Posted on: December 2, 2020 | Job#: 344661

Sr. Director - Service Management, Asset Management & Enterprise Metrics

Full-time | US


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About Gap Inc.

Our brands bridge the gaps we see in the world. Old Navy democratizes style to ensure everyone has access to quality fashion at every price point. Athleta unleashes the potential of every woman, regardless of body size, age or ethnicity. Banana Republic believes in sustainable luxury for all. And Gap inspires the world to bring individuality to modern, responsibly made essentials.     

This simple idea—that we all deserve to belong, and on our own terms—is core to who we are as a company and how we make decisions. Our team is made up of thousands of people across the globe who take risks, think big, and do good for our customers, communities, and the planet. Ready to  learn fast, create with audacity and lead boldly? Join our team.

About the role

This role is responsible for leading the IT Service Management, Asset Management and Enterprise Metrics teams for Gap Tech. This includes release and change management; retail “holiday peak” planning and execution; global incident response, and incident post mortems. This leader will work closely with cross-functional teams and our cloud service providers (CSP’s) to increase the reliability and effectiveness of technology supporting the company’s growth. The individual must be capable of working in a matrixed organization and leading the delivery of multiple outcomes concurrently. The leader must be comfortable in both strategic discussions with GapTech leadership and tactical resolution of issues.

This leader must be highly collaborative, transformative (speak with candor) and must understand how their services and functions impact the product teams that they support and partner with. This leader must also build relationships with TechOps peers and other engineering leaders, business operations support (mission control), and cloud service providers (Microsoft Azure and Oracle Cloud Infrastructure - OCI).

This individual will have spent the majority of their career in technical leadership roles. They apply continuous improvement to increase operations efficiency. ITIL experience in a product focus DevSecOps agile environment is a plus. This role will need to balance operational stability with growth initiatives.

What you'll do

  • Lead and drive holiday peak readiness planning to support high performance of our omnichannel experience.
  • Drives and builds continual improvements into goals and yearly plans
  • Actively engage with our product engineering, cross-functional teams in GapTech, and cloud service providers (Azure and Oracle) to help deliver strategic efforts including Cloud migration and modernization
  • Manage teams to deliver against team goals and objectives including agile release planning and delivery
  • Elevate new and re-imagined thinking in integrating our ITSM practices/tools w/ those of cloud service providers
  • Hire, mentor, coach and manage high-performing teams based out of SF, Rocklin and India.
  • Translate the company/area strategic vision into actionable goals and activities for teams

Who you are

  • 14+ years of leadership experience in managing cross-functional teams and direct management of teams with at least 6+ years of experience in an ITSM Leadership role building and managing high performing teams
  • Experience with DevOps & ITIL approach in running a superior service operations & delivery function in a highly dependent cloud service provider is a plus. Knowledge of applications/asset management and metrics & analytics using Power BI is a plus.
  • Demonstrated ability to prioritize tasks or projects to align with the strategic objectives and with business goals; ability to assign recurring tasks and to utilize metrics to measure effectiveness.
  • Thorough understanding of operational support processes, excellent business acumen and ability to direct the team in dissecting and diagnosing complex problems; effectively managing relationships with a broad and diverse group of business partners; comfortably interacts and presents ideas and concepts to senior management
  • Track record of successfully building and scaling all aspects of highly-available global operations including deep knowledge of infra, global availability, 24x7 monitoring & support, SLA/KPI, compliance, site reliability practice
  • Proven experience in leading technical operations and Global incident resolution in a retail organization
  • Bachelor's or master’s degree in Computer Science, Information Technology or similar

Benefits at Gap Inc.

  • Merchandise discount for our brands: 50% off regular-priced merchandise at Old Navy, Gap, Banana Republic and Athleta, and 30% off at Outlet for all employees.
  • One of the most competitive Paid Time Off plans in the industry.*
  • Employees can take up to five “on the clock” hours each month to volunteer at a charity of their choice.*
  • Extensive 401(k) plan with company matching for contributions up to four percent of an employee’s base pay.*
  • Employee stock purchase plan.*
  • Medical, dental, vision and life insurance.*
  • See more of the benefits we offer.

*For eligible employees

Gap Inc. is an equal-opportunity employer and is committed to providing a workplace free from harassment and discrimination. We are committed to recruiting, hiring, training and promoting qualified people of all backgrounds, and make all employment decisions without regard to any protected status. We have received numerous awards for our long-held commitment to equality and will continue to foster a diverse and inclusive environment of belonging. This year, we’ve been named as one of the Best Places to Work by the Humans Rights Campaign for the fourteenth consecutive year and have been included in the 2019 Bloomberg Gender-Equality Index for the second year in a row.


We’ll send you to our application portal to get started.

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