Vice President, Strategic Provider Operations

About the Role

The Vice President of Strategic Provider Operations is a critical leadership role responsible for orchestrating and governing a multi-provider outsourcing ecosystem that delivers key technology services to the enterprise. This role ensures that all Managed Service Providers (MSPs) operate under a unified framework with consistent delivery standards, performance outcomes, and strategic alignment. As the central leader overseeing provider performance, contracts, capacity, and innovation, this executive enables operational scale, efficiency, and continuous improvement across the Technology organization. This VP will focus on setting strategic direction, ensuring providers deliver Gap’s strategic intent, and building/leading the teams responsible for day-to-day performance and contract management.

Salary Range: $300,000 - $330,000 USD
Employee pay will vary based on factors such as qualifications, experience, skill level, competencies and work location. We will meet minimum wage or minimum of the pay range (whichever is higher) based on city, county and state requirements.

What You'll Do

Strategic Provider Governance

• Establish and lead a centralized governance model for all MSPs supporting technology services.
• Define and enforce common standards, obligations, and metrics to ensure coordinated delivery and unified outcomes across providers.
• Act as a strategic integrator of vendor services, ensuring alignment with business objectives and operational priorities.
• Develop and mature Gap’s MSP management competencies across Gap’s IT organization, including training, coaching, and institutionalizing best practices, so that Gap’s IT leaders and teams can effectively govern, manage by outcomes, and collaborate in a multi-provider ecosystem.

Partnership and Relationship Management

• Serve as the executive point of contact for strategic MSPs, managing executive-level relationships and driving long-term value along with executive sponsors.
• Facilitate structured collaboration across partners through business reviews, joint planning sessions, and strategic steering committees.
• Foster a culture of transparency, trust, and shared accountability among providers and internal stakeholders.

Performance, Financial, and Contract Management

• Provide executive oversight to ensure providers deliver on Gap’s strategic outcomes—including modernization, adoption of AI capabilities, provider and industry best practices, and delivery of innovation—beyond contractual minimums
• Build and lead high-performing teams with expertise in performance management, governance, and contract optimization. Ensure these teams establish and enforce SLAs, KPIs, XLAs, OLAs, and compliance metrics, and drive provider accountability for proactive remediation.
• Oversee the development, execution, and ongoing management of contracts, ensuring terms reflect performance expectations, risk mitigation, and value realization.
• Drive financial oversight, including budgeting, forecasting, and cost optimization strategies for provider services.
• Lead contract renewals, negotiations, amendments, and terminations in partnership with Legal, Finance, and Procurement teams.

Capacity Management

• Partner with internal stakeholders and providers to forecast demand, allocate resources, and scale capacity to meet evolving business and technology needs.
• Ensure providers have the right skills, bandwidth, and geographic coverage to support operational resiliency and strategic growth.
• Address resource gaps proactively and coordinate provider staffing strategies during peak periods, transformation efforts, or incidents.

Innovation and Continuous Improvement

• Co-lead initiatives that promote innovation within the provider ecosystem, leveraging emerging technologies, process automation, and new delivery models.
• Champion a continuous improvement culture, identifying opportunities to increase efficiency, reduce risk, and enhance service experience.
• Drive innovation workshops, pilot programs, and best practice sharing across partners to evolve service capabilities and delivery excellence.
• Champion adoption of provider best practices, including AI-enabled operations (AIOps), AI-first data lifecycle practices, and AI-first software delivery lifecycles. Advocate for and secure adoption of these practices across Gap’s retained IT organization to ensure modernization, productivity, and business outcomes are realized

Unified Outcomes and Operational Integration

• Lead Gap’s transition to and ongoing execution of outcomes-based, progressive outsourcing models, ensuring these constructs deliver measurable business value.
• Align provider roadmaps, milestones, and initiatives with in