Cloud Reliability & Operations Governance Director

Epicor; Bensalem Township (Bucks County); Hybrid; USD 163,000 - 277,000; Full time

Benefits offered by this job

Health and Wellness benefits

Internal Mobility opportunities

Career Development resources

Inclusive Workplace culture

Work-Life Balance policies

Global Mobility support

Job summary

Epicor is seeking a Director of Service Reliability & Operations Governance to establish clear views 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 own governance of change control, define reliability metrics, and drive improvements to incident and change management processes, influencing senior leadership

Qualifications

• 11+ years' experience in cloud operations, service reliability, technical support operations, customer operations, product operations, or a related field, including 6+ years' management or people leadership experience.
• Strong knowledge of cloud operations, service reliability, operational performance measurement, and ITIL Service Management disciplines, including Incident, Problem, and Change Management.
• Experience leading reliability, incident analysis, operational insights, service performance, or continuous improvement programs.
• Experience developing governance frameworks for change control, release quality, operational readiness, and service reliability.
• Advanced analytical, problem-solving, and root cause analysis skills, with the ability to synthesize complex information into clear recommendations and action plans.
• Strong cross-functional leadership and communication skills, with the ability to influence stakeholders across Support, Customer Success, Product, Engineering, Cloud Operations, and senior leadership.
• Bachelor's degree or equivalent experience.

Responsibilities

• Lead the development of service reliability insights, reporting, standards, and performance measures across cloud services.
• Establish consistent frameworks for identifying, categorizing, and analyzing incident causes, recurring issues, service performance trends, and customer impact.
• Partner across Support, Customer Success, Product, Engineering, and Cloud Operations to connect operational data, product reliability signals, and customer outcomes.
• Translate operational insights and root cause analysis findings into prioritized, accountable improvement plans that reduce incident recurrence and improve service stability.
• Own governance of change control practices, including change quality, deployment readiness, change success rates, risk assessment, and analysis of failed deployments or change-related incidents.
• Define and monitor reliability metrics, performance thresholds, and progress indicators, providing executive-ready insights on trends, risks, customer impact, and improvement progress.
• Drive continuous improvement across incident, problem, and change management practices to strengthen operational discipline, decision-making, and service reliability.

Skills

Cloud operations

Service reliability

ITIL

Cross-functional leadership

Data analysis

Root cause analysis

Stakeholder influence

Communication skills

Education

Bachelor's degree or equivalent experience

Master's degree

Job description

Epicor is seeking a Director of Service Reliability & Operations Governance to establish clear views 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 own governance of change control, define reliability metrics, and drive improvements to incident and change management processes, influencing senior leadership