Mgr-Vendor Relationship Management

Job Description
Company Description:
McDonald's growth strategy, Accelerating the Arches, encompasses all aspects of our business as the leading global omni-channel restaurant brand. As the consumer landscape shifts we are using our competitive advantages to further strengthen our brand. One of our core growth strategies is to Double Down on the 3Ds (Delivery, Digital and Drive Thru). McDonald's will accelerate technology innovation so 65M+ customers a day will experience a fast, easy experience, whether at one of our 25,000 and growing Drive Thrus, through McDelivery, dine-in or takeaway.
McDonald's Global Technology is here to power tomorrow's feel-good moments.
That's why you'll find us at the forefront of transformative technology, exploring new and innovative ways to serve our millions of customers and spread happiness one delicious Hot Fudge Sundae-dipped fry at a time. Using AI, robotics and emerging tech, we're digitizing the Golden Arches. Combine that with our unparalleled global scale, and we're reshaping all areas of the business, industry and every community that is home to a McDonald's restaurant. We face complex tech challenges every day. But that's where our diverse and talented teams come in. They're made up of the best and brightest from all over the globe, and they thrive in the space where feel-good meets fast-paced.
Check out the McDonald's Global Technology Technical Blog to learn how technology and our global team are directly enabling the Accelerating the Arches strategy.
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:

• 5 years experience within an IT or Technology provider management role
• Bachelor's degree in IT or related discipline OR 3-5 years function experience in lieu of a degree
• Demonstrated strong relationship building and management of stakeholders and vendors
• Good conceptual and creative thinking with ability to communicate complex issues and information to all levels of the organization
• Self-driven, detail-oriented individual who actively works to remove barriers to achieving results
• Ability to work in a global fast-paced and agile environment
• Adapts to changes in priorities with ease and is comfortable 'working in the grey'
• Excellent presentation and meeting facilitation skills
• Team orientated, collaborative leadership skills and ability to lead cross-functional colleagues and provider teams
• Demonstrated and strong ability to remain focused under pressure
• Adaptable and flexible while working in a busy global team

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 [email protected] . 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.