Senior Director - Reliability Operations

About Gap Inc.

At Gap Inc., we create culture as much as we create clothes. Our ambition is to become a high-performing house of iconic American brands that shape culture.

Our portfolio-Old Navy, Gap, Banana Republic, and Athleta-each brings a distinct point of view to how we show up in the world and serve our customers.

Old Navy democratizes style with quality and value for all. Gap champions originality through essential pieces that celebrate individuality. Banana Republic is rooted in a spirit of discovery, creating modern pieces inspired by craftsmanship and travel. Athleta champions the Power of She through confidence, strength, and movement.

We're driven by a shared purpose: to bridge gaps-between people, perspectives, and possibilities-to create a better world.

We're building a team that performs at a high level-people who think boldly, take ownership, and turn ideas into impact. If you're ready to learn fast and help shape what's next, you'll fit right in.

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 Service Now 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 & Live Sight 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.

Service Now Governance Ownership

* Own the Service Now 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 Service Now'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, Service Now platform administration and architecture, and modern observability practices.

* Strong technical…