Mgr Capabilities SLA/KPI Tech

Hershey Company; Hershey (PA); Hybrid; USD 130,000 - 190,000; Full time

Job summary

The Hershey Company is seeking a Manager for Capabilities, SLA/KPI, and Technology to lead the GCC's capability development and performance framework. You will shape the technology roadmap, oversee global dashboards, and partner with Information Services and Delivery Services to enable automation and collaboration.

You will define maturity across functions such as R&D, Finance, and IT, drive value-add through centralization, and ensure security compliance while advancing enterprise architecture

Qualifications

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

Responsibilities

• Capability Development & Maturity: Define and track capability maturity across GCC functions.
• SLA & KPI Management: Design global dashboards and define SLAs/KPIs with global stakeholders.
• Root Cause Analysis: Lead performance recovery initiatives when KPIs fall below target.
• Automation & AI: Identify opportunities for RPA and AI integration to drive Efficiency ROI.
• Data Security & Compliance: Ensure deployments meet cybersecurity standards and data residency regulations.
• Tech Stack Ownership: Liaise with Enterprise Architecture to ensure governance.

Skills

Capability Development

Performance Management

Data Dashboards

Automation & AI

RPA

Global Collaboration

Cybersecurity

Education

Bachelor's in Computer Science/Engineering/IT/Business

MBA preferred

Tools

Power BI

Job description

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Note:If you apply for a role at Hershey through our career’s website, we may use technologies that use automation to filter your candidacy based on objective criteria. We also use AI-enabled tools that help us facilitate the selection of our future Hershey talent. These tools may help with activities such as matching and scoring candidates to roles based on requirements and scheduling interviews. These systems process only the information you provide in your application, including your resume, work history, education, and responses to screening questions. While these technologies assist with certain steps in our recruitment process and may provide recommendations, all final decisions, including those affecting whether candidates advance to subsequent stages in the applicant process, are made by our talent acquisition teams with meaningful human review and independent judgment. Depending on your location and the specific role you apply for, additional disclosures about our use of AI in recruitment may be provided to you separately.

Mgr Capabilities SLA/KPI Tech

Posted Date: Aug 20, 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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