Director of Service Operations

Summary

Join Reliance Health as a hands-on Service Operations Director to lead DevOps and IT Operations, ensuring reliable, scalable, and cost-effective infrastructure across development and production. You will mentor a team, drive strategic platform initiatives, and foster operational excellence. This leadership role demands technical expertise and collaboration with Product and Engineering teams. Responsibilities include managing infrastructure lifecycle, overseeing CI/CD, monitoring system performance, and managing IT operations across multiple African office locations. The ideal candidate possesses strong cloud infrastructure, CI/CD, and monitoring skills, along with experience managing small teams and mentoring junior engineers.

Requirements

• Good Office365 knowledge and use of MS-Entra is essential
• Proven experience leading DevOps or Service Operations in a scaling technology company
• Strong hands-on skills in cloud infrastructure (AWS), CI/CD, infrastructure-as-code, and monitoring (preferably with New Relic)
• A pragmatic problem-solver who can lead strategically while diving into technical details
• Excellent communicator who can explain infrastructure to technical and non-technical audiences
• Experience managing small teams and mentoring junior engineers
• Familiar with incident management processes and driving continuous improvement
• Comfortable working remotely, with 4–6 hours of overlap with UTC+1

Responsibilities

• Own and manage the full lifecycle of infrastructure and operations — from development environments to live production systems
• Lead the ongoing migration from Kubernetes to Nomad, ensuring minimal disruption and clear documentation
• Oversee the CI/CD process using Octopus Deploy, driving improvements in deployment frequency and reliability
• Monitor system performance using New Relic and other observability tools; proactively resolve bottlenecks and incidents
• Collaborate with Product and Engineering on platform upgrades, internal tooling, and systems scalability
• Set up and maintain VOIP infrastructure (FreePBX) as we expand into new regions
• Define and refine incident response processes (business hours only), ensuring fast and transparent resolution
• Take ownership of infrastructure security practices, coordinating with the broader security approach of the company
• Educate and mentor your team, fostering growth in DevOps principles and operational excellence
• Track and manage cloud infrastructure costs, making data-informed decisions to optimize spend
• Define and monitor key KPIs: system availability, incident frequency/severity, and cost performance
• Manage IT operations, including support for internal tools and systems
• Own (via local staff) relationships with suppliers of hardware
• Own and manage the connectivity of multiple office locations in 6 African countries

Preferred Qualifications

Experience with Nomad, Octopus Deploy, Office365, and FreePBX is a strong plus

Benefits

• Remote-First Environment
• Competitive Salary and Benefits
• Premium Health Insurance
• Unlimited Leave
• Meaningful Impact
• Collaborative Work Culture
• Growth Opportunities
• Learning & Development Allowance