关于Gap集团
我们旗下的品牌在世界上的重要鸿沟之间架设桥梁。Old Navy让时尚触手可及，确保每个人都能获得价廉物美的时尚单品。Athleta致力于释放每一位女性的潜能，不论身材、年龄或种族。Banana Republic相信可持续的奢华体验属于每个人。Gap更是启发了全世界，让所有人通过认真制作的现代服饰必备品展现其独特个性。
这一简单的想法——即每个人都需要以自己的方式获得归属感——是我们作为一间公司以及制定决策的核心。我们的团队由成千上万名来自世界各地具有冒险精神、全局视野并为顾客、社区和地球行善的员工组成。如果你具备全局视野，快速学习、无畏创新、大胆领导等品质，欢迎加入我们。
About the Role
The Senior Director - Reliability Operations, is a strategic leader accountable for ensuring the reliability, availability, and performance of the enterprise technology ecosystem. This role oversees all ITIL-based service management functions, Site Reliability Engineering (SRE), the ServiceNow Platform, Mission Control, and Live Sight Insights.
This leader drives operational excellence through a proactive reliability strategy that combines process discipline, automation, observability, and real-time insights. They will partner closely with engineering, infrastructure, cybersecurity, and product teams to build and sustain resilient systems that power Gap Inc.’s digital and in-store experiences.
As a thought leader, the Sr. Director will shape the long-term vision for operational reliability and service management—defining modern capabilities, optimizing service performance, and establishing an innovation-driven reliability culture.
What You'll Do
Strategic Leadership & Vision
- Define and execute the enterprise Reliability Operations strategy, ensuring alignment with business objectives and technology roadmaps.
- Lead transformation of ITIL functions into agile, data-driven service management capabilities across incident, problem, change, and configuration management.
- Partner with senior technology and business leaders to embed reliability and performance metrics into product development and operational planning.
Operational Excellence & Reliability Engineering
- Lead Site Reliability Engineering (SRE) practices across platforms and services—driving automation, self-healing capabilities, and proactive monitoring to achieve measurable service resiliency improvements.
- Establish standards for availability, latency, scalability, and operational efficiency through engineering-driven reliability principles.
- Champion reliability by design—ensuring observability, capacity planning, and chaos testing are core to delivery processes.
Mission Control & LiveSight Insights
- Oversee the Mission Control organization responsible for real-time system monitoring, incident command, and critical event management.
- Drive adoption of Live Sight Insights to create predictive and actionable intelligence on service health and performance trends.
- Enable enterprise visibility of key metrics through intuitive dashboards and business-impact-based alerting models.
ServiceNow Governance Ownership
- Own the ServiceNow Platform governance strategy and roadmap, ensuring it enables ITIL process excellence, automation, and collaboration on cross-enterprise workflow integration.
- Collaborate with product and engineering teams to provide industry best practices for ServiceNow’s capabilities including IT, HR, Security, and Enterprise Operations.
- Lead a platform governance mindset—focusing on reliability, scalability, and ease of use.
People Leadership & Culture
- Build, inspire, and develop a high-performing global Reliability Operations team that embodies accountability, collaboration, and innovation.
- Foster a culture of data-driven decision making, continuous learning, and operational excellence.
- Serve as a mentor and coach to emerging leaders—raising the organizational bar for reliability engineering and service leadership.
Cross-Functional Partnership
- Work closely with Software Engineering, Infrastructure, Cybersecurity, and Business Technology teams to ensure reliability objectives are integrated end-to-end.
- Partner with Enterprise Architecture and Program Management to align technology investments with reliability outcomes.
- Act as a trusted advisor to executive leadership on reliability strategy, risk posture, and performance health of the enterprise environment.
Who You Are
- Proven strategic leader with success driving operational transformation at scale in global, complex environments for more than 10 years.
- Deep expertise in ITIL frameworks, SRE principles, ServiceNow platform administration and architecture, and modern observability practices.
- Strong technical understanding across infrastructure, cloud operations, automation, and service management ecosystems.
- Exceptional ability to influence at all levels—translating technical reliability concepts into business impact and strategic value.
- Passionate about developing people and creating a culture of ownership, reliability, and continuous improvement.
- Demonstrated track record of leading large, diverse teams and delivering measurable improvements in service reliability, performance, and user satisfaction.
- A high performing leader—operating with strategic agility, executive presence, and the ability to build organizational alignment through clarity, accountability, and purpose.
Gap是一家为员工提供公平竞争环境的集团公司，并致力于打造无骚扰、无歧视的工作场所。 我们致力于招聘、雇佣、培训和提拔各种背景的合格人员，并在不考虑任何受保护身份的情况下做出所有就业决策。我们因长期致力于平等而获奖无数，并将继续营造一个多元、包容且归属感强的环境。今年，我们连续第17年被人权运动组织评选为“最佳工作场所”之一（a href="https://www.hrc.org/resources/best-places-to-work-for-lgbtq-equality-2022"），同时公司还被纳入2021年彭博性别平等指数（ ），这也是公司连续第四年被纳入该指数。
Salary Range: $236,700 - $319,500 USD
Employee pay will vary based on factors such as qualifications, experience, skill level, competencies and work location. We will meet minimum wage or minimum of the pay range (whichever is higher) based on city, county and state requirements.
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