Director - Service Delivery

About Kroger Capability Center
The Kroger Co. 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. Guided by its purpose to Feed the Human Spirit™, Kroger focuses on providing fresh, affordable food and essential services while investing in communities through initiatives like Zero Hunger | Zero Waste. Combining a strong store footprint with a growing digital and omnichannel presence, Kroger is transforming how Americans shop for food, health and daily needs.
At Kroger Capability Center (KCC), we help modernize how work gets done at Kroger. KCC brings together expertise, technology and global delivery to simplify work and strengthen cross-functional execution, so teams across Kroger can improve focus, speed and impact. 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 new and impactful ways.
Job Description
Position Title: Director Service Delivery
Department: Corporate Capability Centers / Global Services
Position Summary:
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 companys core values of respect, honesty, integrity, diversity, inclusion, and safety.
Essential Job Functions:
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. Oversee transition readiness, cutover activities, and hypercare stabilization. Verify value realization and benefits capture postgo-live. Lead Customer (QBR) and Performance (MBR) councils. Prepare executive-level communications for KCC Council. Oversee functional reinvention and continuous improvement initiatives. 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. Own functional budget, run costs, and benefits tracking. Identify and mitigate financial and operational risks early. Supervise and coach direct reports; complete performance evaluations. Travel up to 15%, including domestic and international travel as needed. Ability to work cooperatively in high paced and sometimes stressful environment Ability to manage conflict in a reasonable, nonconfrontational and cooperative manner Ability to act with honesty and integrity regarding customer and business information Ability to follow directions and seek assistance when necessary to resolve customer and business issues 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.
Minimum Requirements:
Bachelors 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. Proven transition and hypercare leadership with value realization discipline. Strong financial acumen with cost and benefits management experience.
Desired Qualifications:
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.
Kroger Leadership Model:
Some of the Leadership Behaviors needed to successfully perform this position are:
OUR COMMITMENT TO EQUAL OPPORTUNITY:
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. Puts the Customer First - Anticipates customer needs, champions for the customer, acts with customers in mind, exceeds customers expectations, gains customers trust and respect. 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. Achieves results through teamwork Is open to diverse ideas, works inclusively and collaboratively, holds self and others accountable, involves others to accomplish individual and team goals. Leads through positive influence Demonstrates strong character; builds partnerships; models a conscious balance between work and personal life; takes personal responsibility for own development; 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. Executes with excellence - Is action oriented, drives for results, sets clear expectations and milestones, reviews progress, acts decisively, solves problems, can be counted on to consistently meet or exceed goals. Provides clear and strategic direction - Plans and organizes well, sets a clear and simple course of action, stays focused on the most important priorities, has the ability to visualize and plan for the future, understands the industry and marketplace. Safety Awareness -Identifying and correcting conditions that affect employee safety; upholding safety standards.
Talent Value Proposition statement:
At Kroger Capability Center India, your expertise becomes part of something bigger. Work alongside global teams, build capabilities across critical business functions, solve meaningful challenges, and help shape how Kroger operates and grows. As the center takes shape, you have the opportunity to contribute early, learn continuously, and see the connection between your work and the millions of customers Kroger serves.