Director of IT | Service Reliability & Operations Governance

Epicor • Minneapolis, MN

3d • Hybrid

About The Position

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.

Requirements

• 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.

Nice To Haves

• Master’s degree.
• Experience working in SaaS, cloud, enterprise software, or technology operations environments.

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.

Benefits

• Comprehensive health and wellness benefits designed to support your overall well-being.
• Opportunities for mentorship, continuing education, and focused career goal setting, with 25% of positions filled internally.
• Free LinkedIn Learning licenses for everyone, along with our Mentoring Program to boost your personal development.
• Collaborate with a diverse team in an inclusive, global workplace that fosters innovation and celebrates partnership.
• Policies built on mutual trust and support, encouraging time off to rest, recharge, and reconnect.
• Comprehensive support for international relocations and permanent residency processes.

What This Job Offers

• Job Type: Full-time
• Career Level: Director