Manager, Capabilities, SLA/KPI & Technology The Hershey Company United States, Pennsylvania, Hershey Jul 30, 2026

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.

Manager, Capabilities, SLA/KPI & Technology Posted Date:

Jul 22, 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 Career Level:

S50 As theManager 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 righttechnical capabilitiesto execute complex work, maintaining ahigh-performance culturethrough rigorous data tracking, and spearheading thetechnology roadmapthat 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. 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 ApplicationHelp@hersheys.com. 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.

Nearest Major Market:

Harrisburg