Senior Director - Reliability Operations

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.