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. 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 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. 3. 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 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. 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. You may request a reasonable accommodation if you are unable or limited in your ability to use or access our online application process as a result of a disability. You can request an accommodation via phone or email. To request an accommodation via phone, please call +1 877-804-1794 and leave a voicemail with your contact information. You may also email a request for accommodation to . Please be sure to include “Accommodation Needed” in the subject line. This will ensure that your email is routed to the appropriate contact who will handle your request.