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

- 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.

- 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.

- 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.

- 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.

- 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.

- 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.

- 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.