founded in 1883 by Barney Kroger and headquartered in Cincinnati, Ohio, is one of the largest retailers in the United States, serving millions of customers every day through a family of supermarket, multi-department, and marketplace store formats. With more than 2,700 stores across 35 states, supported by 32 manufacturing locations, 38 distribution centers, and over 400,000 associates, Kroger operates on a significant scale. Guided by its purpose to Feed the Human Spirit™, Kroger focuses on providing fresh, affordable food and an outstanding customer experience while investing in communities through initiatives like Zero Hunger | Zero Waste. Combining a strong store footprint with a growing digital presence, Kroger is transforming how Americans shop.

At Kroger Capability Center (KCC), we help modernize how work gets done at Kroger. Our goal is to help associates, stores, and customers by making work faster, smoother, and easier to use – so more time can be spent on the highest-value outcomes. We see ourselves as an extension of the Kroger Store Support Center in Cincinnati, where everything we do is designed to support stores, associates, and the customers they serve. Through KCC, we tap into strong talent and capabilities in India to bring Kroger's purpose – To Feed the Human Spirit – to life in recent and impactful ways.

Diversity:
Inclusion:
Position Title: Director Service Delivery
Corporate Capability Centers / Global Services
Responsible for end-to-end service delivery outcomes across captive and managed service provider (MSP) operations within the Kroger Capability Center (KCC). Ensures service continuity, vendor performance, effective transitions, value realization, and operational excellence while balancing service level commitments with customer experience outcomes and financial discipline. Demonstrate the company's core values of respect, honesty, integrity, diversity, inclusion, and safety.

Own end-to-end service delivery outcomes across captive and third-party service providers.
Ensure consistent service performance aligned to SLAs, contractual commitments,



and business expectations.
Maintain service continuity and resilience plans; lead coordinated responses during service disruptions.
Co-own vendor scorecards and Quarterly Business Reviews (QBRs) with Vendor Managers.
Define and enforce corrective actions tied to vendor performance and contractual requirements.
Calibrate provider performance, risk, and dependencies across multi-vendor environments.
Escalate systemic service issues and risks to KCC leadership.
Lead Customer (QBR) and Performance (MBR) councils.
Prepare executive-level communications for KCC Council.
Integrate demand, VOC, and performance insights into service delivery plans.
Promote customer experience outcomes alongside SLA performance.
Build service delivery capabilities and foster continuous improvement culture.
Define progression paths and support capability development.
Identify and mitigate financial and operational risks early.
complete performance evaluations.
Travel up to 15%, including domestic and international travel as needed.
Provide support and assistance through direct interaction with minors, individuals with special needs, and/or older adults
Must be able to perform the essential functions of this position with or without reasonable accommodation.

Bachelor's degree in Business, Operations, Management, or related field (or equivalent experience).

- 15+ years of progressive leadership experience, including 5+ years in global shared services or capability center operations.
- Experience managing multi-vendor service delivery environments.
- Strong vendor management, SLA governance, and escalation experience.




- Strong financial acumen with cost and benefits management experience.

Experience in Global Capability Centers or Global Business Services environments.
Executive-level stakeholder communication and influence skills.
Experience leading operational reinvention or transformation programs.
Strong customer experience orientation.
Experience building and leading high-performing teams.

We are committed to creating an environment of respect, inclusion, and equal opportunity for all. We believe that a diverse workforce strengthens our ability to serve customers and communities effectively. We seek to attract, develop, and retain talent from a wide range of backgrounds and perspectives – ensuring that everyone has the opportunity to contribute and grow. We provide equal employment opportunities to all applicants and employees, without regard to race, color, religion, gender, age, disability, or any other characteristic protected by applicable law. This commitment reflects our broader purpose – to serve people, support communities, and create an environment where individuals can do their best work.
Communicates effectively and candidly - Communicates clearly and directly, approachable, relates well to others, engages people and helps them understand change, provides and seeks feedback, articulates clearly, actively listens.
role models leadership qualities such as motivation, inspiration, passion and trust.
Coaches and develops others - Develops and cares about associates, builds effective teams, helps people be their best, values and manages diversity, provides candid and constructive feedback.
Leads change and innovation - Challenges the status quo, embraces technology, puts forward creative ideas, champions and implements process improvements, gathers the ideas of others, demonstrates good judgment about which ideas will work.
Talent Value Proposition statement:
Work alongside global teams, build capabilities across critical business functions, solve meaningful challenges, and help shape how Kroger operates and grows.

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