Director, Cloud Reliability & Operations Governance

Epicor; Herndon (VA); 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, health, and incident drivers across our cloud environment. You will partner with Support, Customer Success, Product, Engineering, and Cloud Operations to improve stability and customer outcomes.

You will lead reliability programs, governance for change control, and executive-ready metrics while driving continuous improvement and reducing operational risk.

Qualifications

• 11+ years' experience in cloud operations or related field with 6+ years in management/leadership.
• Strong knowledge of ITIL Service Management disciplines: Incident, Problem, Change.
• Experience leading reliability, incident analysis, and continuous improvement programs.
• Experience developing governance frameworks for change control and operational readiness.

Responsibilities

• Lead development of service reliability insights, reporting, standards, and performance measures across cloud services.
• Establish frameworks for identifying incident causes, recurring issues, performance trends, and customer impact.
• Partner across Support, Customer Success, Product, Engineering, and Cloud Operations to connect operational data with customer outcomes.
• Translate insights and root cause findings into prioritized improvement plans to reduce incident recurrence.
• Own governance of change control practices, including change quality and deployment readiness.
• Define and monitor reliability metrics and progress indicators for executive-ready insights.
• Drive continuous improvement across incident, problem, and change management practices.

Skills

Cloud operations

Service reliability

Incidents analysis

Cross-functional leadership

Data to insights

Stakeholder communication

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, health, and incident drivers across our cloud environment. You will partner with Support, Customer Success, Product, Engineering, and Cloud Operations to improve stability and customer outcomes.

You will lead reliability programs, governance for change control, and executive-ready metrics while driving continuous improvement and reducing operational risk.