Director S/4 Platform

Job Location: Hershey, PA

NOTE: This position is based in either Hershey, PA or Dallas, TX 2-3 days per week. Our ideal candidate will be located within a drivable distance to Hershey or Dallas

Position Overview:

The Director S4 Platforms will play a key role in ensuring a stable operation of the S/4 landscape, adherence to architectural and technical standards and requirements for incident resolution and enhancements, and efficient and effective delivery of the services by Hershey's IT, SI & AMS partner. This role will be key in driving ongoing improvements regarding efficiency and effectiveness across our S/4 service delivery (infrastructure, Basis, development, configuration, testing, release and code management.) with the goal to reduce the overall support and operational cost based on today's volume. In addition, this leader will ensure that the entire service delivery work is executed in line with Hershey's IT control compliance policies. This position will oversee the incident resolution process and the adherence to agreed SLA's including appropriate value focused prioritization of incidents, collaborate with the Senior Director S/4 on the demand intake process and also ensure that the necessary solution architecture standards are defined and adhered by our 3rd party provider (GCC).

Accountabilities

Responsibilities & Outcomes Expected

Service Delivery: Owns the S/4 service delivery and is expected to a) drive ongoing efficiency improvements across the entire S/4 service delivery process, and b) ensure the service delivery is provided in line with agreed upon SLA's (e.g., patching, incident response times, testing process and documentation, service uptime). Ensure service delivery effectively supports HSY's business strategy and goals. Drive towards 100% annual uptime.

Vendor Management: Manage all 3rd party services provided as part of the service delivery including but not limited to AMS, Change, SAP MaxAttention, Azure & Basis.

Metrics: Establish effective metrics framework in close collaboration with Sustainment Governance Leader to identify improvement opportunities and keep the leadership informed.

Documentation and Training: Ensure proper documentation of every change in the landscape as part of HSY's documentation framework (S/4, CMDB).

Solution Architecture: Drive the proper engagement of the solution architecture team is to ensure all changes are in line with our required technical standards and S/4 is sustainable.

Business Continuity: Collaborate with the Enterprise Management team on business continuity exercised while ensuring proper system recovery plans are in place and are tested regularly.

Scope/Key Deliverables

- Ongoing service delivery cost reduction without compromising SLA levels or quality.

- Ensure adherence to agreed service delivery SLAs with the goal to have 100% uptime (excl. agreed maintenance windows).

- S/4 landscape is operated at an n-1 or higher release level - and no unsupported components across the entire S/4 landscape.

- High degree of business satisfaction with the S/4 service delivery.

Qualifications

Knowledge, Skills & Abilities

Leadership: This service delivery leader is expected to provide leadership and direction to the entire platform and service delivery team - including our 3rd party. Respective extensive experience in IT service delivery (ideally SAP) is expected. This leader must be able to collaborate with the IT organization while ensuring adherence to the HSY service delivery standards and processes.

Digitization and automation & continuous improvements: The Platform Leader must have experience and a strong drive towards continuous improvements to ensure that the ongoing S/4 service delivery cost will be reduced. Experience in IT & SAP service delivery automation is critical and required (e.g., testing automation, test data automation, release management automation, etc.).

Influencing: The Platform Leader must be a skilled influencer to drive in close collaboration with the rest of the IT organization ongoing improvements in the IT service delivery - including but not limited to cloud & release management, test automation, security automation, monitoring automation, self healing processes, infrastructure provisioning.

Partnership development: The Platform Leader must develop strong relationships with our software and consulting partners (e.g., SAP, Accenture, Vertex, OpenText) to ensure the necessary support for our needed services is provided with excellence - and our partners are willing to go the extra mile for HSY when needed.

Experience & Education

Required Education:

Bachelor's degree in Information Technology, Computer Science, Business Administration, Engineering or related field.

Advanced degree (MBA, Master in STEM) highly preferred. Mix of Business and STEM degrees a plus.

Required Experience:

Minimum of 10+ years of experience in technology delivery and IT architecture roles with at least 3-5 years in managerial roles of complex environments.

Previous consulting experience in a top IT or Management Consulting firm preferred

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