities for the business. At McDonald’s you get to solve technology innovation challenges at an incredible scale, and work across global teams who are always eager for a challenge. This provides access to exciting 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.

Duties

• 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)
• Serve as a subject matter authority to McDonald’s partners, 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 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 supervises 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 advise the performance management strategy, SLA Management and reporting processes and tools for all in-scope services
• Perform quality assurance reviews of managed services programs
• Conducts performance 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:

• Implement contractual changes with key partners
• Fulfill changes and/or additions to contract documents (such as SOWs)
• Support Governance process for Providers including Business Reviews, Contract Renewals, Customer Management & liaison between internal functions and Provider.
• Be responsible for a periodic customer satisfaction survey process, including follow-up and remedial action plans
• Builds McDonald's contractual obligations and supervises compliance 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:

• Bachelors Degree or equivalent experience
• 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 key customers 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 complete tasks under time pressure
• Shown project management skills; experience in business systems and process planning
• Able 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 attitude
• Adaptable and flexible whilst working in a busy global virtual team
• IT outsourcing experience and understanding the software development lifecycle
• Experience within an Agile environment

Compensation

Bonus Eligible: Yes

Long - Term Incentive: Yes

Benefits Eligible: Yes

Salary Range

Salary Ranges-$$112,860.00 - $$143,900.00

Competencies