Mgr Capabilities SLA/KPI Tech

The Hershey Company; Hershey (PA); On-site; USD 150,000 - 190,000; Full time

Job summary

The Hershey Company is seeking a Manager for Capabilities, SLA/KPI, and Technology to ensure the GCC delivers value with strong technical capabilities and high-performance data tracking.

You will lead the development of global performance dashboards, define SLAs with stakeholders, and drive automation and AI initiatives to improve efficiency while aligning with Enterprise Architecture and security requirements.

Qualifications

• Bachelor's degree in CS/Engineering/IT or Business; MBA preferred.
• 10+ years in GCC/GBS/Shared Services/IT Operations; 5+ years in performance frameworks.
• Certifications: ITIL v4, PMP, Lean Six Sigma Black Belt, Power BI, AI/Automation.

Responsibilities

• Capability Development & Maturity: define and track GCC maturity across functions.
• SLA & KPI Management: design performance dashboards with real-time visibility.
• Technology & Digital Enablement: own tech stack and liaise with Enterprise Architecture.
• Automation & AI: identify RPA and AI opportunities to drive Efficiency ROI.

Skills

Capability Development

KPI Management

Performance Dashboards

Automation & AI

Global Collaboration

Data Security

Education

Bachelor's in CS/Engineering/IT/Business

MBA preferred

Tools

Power BI

RPA tools

Enterprise Architecture tooling

Job description

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

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.

Accountabilities

• 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. 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 liaise 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.

Minimum Education & Requirements

• 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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