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