About the Role
The TVC Technology Manager leads the operational management of TVC’s core technology platforms, making sure they are stable, secure and future-ready. Acting as the bridge between TVC business leaders and the wider Pets technology function, the role steers day-to-day service delivery while shaping the roadmap that will fully integrate TVC into our standard governance, service and security frameworks. Success means TVC runs on technology that is resilient, compliant and scalable, giving colleagues the confidence and headspace to focus on delivering exceptional care for pets and the people who love them. Key stakeholders include senior leaders across TVC, Group IT, InfoSec, IT Service, IT Operations, commercial partners and third-party suppliers. A small team looks to this role for clear direction, coaching and the ability to navigate ambiguity with calm resilience.
Key Responsibilities
Operational Management & Service Excellence
1. Oversee daily performance of TVC platforms, applying robust incident, problem and change disciplines to minimise service disruption and uphold agreed service levels.
2. Establish and test disaster recovery and business continuity capabilities, ensuring the platform can recover swiftly from unplanned events.
3. Track and report key operational metrics, using insight to pre-empt issues and drive service improvements that enhance colleague and customer experience.
4. Embed good practices drawn from ITIL and other recognised frameworks to maintain consistency with wider Pets technology standards.
Cyber Security & Technology Risk
5. Champion a security-by-design mindset, enforcing pragmatic controls that reflect Pets’ InfoSec policies, regulatory obligations and risk appetite.
6. Conduct regular risk assessments and compliance checks, remediating gaps promptly and transparently.
7. Promote colleague awareness of security best practice, balancing vigilance with a practical, enabling approach to getting work done.
8. Partner with the central Cyber team to implement threat-monitoring, vulnerability management and incident response processes specific to TVC.
Leadership & Stakeholder Engagement
9. Provide clear, inclusive leadership to the TVC technology team, setting goals, coaching for growth and modelling resilience and adaptability.
10. Act as the trusted technology adviser to TVC’s leadership, translating clinical and commercial priorities into actionable technology plans.
11. Influence the wider Pets technology community to secure the right resources, challenge constructively and ensure TVC remains visible in portfolio discussions.
12. Communicate progress, risks and opportunities in plain language, fostering confidence and collaboration across all stakeholder groups.
Supplier & Vendor Governance
13. Own relationships with third-party service providers, defining SLAs, performance measures and continuous improvement targets aligned to TVC needs.
14. Run regular service reviews, holding suppliers to account for quality, cost efficiency and compliance with Pets’ standards.
15. Negotiate pragmatic solutions when issues arise, balancing commercial rigour with our commitment to partnership and shared outcomes.
16. Monitor supplier risk, ensuring contingency plans and exit strategies are in place to safeguard service continuity.
Integration & Strategic Roadmap
17. Shape and maintain an 18-month roadmap that aligns TVC’s technology stack with the wider Pets ecosystem, covering architecture, security and operational practices.
18. Coordinate resourcing, prioritisation and change management to deliver integration milestones on time and within budget.
19. Remove blockers and adapt plans swiftly when priorities shift, keeping stakeholders informed and engaged throughout.
20. Capture lessons learnt to refine future integrations across the Group, contributing to our ambition of building the world’s best pet care platform.
Continuous Improvement & Innovation
21. Identify opportunities for automation, process optimisation and new capabilities that enhance resilience, scalability and user experience.
22. Lead small proof-of-concept initiatives, using data to validate benefits and inform investment decisions.
23. Foster a culture of curiosity and constructive challenge, encouraging the team to experiment, learn and iterate.
24. Share success stories and insights across the wider technology community to amplify impact and accelerate collective learning.
About You
Essential
25. Proven track record of managing business-critical technology platforms in a complex, multi-vendor environment.
26. Strong knowledge of IT service management (., ITIL) with hands-on experience implementing incident, problem and change processes.
27. Demonstrable expertise in cyber security controls, risk management and regulatory compliance within a UK context.
28. An understanding of JavaScript, .Net and Azure SQL.
29. An understanding of Microsoft technologies (M365, Azure, MFA
30. Experience leading and developing technical teams, with a focus on resilience, adaptability and continuous improvement.
31. Confident communicator able to influence senior stakeholders and navigate ambiguous priorities effectively.
Desirable
32. Experience integrating acquired or subsidiary technology estates into a larger corporate environment.
33. Exposure to healthcare, veterinary or other highly regulated service sectors.
34. Relevant professional certifications (., ITIL v4, CISSP, CISM, Prince2/Agile project management).
35. Familiarity with cloud-based architectures and modern DevOps or automation practices.
Disclaimer
This role profile sets out the current duties of the post that may vary from time to time without changing the character of the job or the level of responsibility entailed. However, all role profiles are regularly reviewed and updated accordingly in line with business needs.
Pets just see people. They aren’t biased and they don’t discriminate. We take our inspiration from pets, and we value and respect difference in all its forms. Our aim is to reflect the diversity of the communities we operate in, and every colleague can help us achieve this. We encourage our people to be themselves so 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!