Cloud Reliability & Operations Governance Director

Grow; Austin (TX); Hybrid; 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 change effectiveness across our cloud environment. You will connect insights across Support, CS, Product, Engineering, and Cloud Operations to reduce risk, improve stability, and strengthen customer experience.

Strong leadership and ITIL experience are essential. Join a global, innovative team driving operational discipline and measurable improvements in service

Qualifications

• 11+ years in cloud operations or related fields with leadership experience.
• Strong knowledge of ITIL disciplines (Incident, Problem, Change).
• Experience leading reliability and continuous improvement programs.
• Ability to define governance for change control, release readiness and operational readiness.
• Analytical mindset to translate data into actionable improvements and decisions.
• Excellent cross-functional communication with senior leadership.

Responsibilities

• Lead development of reliability insights, reporting, standards and metrics across cloud services.
• Establish frameworks to identify incident causes and performance trends with customer impact.
• Partner across Support, CS, Product, Engineering and Cloud Ops to connect data and outcomes.
• Translate insights into prioritized improvement plans to reduce incident recurrence.
• Own governance of change control, deployment readiness and risk analysis.
• Define and monitor reliability metrics and provide executive-ready insights.
• Drive continuous improvement across incident, problem and change management.

Skills

Cloud operations

Service reliability

Incident analysis

Change management

Cross-functional leadership

Education

Bachelor’s degree or equivalent experience

Master’s degree (preferred)

Job description

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

Strong leadership and ITIL experience are essential. Join a global, innovative team driving operational discipline and measurable improvements in service