Senior Manager II, Service Delivery - Business Enablement

ANSR is hiring for one of its clients.

ABOUT KROGER:

The Kroger Co., 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.

ABOUT KROGER CAPABILITY CENTER (KCC):

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.

OUR VALUES:

In fulfilling Our Purpose, we live by our Kroger Values:

Honesty:

• We insist on truthfulness with each other, with our customers, with our vendors and in our business records. We expect and value openness.

Integrity:

• We act in accordance with our values, even when it's difficult.

Respect:

• We treat all with dignity and value the opinions and perspectives of others.

Diversity:

• We seek and embrace differences in the backgrounds, cultures and ethnicities of all associates, customers and vendors.

Safety:

• We protect our customers and each other from injury with a safe and secure workplace and shopping environment.

Inclusion:

We encourage and expect collaboration, teamwork and the active involvement of all associates.

Position Summary:

Responsible for end-to-end service delivery outcomes supporting enterprise business enablement functions including Real Estate, Procurement, & Law & Compliance across captive and managed service provider (MSP) delivery models within the India Capability Center (KCC). Ensures services are delivered with the appropriate balance of responsiveness, accuracy, control discipline, and policy adherence while supporting operational efficiency, risk reduction, and continuous improvement objectives.

Demonstrate the company's core values of respect, honesty, integrity, diversity, inclusion, and safety.

Essential Job Functions:

• Own end-to-end service delivery outcomes for Real Estate, Procurement, and Law & Compliance services across captive and third-party delivery models.
• Ensure service delivery balances responsiveness with accuracy, internal controls, and adherence to company policies and regulatory requirements.
• Lead the functional response to service disruptions, control issues, audit findings, and cycle-driven workload peaks.
• Maintain service continuity and operational resilience for business enablement service towers.
• Co-own service scorecards, governance routines, and Quarterly Business Reviews with Vendor Managers.
• Monitor and calibrate provider performance, control effectiveness, and operational risk through a support-function lens.
• Define and enforce remediation actions tied to quality, compliance, or contractual performance gaps.
• Escalate systemic service, quality, or compliance issues to KCC leadership.
• Oversee readiness, cutover, and hypercare activities for new or expanded business enablement services.
• Validate process documentation, control readiness, role clarity, and functional acceptance criteria prior to go-live.
• Verify stabilization, control effectiveness, and value realization post–go-live.
• Lead functional performance reviews and prepare inputs for Customer Councils and KCC governance forums.
• Translate service metrics, backlog trends, control findings, and risk indicators into action plans.
• Support reinvention and standardization initiatives focused on efficiency, scalability, and risk reduction.
• Build functional capability, accountability, and service management discipline.
• Support budget management, efficiency tracking, and benefits realization; intervene early on variances.
• Supervise and coach direct reports in the performance of their duties; complete performance evaluations as applicable.
• Must be able to perform the essential functions of this position with or without reasonable accommodation.

Minimum Requirements:

• Bachelor's degree in Business, Finance, Operations, or related field (or equivalent experience).
• 12+ years of professional experience, including 5+ years in shared services, global operations, or support-function service delivery.
• Experience managing multi-vendor, SLA-based service delivery models.
• Proven vendor management, service governance, and issue escalation experience.
• Strong transition, change, and hypercare leadership experience.
• Demonstrated financial acumen supporting budgets, efficiency initiatives, and benefits realization.

Qualifications:

• Deep experience across enterprise support functions including Real Estate, Procurement, and Law & Compliance.
• Strong understanding of control-oriented, policy-driven operating environments.
• Experience leading large, multi-domain shared services portfolios.
• Experience driving standardization, automation, and risk reduction initiatives.
• Strong executive stakeholder management and cross-functional collaboration skills.

Kroger Leadership Model:

Some of the Leadership Behaviors needed to successfully perform this position are:

• 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.

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.

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