Cloud Reliability & Change Governance Director

Epicor; Philadelphia (Philadelphia County); On-site; USD 163,000 - 277,000; Full time

Benefits offered by this job

Health and Wellness

Internal Mobility

Career Development

Inclusive Workplace

Work-Life Balance

Global Mobility

Job summary

Epicor is seeking a Director of Service Reliability & Operations Governance to establish a clear view of service performance and operational health across our cloud environment. You will connect insights across Support, Customer Success, Product, Engineering, and Cloud Operations to reduce risk and strengthen customer experience.

You will lead reliability insights, governance of change control, and the development of executive-ready metrics, driving improvements across incident, problem, and

Qualifications

• 11+ years’ experience in cloud operations, service reliability, or related fields.
• Strong knowledge of cloud operations, service reliability, and ITIL Service Management disciplines.
• Experience leading reliability, incident analysis, and continuous improvement programs.
• Experience developing governance frameworks for change control, release quality, and operational readiness.
• Advanced analytical, problem-solving, and root-cause analysis skills.
• Strong cross-functional leadership and communication across Support, Customer Success, Product, Engineering, and Cloud Operations.

Responsibilities

• Lead the development of service reliability insights, reporting, standards, and performance measures across cloud services.
• Establish frameworks for identifying incident causes, recurring issues, and service performance trends.
• Partner across teams to connect operational data, reliability signals, and customer outcomes.
• Translate insights into prioritized improvement plans to reduce incident recurrence.
• Own governance of change control practices, deployment readiness, and risk analysis of failed deployments.
• Define and monitor reliability metrics and executive-ready insights on trends and risks.
• Drive continuous improvement across incident, problem, and change management practices.

Skills

Cloud operations

Service reliability

ITIL

Leadership

Analytics

Cross-functional collaboration

Education

Bachelor’s degree or equivalent

Job description

Epicor is seeking a Director of Service Reliability & Operations Governance to establish a clear view of service performance and operational health across our cloud environment. You will connect insights across Support, Customer Success, Product, Engineering, and Cloud Operations to reduce risk and strengthen customer experience.

You will lead reliability insights, governance of change control, and the development of executive-ready metrics, driving improvements across incident, problem, and