The Hershey Company

Manager, Capabilities, SLA/KPI & Technology

The Hershey Company$110K — $130K *
Enterprise Technology
8 - 10 years of experience
Job Overview by Ladders

Qualifications

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

Responsibilities

  • Define and track 'Capability Maturity' across various GCC functions.
  • Transition the GCC from cost-arbitrage to a value-add hub by identifying high-complexity tasks.
  • Design and implement global performance dashboards for real-time visibility.
  • Negotiate and define SLAs and KPIs with global business stakeholders.
  • Lead 'Performance Recovery' initiatives for underperforming KPIs.
  • Regularly benchmark GCC performance against industry standards.
  • Oversee collaboration tools and ensure alignment with enterprise architecture.

Benefits

  • Opportunity to drive significant improvement in global processes.
  • Engagement in high-impact projects involving automation and AI integration.
  • A chance to shape and influence the technology roadmap for GCC.
  • Collaboration with various departments including Information Security and Legal.
  • Access to a culture that promotes high performance through rigorous data tracking.
Full Job Description
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.

About The Hershey Company

The Hershey Company Careers

Join the sweetest team on earth at The Hershey Company, a global leader in chocolate and sugar confections. With a rich heritage of innovation and leadership, The Hershey Company offers unparalleled job opportunities in an environment that champions diversity, creativity, and growth. Work You’ll Do Embark on a fulfilling career journey with The Hershey Company, where you can contribute to a range of exciting projects that help shape the future of the confectionery industry. At Hershey, you will work alongside a diverse team of professionals who are passionate about delivering joy through their products and innovations. Transform your professional life by engaging in roles that leverage your unique skills and aspirations. Whether in marketing, research and development, production, or sales, each position at Hershey is designed to foster leadership and professional growth. Lead with Innovation At The Hershey Company, innovation is at the core of everything we do. From creating delightful new treats to enhancing our sustainable practices, our team is constantly pushing the boundaries of what's possible in the confectionery space. Join a company where your ideas and leadership can make a tangible impact on our products and processes, driving growth and excellence in the industry. Explore Career Opportunities The Hershey Company is committed to nurturing talent and providing its employees with the tools they need for success. Explore a variety of job opportunities and internships that can help you build a rewarding career. Our positions are designed to challenge your skills and help you grow as a professional. Be Part of Our Culture Experience a company culture that values teamwork, integrity, and respect. At Hershey, we believe in creating an inclusive environment where every employee can thrive. Our commitment to diversity and inclusion is evident in our everyday operations and the positive atmosphere our team members enjoy. Benefits and Growth Invest in your future with The Hershey Company’s comprehensive benefits package, designed to support your health, well-being, and financial security. Embrace opportunities for career advancement through professional development programs and continuous learning initiatives. Networking and Professional Development Enhance your career prospects through Hershey’s robust networking opportunities. Connect with industry leaders, participate in global conferences, and engage in diversity training programs that prepare you for leadership roles within the company. Join Our Team Search for open positions that match your skills and interests on The Hershey Company’s careers page. We are looking for passionate, innovative, and driven individuals to join our team and help us continue our legacy of success and leadership in the confectionery industry. Stay Connected Keep up to date with the latest career tips, company news, and industry insights—all from the people who work at The Hershey Company. Subscribe to our careers blog and personalize your job alerts to find out about the exciting and rewarding opportunities that await you at Hershey. Explore, innovate, and grow with The Hershey Company. Discover how your career can flourish in an environment dedicated to nurturing talent and celebrating success. Join us and be part of a team that’s making a difference in the sweetest way possible!
Learn more about The Hershey Company
Size
16,620 employees
Market Cap
$48.1 billion
Industry
Net Income
$1.2 billion
Founded
1894
5 Year Trend
+3.8%
Revenue
$8.1 billion
NASDAQ

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