Job description

Help shape the future of cloud reliability and operational excellence. As Director of Service Reliability & Operations Governance, you will establish a clear and consistent view of service performance, operational health, incident drivers, and change effectiveness across our cloud environment. You will connect insights across Support, Customer Success, Product, Engineering, and Cloud Operations to reduce operational risk, improve service stability, and strengthen the customer experience. We are seeking applicants with strong cloud operations expertise, cross-functional leadership skills, and the ability to turn complex operational data into clear, actionable improvements. What you will be doing: 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. What you will likely bring: 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. What could set you apart: Master’s degree. Experience working in SaaS, cloud, enterprise software, or technology operations environments. #LI-HYBRID #LI-MB2 About Epicor At Epicor, we’re truly a team. Join 5,000 talented professionals in creating a world of better business through data, AI, and cognitive ERP. We help businesses stay future-ready by connecting people, processes, and technology. From software engineers who command the latest AI technology to business development reps who help us seize new opportunities, the work we do matters. Together, Epicor employees are creating a more resilient global supply chain. We’re Proactive, Proud, Partners . Whatever your career journey, we’ll help you find the right path. Through our training courses, mentorship, and continuous support, you’ll get everything you need to thrive. At Epicor, your success is our success. And that success really matters, because we’re the essential partners for the world’s most essential businesses—the hardworking companies who make, move, and sell the things the world needs. Competitive Pay & Benefits Health and Wellness: Comprehensive health and wellness benefits designed to support your overall well-being. Internal Mobility: Opportunities for mentorship, continuing education, and focused career goal setting, with 25% of positions filled internally. Career Development: Free LinkedIn Learning licenses for everyone, along with our Mentoring Program to boost your personal development. Inclusive Workplace: Collaborate with a diverse team in an inclusive, global workplace that fosters innovation and celebrates partnership. Work-Life Balance: Policies built on mutual trust and support, encouraging time off to rest, recharge, and reconnect. Global Mobility: Comprehensive support for international relocations and permanent residency processes. Equal Opportunities and Accommodations Statement   Epicor is committed to creating a workplace and global community where inclusion is valued; where you bring the whole and real you— that’s who we’re interested in. If you have interest in this or any role- but your experience doesn’t match every qualification of the job description, that’s okay- consider applying regardless.  We are an equal-opportunity employer.  Range: Minimum: $163,000 USD Maximum: $277,000 USD The salary range provided reflects the national average for this job title and does not represent compensation specific to Epicor Software Corporation. Actual compensation will vary based on experience, qualifications, and market factors relevant to the position. Recruiter: Matthew Brady

Requirements

Must-haves

Help shape the future of cloud reliability and operational excellence.
What you will be doing: 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.
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.
What could set you apart: Master’s degree.
Experience working in SaaS, cloud, enterprise software, or technology operations environments.
Minimum: $163,000 USD Maximum: $277,000 USD
Matthew Brady

Nice-to-haves

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Application prep

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Keywords to mirror

airest

Platform: workday
Effort: long

Benefits

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