Operational Readiness & Hypercare Lead
Location: Flexible / Hybrid
Contract: 12 months FTC
About the role
A key Vets strategic £20m+ project implementing a new cloud-based practice management system into 450 locations with 7,000 users is seeking a lead to provide support for Early Life Support through the early stages of project deliverables.
Working closely with the project team and taking input from IT Service and Operations this role will:
1. Work closely with internal and external support teams to quickly identify hotspots, trends & root cause plans during supplier hypercare.
2. Work with the project to prioritise fixes in deployment depending on impact to practices and a cost vs. value approach, track delivery of these and agree owners.
3. Perform analysis across the various sources of data available from internal and external service management systems to drive improvements.
4. Develop bespoke project reporting to drive the right improvement activity within the project.
5. Using a data-led approach, identification and feedback of opportunities for further development to the project and Steerco.
6. Work closely with Service Transition to ensure migrated practices and project changes to solution are handed over thoroughly and in good time to ensure Service teams are lined up to support
7. Taking feedback from Service as well as Voice of the Practice to ensure that services are aligned correctly.
8. Track the impact on Service to ensure that post-migration support is normalised to the levels observed prior to the change being delivered.
About you
You’ll be comfortable operating in complex environments, balancing day‑to‑day service delivery with programme‑level decision‑making. You’re likely to have:
9. Experience in service management, operational delivery, or hypercare/ post‑implementation support
10. Strong communication and stakeholder management skills, including influencing at a senior level
11. Strong capability in service metrics, reporting and root‑cause analysis
12. A track record of managing or integrating multiple services or suppliers
13. A pragmatic, solutions‑focused approach and confidence working in ambiguity
14. Strong analytical skills
Why join us
This is a unique opportunity to shape how Early Life support operates at scale within a major transformation programme, leaving a lasting impact on service quality, sustainability and future rollouts.
We take our inspiration from pets in embracing people from all walks of life, and we value, respect and celebrate difference. We encourage our people to be their best selves so that we can create a better world for Pets, our Planet, and People. Our ambition is to reflect the diversity of the communities we operate in, and we are intentional in addressing and removing barriers to create opportunities for the exceptional talent and potential in our communities. Even if your skills and experience don’t perfectly align, if you think you can make a unique contribution through your values and behaviours, we want to hear from you.
We take our inspiration from pets in embracing people from all walks of life, and we value, respect and celebrate difference. We encourage our people to be their best selves so that we can create a better world for Pets, our Planet, and People. Our ambition is to reflect the diversity of the communities we operate in, and we are intentional in addressing and removing barriers to create opportunities for the exceptional talent and potential in our communities. Even if your skills and experience don’t perfectly align, if you think you can make a unique contribution through your values and behaviours, we want to hear from you.