Performance/Compliance Manager

McDonald’s is the world’s leading global foodservice retailer with over 36,000 locations in over 100 countries. More than 80% of McDonald’s restaurants worldwide are owned and operated by independent local business men and women.

Utilizing their vast experiences in relationship management, the selected individual will be charged with enabling effective performance oversight for managed services vendor(s), both on shore and offshore. Additionally, this person will be defining standards, processes, and procedures that meet McDonald’s GTS/GES/GTRM policy and compliance objectives.

* 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 * Analyze and maintain performance-related dashboards as well as service performance analytical methods and practices * Agree with vendor on data sources and ratify calculation methods for service levels; work with Technology colleagues to provide appropriate vendor access to GTS/GES/GTRM systems where source data is housed * Track, verify and validate service performance levels and data provided by the vendors * Prepare periodic (e.g., quarterly, annually) plans including financial and performance metrics for the delivery of services and products by in-scope vendors; prepare periodic reports that support evaluation of vendor performance including attainment of objectives and improvements contemplated in a service improvement plan * Work with the Finance/Demand Manager to ensure that requests for vendor services are properly processed and authorized and that associated deliverables and obligations are properly delivered at acceptable levels of quality * Oversee the vendor’s execution of contractual Customer Satisfaction Survey requirements, including GTS/GES/GTRM review of proposed survey questions; ensure that results are accurately reported to the appropriate governance bodies for review and follow up action identification, tracking and resolution * Work with GTS/GES/GTRM solution and service delivery managers to identify and track non-contractual service performance metrics of value to Technology and business partners for in-scope services * Conduct service level agreement (SLA) reviews at least annually to determine whether the specified service level metrics and measures are continuing to meet the needs of GTS/GES/GTRM Technology and business partners * Work with corporate procurement to determine GTS/GES/GTRM business risk associated with contracting a specific set of managed services to a new vendor, or with contracting a new set of managed services to an existing vendor * Develop and maintain policy and regulatory compliance registers and manage the review and reporting of supplier compliance performance * Manage vendor audits, coordinating with other McDonald’s functions as needed, for policy, financial, regulatory, technical, security and other risk-related areas of scope which contribute GTS/GES/GTRM’s vendor compliance and risk managementobjectives * Perform reviews of managed services vendors’ services, projects and processes to identify risks and compliance issues on an ongoing basis * Work with the Contract/Relationship Manager to ensure that the Business Office is in compliance with all GTS/GES/GTRMrecords management initiatives * Establish software license management processes and procedures for GTS/GES/GTRM * Maintain current list of software licenses for the GTS/GES/GTRM products working in conjunction with sourcing to ensure compliance with contracts * Work with Finance/Demand Manager to establish appropriate cost allocations are in place for software licenses and usage

* Experience with and significant knowledge of IT outsourcing and performance management methods, calculations and best practices in particular * Proven expertise in and significant experience with a managed services environment and relationship * Proven ability to manage compliance programs/projects * Strong knowledge of all aspects of the IT functional area being sourced * Proven analytical and problem-solving abilities * Demonstrated ability to effectively prioritize and execute tasks under time pressure * Proven project management skills; experience in business systems and process planning * Excellent written and oral communication skills; ability to present ideas in business-friendly and user-friendly language * Excellent facilitation and interpersonal skills; team-oriented, collaborative leadership skills and ability to lead colleagues informally * Highly self-motivated and directed * Strong customer service orientation * Experience managing multiple projects and support activities within a single job function * Knowledge of risk management and compliance methods and tools * Knowledge of project management principles and software development life cycle methodologies * Strong project management skills and ability to work independently or with others and adhere to strict deadlines * Strong attention to detail as it relates to data assessment and analysis and process discipline