Manager, Engineering, IT Services (San Francisco, CA, US, 50298929) bei Sephora

Job ID: 276456
Location Name: CA-FSC SF Off (0174)
Address: 350 Mission St, 20th Floor, San Francisco, CA 94105, United States (US)
Job Type: Full Time
Position Type: Regular
Job Function: Information Technology
Remote Eligible:Hybrid Schedule

Company Overview:

At Sephora we inspire our customers, empower our teams, and help them become the best versions of themselves.  We create an environment where people are valued, and differences are celebrated. Every day, our teams across the world bring to life our purpose: to expand the way the world sees beauty by empowering the Extra Ordinary in each of us.  We are united by a common goal - to reimagine the future of beauty.

The Opportunity:

Technology

Our technology team works fast and smart. With San Francisco as our home, we take bringing new tech to market seriously, developing the latest in mobile technologies, scalable architecture, and the coolest in-store client experience. We love what we do and we have fun doing it. The Technology group is comprised of motivated self-starters and true team players that are absolutely integral to the growth of Sephora and our future success. 

Your role at Sephora...

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.

Responsibilities:

Technical Leadership & Delivery

• 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.

Architecture & Standards

• Define and enforce architectural principles and best practices for IT Services platforms.
• Ensure solutions are scalable, secure, and aligned with enterprise architecture strategy.

Operational Support & Incident Management

• 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.

Global Team Leadership

• 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.

Roadmap & Stakeholder Engagement

• 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.

Vendor & Cost Management

• Manage vendor relationships, track service levels, and identify cost optimization opportunities.

We're excited about you if you have:

• 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.
• 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. 

The annual base salary range for this position is $173,610.00 - $192,900.00 The actual base salary offered depends on a variety of factors, which may include, as applicable, the applicant’s qualifications for the position; years of relevant experience; specific and unique skills; level of education attained; certifications or other professional licenses held; other legitimate, non-discriminatory business factors specific to the position; and the geographic location in which the applicant lives and/or from which they will perform the job.  Individuals employed in this position may also be eligible to earn bonuses.  Sephora offers a generous benefits package to full-time employees, which includes comprehensive health, dental and vision plans; a superior 401(k) plan, various paid time off programs; employee discount/perks; life insurance; disability insurance; flexible spending accounts; and an employee referral bonus program. This job will be posted for a minimum of 5 days.

While at Sephora, you’ll enjoy… 

• The people. You will be surrounded by some of the most talented leaders and teams – people you can be proud to work with.  
• The learning. We invest in training and developing our teams, and you will continue evolving and building your skills through personalized career plans.
• The culture. As a leading beauty retailer within the LVMH family, our reach is broad, and our impact is global. It is in our DNA to innovate and, at Sephora, all 40,000 passionate team members across 35 markets and 3,000+ stores, are united by a common goal - to reimagine the future of beauty.

You can unleash your creativity, because we’ve got disruptive spirit. You can learn and evolve, because we empower you to be your best. You can be yourself, because you are what sets us apart. This, is the future of beauty. Reimagine your future, at Sephora.

Sephora is an equal opportunity employer and values diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, ancestry, citizenship, gender, gender identity, sexual orientation, age, marital status, military/veteran status, or disability status. Sephora is committed to working with and providing reasonable accommodation to applicants with physical and mental disabilities.

Sephora will consider for employment all qualified applicants with criminal histories in a manner consistent with applicable law.