Manager, Engineering, IT Services

Sephora • San Francisco, CA

66d

About The Position

We are seeking a hands-on technical leader who combines deep engineering expertise with strong leadership skills. This role is not just about managing people-it's about owning technical outcomes, setting architectural direction, and leading by example. The ideal candidate is passionate about building scalable, secure, and reliable IT Services platforms, while coaching and developing a high-performing engineering team. You will be accountable for technical delivery, architectural integrity, operational stability, and service quality across core platforms, including ServiceNow, JIRA, and other enterprise platforms. This includes Level 3+ support ownership, SLA adherence, and proactive incident prevention. The role requires someone who can design, code, and troubleshoot when needed, while managing a globally distributed team and fostering a culture of engineering excellence.

Requirements

• 10+ years progressive software engineering and/or architecture experience (hands-on)
• 5+ years platform ownership: ServiceNow and/or Atlassian (JIRA, Confluence) - architecture, customization, integration
• 5+ years Level 3+ production support & incident/problem management (ITIL) in 24×7 enterprise
• 3+ years people management of engineering teams, incl. onshore/nearshore/offshore
• 3+ years agile delivery (Scrum/Kanban), multi-squad coordination, and release/change management
• 3+ years cloud platforms (Azure preferred; AWS acceptable), microservices, RESTful APIs, Webhooks, OAuth 2.0/SAML.
• Hands-on experience integrating and driving adoption of AI and emerging technologies-including Microsoft Cloud Platform (MCP) and enterprise AI tools-by piloting solutions, automating workflows, and mentoring teams to deliver measurable impact.

Nice To Haves

• Architecture & Systems Design: Designs evolvable, secure, scalable services using proven patterns; anticipates future use cases to minimize change cost.
• Enterprise Platform Ownership (ServiceNow + Jira/Confluence Data Center): Administers and integrates ServiceNow and Atlassian DC at scale-workflows, permissions, webhooks, SAML/OAuth, IntegrationHub/MID Server-with robust bi-directional API integrations.
• Cloud Platforms (Azure preferred; AWS acceptable), Microservices, RESTful APIs, Webhooks, OAuth 2.0/SAML: Designs and operates cloud-native microservices and secure RESTful APIs; implements Webhooks and OAuth 2.0/SAML for secure integration; automates delivery pipelines using CI/CD best practices.
• Observability & Reliability Engineering: Defines SLO/SLI; instruments metrics/logs/traces; uses operational data to improve stability and performance; shortens MTTD/MTTR.
• Secure SDLC & Platform Hardening: Fosters a security-first mindset; partners with Security; enforces least-privilege, secret hygiene, threat modeling, and secure coding across integrations.
• Quality Engineering & Test Automation: Owns test strategy (unit/integration/e2e) aligned to the testing pyramid; uses quality metrics to close gaps and reduce defect escape.
• Release & Change Management (ITIL-aligned): Drives release readiness, change success rate, rollback/runbooks, and post-release hygiene; ties change discipline to SLA outcomes.
• Incident Management & L3 Ownership: Leads L3/on-call response and PIRs; turns root causes into durable fixes and knowledge hand-offs to L1/L2.

Responsibilities

• Lead the design, development, and deployment of complex features and integrations across ServiceNow, JIRA, and other enterprise platforms.
• Actively participate in solution design, architecture decisions, and hands-on coding when necessary.
• Review code and provide technical guidance to ensure quality and maintainability.
• Own release planning and production change management (go/no-go criteria, release readiness, rollback plans) with near-zero tolerance for avoidable slippages and outages.
• Work across the full stack-from application and integration layers to underlying infrastructure-to ensure end-to-end performance, security, and reliability.
• Define and enforce architectural principles and best practices for IT Services platforms.
• Ensure solutions are scalable, secure, and aligned with enterprise architecture strategy.
• Own Level 3+ support for all IT Services platforms, ensuring timely resolution of complex issues.
• Accountable for meeting or exceeding SLAs and maintaining high-quality service delivery.
• Drive proactive measures to prevent major incidents and minimize business impact when they occur.
• Own the ITIL lifecycle for Incidents, Service Requests, Change, and Problem (PIRs), including KPI targets for MTTD/MTTR, change success rate, incident repeat rate, and problem backlog burn-down.
• Engage in planned off-hours implementations and participate in a 24×7 on-call rotation for critical incident response.
• Manage and coordinate a diverse team across onshore, nearshore, and offshore locations, ensuring seamless collaboration and consistent delivery standards.
• Mentor and coach engineers to deepen technical expertise, foster innovation, and deliver high-quality solutions.
• Own and execute the IT Services roadmap, ensuring timely delivery of projects and enhancements.
• Collaborate with business and technology stakeholders to align priorities and communicate progress.
• Manage vendor relationships, track service levels, and identify cost optimization opportunities.

What This Job Offers

• Industry: Health and Personal Care Retailers
• Number of Employees: 5,001-10,000 employees