Sr. Director, Software Engineering - Strategic Provider Operations

About Gap Inc.

Our brands bridge the gaps we see in the world. Old Navy democratizes style to ensure everyone has access to quality fashion at every price point. Athleta unleashes the potential of every woman, regardless of body size, age or ethnicity. Banana Republic believes in sustainable luxury for all. And Gap inspires the world to bring individuality to modern, responsibly made essentials.

This simple idea—that we all deserve to belong, and on our own terms—is core to who we are as a company and how we make decisions. Our team is made up of thousands of people across the globe who take risks, think big, and do good for our customers, communities, and the planet. Ready to learn fast, create with audacity and lead boldly?

Join our team.

The Senior Director, MSP Governance, designs, leads, and continuously improves Gap’s governance system for a multi‑provider managed services ecosystem including Technology Operations, Application Development & Maintenance, and Managed Security Services. This role ensures disciplined, outcome‑oriented, and evidence‑based governance, driving operational excellence and accountability across all MSP relationships, ensuring delivery to our customers. Your work output supports the unified framework across our MSPs achieving consistent delivery standards, performance outcomes, and strategic alignment.

• 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/Q  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, escalating critical risks to executive leadership, and ensuring 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…