Cloud Reliability & Operations Director

epicorsoftware; Minneapolis (MN); Hybrid; USD 150,000 - 230,000; Full time

Benefits offered by this job

Health and Wellness benefits

Internal Mobility

Career Development

Inclusive Workplace

Work-Life Balance

Global Mobility

Job summary

Epicor is seeking a Director of Service Reliability & Operations Governance to align performance, health, incident drivers, and change effectiveness across our cloud environment. You will partner with Support, Customer Success, Product, Engineering, and Cloud Operations to drive actionable improvements and reduce operational risk.

This role requires extensive cloud operations experience, leadership, and the ability to translate complex data into executive-ready recommendations.

Qualifications

• Must have extensive cloud operations experience and strong leadership capabilities.
• Experience turning complex operational data into clear, actionable improvements.
• Familiarity with ITIL disciplines including Incident, Problem, and Change Management.

Responsibilities

• Lead development of service reliability insights, reporting, standards, and performance measures across cloud services.
• Establish frameworks for incident causes, recurring issues, and service performance trends.
• Partner across Support, Customer Success, Product, Engineering, and Cloud Operations to connect data and outcomes.
• Translate insights into prioritized improvement plans to reduce incidents and improve stability.
• Own governance of change control practices, including deployment readiness and change-related incidents.
• Define and monitor reliability metrics and executive-ready trend reports.

Skills

Cloud operations expertise

Cross-functional leadership

Data-to-insight synthesis

ITIL Service Management knowledge

Incident/change analysis

Executive communication

Education

Bachelor's degree or equivalent experience

Job description

Epicor is seeking a Director of Service Reliability & Operations Governance to align performance, health, incident drivers, and change effectiveness across our cloud environment. You will partner with Support, Customer Success, Product, Engineering, and Cloud Operations to drive actionable improvements and reduce operational risk.

This role requires extensive cloud operations experience, leadership, and the ability to translate complex data into executive-ready recommendations.