Mgr Capabilities SLA/KPI Tech

Hershey Company; Hershey (PA); On-site; USD 120,000 - 180,000; Full time

Job summary

The Hershey Company is seeking a Manager, Capabilities, SLA/KPI & Technology to steward the GCC’s technical capabilities, performance tracking, and automation roadmap. You will partner across Information Services and Delivery Services to enable global collaboration and high-value outcomes.

You will drive capability maturation, design global dashboards, negotiate SLAs, and align with architecture governance.

Qualifications

• 10+ years in GCC/GBS/Shared Services/IT operations.
• Experience designing performance frameworks and capability development.
• Knowledge of automation and AI integration in enterprise settings.

Responsibilities

• Oversee capability development and maturity across GCC.
• Define and govern SLA/KPI frameworks with global stakeholders.
• Lead technology roadmaps enabling automation and global collaboration.
• Ensure data security and regulatory compliance across deployments.

Skills

Leadership

Strategic planning

Cross-functional collaboration

Performance management

Data-driven decision making

Education

Bachelor's in Computer Science, Engineering, IT, or Business; MBA preferred

Tools

Power BI

Job description

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Manager, Capabilities, SLA/KPI & Technology

Posted Date: Jul 22, 2026

Requisition Number: 129679

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.

Job Overview

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 overall GCC, including Information Services and Delivery Services.

Accountabilities

1. 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.

2. 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.
• Tech Stack Ownership: Oversee the deployment of collaboration tools, project management software, and GCC-specific infrastructure. This role will be 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. This role will be the liaison to Information Services’ Automation and AI team to ensure alignment in achieving enterprise automation and AI vision.
• Data Security & Compliance: Ensure all technology deployments meet global cybersecurity standards and local data residency regulations. This role will liaise with the Information Security and Legal departments as needed to ensure security adherence.
• 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.

The Hershey Company is an Equal Opportunity Employer. The policy of The Hershey Company is to extend opportunities to qualified applicants and employees on an equal basis regardless of an individual's race, color, gender, age, national origin, religion, citizenship status, marital status, sexual orientation, gender identity, transgender status, physical or mental disability, protected veteran status, genetic information, pregnancy, or any other categories protected by applicable federal, state or local laws.

The Hershey Company is an Equal Opportunity Employer - Minority/Female/Disabled/Protected Veterans.

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