foodpanda is part of the Delivery Hero Group, the world’s pioneering local delivery platform, our mission is to deliver an amazing experience—fast, easy, and to your door. We operate in over 70+ countries worldwide. Headquartered in Berlin, Germany. Delivery Hero has been listed on the Frankfurt Stock Exchange since 2017 and is part of the MDAX stock market index.
The Vendor Contract & Pricing Manager will lead the end-to-end management of outsourced service provider partnerships. This role involves drafting, negotiating, and managing contracts, overseeing pricing and budgets, monitoring performance against key metrics, and fostering seamless collaboration between internal teams and BPO partners. The ideal candidate will ensure adherence to service level agreements (SLAs), drive continuous improvement, and mitigate risks while resolving issues to maintain exceptional service standards.
Key Responsibilities:
Draft, negotiate, and manage contracts with BPO partners, ensuring clarity on terms, including SLAs, penalties, bonuses, and compliance requirements.
Analyze and approve pricing models for outsourced services, balancing cost efficiency with financial objectives.
Develop and implement frameworks to evaluate BPO performance against contractual KPIs, driving accountability and fostering continuous improvement.
Act as a liaison between internal teams and BPO vendors to ensure seamless communication and alignment on goals, expectations, and service quality.
Identify and mitigate risks related to vendor performance and contract breaches, while managing escalations to uphold service standards.
Minimum 7 years of proven experience managing outsourced service providers (BPOs), with proven expertise in vendor management and contract negotiations.
Strong understanding of SLA frameworks, including penalties, bonuses, and performance metrics, and the ability to manage contracts effectively.
Proficient in analyzing pricing models and financial impacts while ensuring cost efficiency.
Excellent communication and negotiation abilities, with the capacity to influence internal stakeholders and external partners.
Knowledge of customer service operations, including KPI management and performance tracking, with the ability to drive service improvements.
Strong risk mitigation skills, with experience resolving escalations and ensuring adherence to service quality standards.