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Manager - Vendor Relationship Management

4 months ago

Chicago, United States McDonald's Corporation Full time

**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.

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
- 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 benc