Senior Vendor Relationship Manager

4 weeks ago

Chicago, Illinois, United States McDonald's Corporation Full time
Job Description:

The Senior Vendor Relationship Manager is responsible for planning, directing, and coordinating operational aspects of managed services contracts and other vendor contracts as assigned. This role builds a highly collaborative relationship on behalf of McDonald's with its strategic vendors.

This position maintains a thorough knowledge of all aspects of McDonald's Technology managed services contracts and serves as the initial point of contact on issues that are escalated from functional areas.

The Senior Vendor Relationship Manager counsels and advises McDonald's personnel globally on operational services delivered by in-scope vendors. This includes overseeing the issue management and action item management processes, and other actions to improve vendor relations and performance.

Near-term responsibilities include driving the implementation of the multi-tier governance processes as outlined in the managed services contract and the internal McDonald's governance processes with regard to managing the vendor.

Longer-term, this role will focus on monitoring and improving the quality of relationships between McDonald's Technology and its vendors.

The Senior Vendor Relationship Manager will also have direct oversight and responsibility over direct resources, working closely to develop their skills, aptitude, and responsibility/oversight in their performance.

Key Responsibilities:

  • 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)
  • Establish productive management-level relationships with vendors to ensure the two-way flow of information and appropriate identification, tracking, and resolution regarding strategies, priorities, requirements, issues, and action items
  • Manage the overall governance process between McDonald's and vendors to assure continuous alignment between the parties
  • 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
  • Monitor the health and performance of the McDonald's-vendor governance process and recommend adjustments to improve its effectiveness on an ongoing basis
  • Work with and advise the McDonald's Manager on contract-related issues and disputes from identification to final resolution, including assignment/ownership, tracking, escalation, reporting, and improvement or other action plans
  • Work with key stakeholder groups to ensure the overall effectiveness of the managed services relationship(s) and other vendor relationships as assigned
  • Participate in identifying any additional sourcing opportunities within existing provider relationships
  • Oversee a periodic customer satisfaction survey process, including follow-up and remedial action plans
  • Conduct formal vendor reviews through the governance structure to include contract commercial performance, future outlook, and results of benchmarks and other market assessments
  • Monitor service level agreement (SLA) performance and support resolution efforts when issues arise
  • Works with Technology leaders and vendors to establish and measure key performance indicators (KPIs), critical performance indicators (CPI), and other metrics that make valuable contributions 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

Qualifications:

  • Demonstrated strong outsourcing functional knowledge, contract administration, project, and financial management experience
  • 10 years' experience with IT contract management and relationship administration
  • Experience managing strategic vendor relationships and large contracts
  • Experience with and significant knowledge of IT outsourcing and performance management methods, calculations, and standard processes in particular
  • Proven analytical and problem-solving abilities
  • Demonstrated ability to effectively prioritize and complete tasks under time pressure
  • Proven project management skills; experience in business systems and process planning
  • Excellent written and oral communication skills; ability to clearly communicate ideas in business-friendly and user-friendly language
  • Demonstrated ability to remain calm under pressure and act as a settling influence in a crisis
  • Solid ability to resolve conflicts quickly and settle disputes equitably
  • 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 approach

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