Manager, Capabilities, SLA/KPI & Technology

The Hershey Company•Lower Swatara Township, PA

34d

About The Position

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.

Requirements

Bachelor's in Computer Science, Engineering, IT, or Business
10+ years in GCC/GBS/Shared Services/IT Operations
5+ years managing performance frameworks, capability development, and technology transformation
ITIL v4 Certification
PMP Certification
Lean Six Sigma Black Belt Certification
Power BI Certification
An AI/Automation certification

Nice To Haves

MBA preferred

Responsibilities

Define and track the "Capability Maturity" of various functions (e.g., R&D, Finance, IT) within the GCC.
Transition the GCC from a "cost-arbitrage" center to a "value-add" hub by identifying high-complexity tasks that can be centralized.
Design and implement global Performance Dashboards that provide real-time visibility into GCC health.
Negotiate and define Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) with global business stakeholders.
Lead "Performance Recovery" initiatives when KPIs fall below target, ensuring sustainable long-term fixes.
Regularly compare GCC performance against industry standards and peer organizations.
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.
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.
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.