Director of Service Operations (DevOps and IT)

We’re looking for a hands-on Service Operations Director to lead our DevOps and IT Operations functions. You will be responsible for the reliability, scalability, and cost-effectiveness of our infrastructure — across both development and production environments. Working closely with our Product and Engineering teams, you’ll drive strategic platform initiatives, ensure smooth internal tooling, and foster a strong culture of operational excellence. 

This is a leadership role that also requires rolling up your sleeves. You’ll mentor a small, bright, but relatively inexperienced team of 5, and lead by example as you scale our platform to new markets. 

DevOps

• 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 

IT Management 

• Manage IT operations, including support for internal tools and systems 

• Good Office365 knowledge and use of MS-Entra is essential 

• Own (via local staff) relationships with suppliers of hardware 

• Own and manage the connectivity of multiple office locations in 6 African countries 

Requirements

• 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) 

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

• 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 

Benefits

At Reliance Health, we prioritize our people and their well-being. Our benefits package is designed to support your success, growth, and happiness. Here’s what you’ll enjoy:

• Remote-First Environment
  Work from anywhere while staying connected to a vibrant, collaborative team.
• Competitive Salary and Benefits
  We offer a salary that’s benchmarked against the best in the industry, ensuring your expertise and impact are fully rewarded.
• Premium Health Insurance
  Comprehensive health coverage for you and your family, because your well-being comes first.
• Unlimited Leave
  Take the time you need when you need it—no limits, no questions.
• Meaningful Impact
  Play a key role in transforming customer experiences and shaping healthcare innovation.
• Collaborative Work Culture
  Join a supportive, inclusive, and team-focused environment that celebrates diversity.
• Growth Opportunities
  Access tools, mentorship, and resources to elevate your skills and career.
• Learning & Development Allowance
  We provide an allowance to support your ongoing professional growth and skill enhancement.