Director of Service Operations (DevOps and IT) at Reliance HMO

Description

• 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