Gap Inc. · 2 days ago
Sr. Director, Software Engineering - Strategic Provider Operations
Pleasanton, CA
Full-time
Onsite
Director/Executive
$237K/yr - $320K/yr
10+ years expGap Inc. is a company that bridges gaps in the world through its various brands. The Senior Director, Software Engineering - Strategic Provider Operations will design and lead the governance system for a multi-provider managed services ecosystem, ensuring operational excellence and accountability across all MSP relationships.
ApparelE-CommerceFashionLifestyleRetail
Responsibilities
Establish and lead an integrated governance framework for our MSPs, ensuring alignment with organizational needs with clear decision rights
Chair cross-provider governance forums and facilitate weekly operational reviews, monthly service reviews, quarterly executive/QBR cadence, and annual MSP strategy summits
Standardize governance process and tools, including meeting decks, agenda templates, action and decision logs, and escalation summaries
Enforce participant discipline, ensuring accountable delivery leaders present, commit, and follow through, escalating non-compliance when governance expectations are not met
Oversee and verify MSP adherence to all contractual obligations, including service levels and regulatory requirements
Lead and coordinate internal and external audits, ensuring all required documentation and evidence are maintained, accessible, and audit ready
Conduct regular reviews of our MSP performance against contract terms and service level agreements (SLAs)
Maintain a compliance dashboard ensuring visibility to executive leadership
Track audit findings and drive timely remediation of identified gaps
Proactively identify, assess, and mitigate risks across the MSP ecosystem
Maintain and continuously improve integrated cross-provider risks, actions, issues, and dependencies
Lead regular risk reviews with providers and internal stakeholders, escalate critical risks to executive leadership, and ensure robust mitigation strategies are in place
Facilitate quarterly risk workshops with MSPs and internal teams
Ensure all risks have clear owners, mitigation plans, and deadlines
Champion a continuous improvement culture, identifying opportunities to increase efficiency, reduce risk, and enhance service experience
Develop, track, and verify the effectiveness of action plans ensuring performance standards are met, and non-compliance is corrected
Ensure prompt implementation, outcome measurement, and escalation when necessary to drive continuous improvement
Lead root cause analysis sessions to solve issues and process improvement
Maintain readiness to exercise step-in rights, including scenario planning documentation, and collaborating with key partners in legal, HR, and operational teams
Lead the process for step-in rights when necessary, ensuring minimal disruption to business operations and continuity of service delivery
Develop and periodically test step-in playbooks and readiness checklists
Coordinate cross-functional teams to ensure needs are met, along with seamless execution of step-in rights
Document lessons learned and update procedures
Coordinate transparent, timely communications with executive leadership and stakeholders, ensuring visibility into performance, risks, escalations, and governance outcomes
Foster a culture of transparency, trust, and shared accountability among providers, internal stakeholders, and all team members
Prepare and deliver executive summaries to include what happened, impact, root cause hypotheses, mitigation plans, and clarity of decisions needed
Operate and continuously improve the escalation path from operational to executive levels, maintaining transparency across providers and our internal stakeholders
Qualification
Required
10+ years in technology service management, vendor management, governance, or IT operations leadership in a large enterprise environment
Demonstrated experience running governance forums from operational to executive levels, with measurable improvement outcomes
Strong knowledge of ITSM/ITIL concepts and how operational processes tie into governance
Strong leadership skills with a history of guiding high-performing teams
Commercial fluency to partner effectively with contract/commercial leaders
Excellent executive communication skills, strong facilitation, and a track record of driving accountability across teams that do not report to you
Bachelor's degree required
Preferred
5+ years leading governance for large outsourcing/MSP relationships (multi-provider and/or multi-tower preferred)
Advanced degree preferred
Benefits
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.
Company
Gap Inc.
Gap Inc., a house of iconic brands, is the largest specialty apparel company in America.
10001+ employees
H1B Sponsorship
Gap Inc. has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (105)
2024 (117)
2023 (151)
2022 (142)
2021 (111)
2020 (80)
Funding
Current Stage
Public CompanyTotal Funding
$2.25B2020-05-07Post Ipo Debt· $2.25B
1978-01-13IPO
Leadership Team
Richard Dickson
Chief Executive Officer
Sven Gerjets
EVP, Chief Technology Officer
Recent News
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2026-02-03
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2026-01-24
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