Director, Cloud Reliability & Operations Governance

Epicor Software Corporation; Minneapolis (MN); Hybrid; USD 163,000 - 277,000; Full time

Benefits offered by this job

Health and wellness

Internal mobility

LinkedIn Learning

Mentoring program

Inclusive workplace

Work-life balance

Global mobility

Job summary

Epicor Software Corporation is seeking a Director of Service Reliability & Operations Governance to establish a unified 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 the customer experience.

You will translate operational insights into prioritized improvement plans, own change governance, and define reliability metrics with

Qualifications

• 11+ years in cloud operations, service reliability, or related field, including 6+ years in leadership.
• Strong knowledge of cloud operations, service reliability, ITIL Incident/Problem/Change Management.
• Experience leading reliability, incident analysis, and improvement programs.
• Experience building governance for change control, release readiness, and operational readiness.

Responsibilities

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

Skills

Cloud operations

Service reliability

ITIL processes

Leadership

Cross-functional collaboration

Data-driven decisions

Communication

Education

Bachelor’s degree or equivalent experience

Master’s degree

Job description

Epicor Software Corporation is seeking a Director of Service Reliability & Operations Governance to establish a unified 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 the customer experience.

You will translate operational insights into prioritized improvement plans, own change governance, and define reliability metrics with