Mgr Capabilities SLA/KPI Tech

Why Hershey

At The Hershey Company, our culture is rooted in purpose and inspired by Milton Hershey’s enduring vision that business should create opportunity for others. Through our commitment to corporate philanthropy, we create positive impact by supporting communities, helping children thrive, and operating as a business for good. This includes our deep and long-standing partnership with Milton Hershey School, where we invest in education, workforce readiness, and hands-on engagement to help students succeed beyond the classroom. Supported by strategic grantmaking, product donations, cross-brand collaboration, and strong employee volunteerism, Hershey offers a place to work where making a difference—locally and globally—is part of how we do business every day.

About the Role

Career Level: S50
As the Manager for Capabilities, SLA/KPI, and Technology, you are the custodian of "how" the GCC delivers value. Your mission is threefold: ensuring the center has the right technical capabilities to execute complex work, maintaining a high-performance culture through rigorous data tracking, and spearheading the technology roadmap that enables automation and seamless global collaboration. This manager’s responsibility will span over all GCC, including Information Services and Delivery Services.

Responsibilities

• Capability Development & Maturity:
  • Competency Mapping: Define and track the "Capability Maturity" of various functions (e.g., R&D, Finance, IT) within the GCC.
  • Value-Add Evolution: Transition the GCC from a "cost-arbitrage" center to a "value-add" hub by identifying high-complexity tasks that can be centralized.
• SLA & KPI Management (Performance Framework):
  • Performance Architecture: Design and implement global Performance Dashboards that provide real-time visibility into GCC health.
  • Service Level Management: Negotiate and define Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) with global business stakeholders.
  • Root Cause Analysis (RCA): Lead "Performance Recovery" initiatives when KPIs fall below target, ensuring sustainable long-term fixes.
  • Benchmarking: Regularly compare GCC performance against industry standards and peer organizations.
• Technology & Digital Enablement:
  • Tech Stack Ownership: Oversee the deployment of collaboration tools, project management software, and GCC-specific infrastructure. Act as the liaison between GCC and the Enterprise Architecture team to ensure adherence to architecture strategy and governance.
  • Automation & AI: Identify opportunities for Robotic Process Automation (RPA) and AI integration to drive "Efficiency ROI" within GCC operations. Liaise with Information Services’ Automation and AI team to ensure alignment with enterprise automation and AI vision.
  • Data Security & Compliance: Ensure all technology deployments meet global cybersecurity standards and local data residency regulations. Liaise with the Information Security and Legal departments as needed to ensure security adherence.

Qualifications

• Education: Bachelor's in Computer Science, Engineering, IT, or Business; MBA preferred.
• Experience: 10+ years in GCC/GBS/Shared Services/IT Operations, including 5+ years managing performance frameworks, capability development, and technology transformation.
• Certifications: ITIL v4, PMP, Lean Six Sigma Black Belt, Power BI, and an AI/Automation certification.