Senior Service Manager

Job Description Summary:

The OneSource Laboratory Senior Manager Services provides senior operational, quality, and strategic leadership for OneSource Laboratory Services supporting a strategic customer account. This role has full accountability for service excellence, compliance, team performance, and continuous improvement, while also serving as a key commercial and strategic partner to the customer and internal OneSource leadership.

The Senior Manager partners closely with the OneSource General Manager to ensure standardized, high-quality service delivery, consistent customer responsiveness, and alignment with broader OneSource growth objectives. In addition to operational execution, this role is expected to identify, shape, and escalate new and expansion commercial opportunities, leveraging deep operational insight and strong customer relationships.

The Senior Manager works in close collaboration with customer stakeholders and internal service leadership to ensure laboratory support services-including Lab Coordinators and CSE's -are executed in compliance with regulatory, safety, and contractual requirements, while supporting the customer's evolving scientific and operational needs.

Job Responsibilities

OneSource Laboratory Services Operations, Quality & Compliance

• Provide overall leadership and accountability for the delivery of OneSource Laboratory Services, ensuring consistent execution, regulatory compliance, and operational excellence across all service lines.
• Partner with customer stakeholders and internal OneSource teams to ensure laboratory support services are delivered with scientific rigor, consistency, and adherence to contractual, regulatory, and quality standards.
• Ensure all services are performed in alignment with Good Laboratory Practices (GLP), EHS, biosafety, and site-specific laboratory procedures.
• Champion a strong laboratory safety culture in collaboration with customer safety representatives and internal EHS teams, including proper handling of chemicals, biological materials, and hazardous waste.
• Serve as the senior Subject Matter Expert (SME) for OneSource Laboratory Services, providing technical guidance, escalation support, and best-practice implementation across service lines.
• Own the development, review, and governance of SOPs, Work Instructions, and controlled documentation to ensure consistent, auditable, and scalable service delivery.

Customer Engagement, Performance & Strategic Partnership

• Act as the primary senior point of contact for operational and service delivery matters, building trusted relationships with customer scientific, operational, and facilities leadership.
• Ensure defined KPIs and SLAs are consistently met or exceeded, proactively identifying risks, trends, and opportunities to improve service quality, efficiency, and customer satisfaction.
• Lead regular operational and executive-level stakeholder meetings to review performance, resolve issues, and align OneSource services with evolving customer priorities.
• Represent OneSource in floor-level, building, and operational oversight forums to ensure integration with broader laboratory and site operations.

Commercial Acumen & Growth Enablement

• Develop a deep understanding of the customer's scientific roadmap, capacity needs, and operational pain points to proactively identify opportunities for service expansion or enhancement.
• Identify, assess, and escalate new or expansion commercial opportunities (e.g., additional automation support, expanded flow cytometry services, increased media preparation capacity, or new laboratory support offerings) in partnership with the OneSource General Manager and commercial teams.
• Contribute operational insight, data, and feasibility assessments to support business case development, pricing discussions, and formal approval processes.
• Support implementation of approved expansions by translating commercial agreements into executable operational plans, ensuring seamless service launch and sustained performance.
• Act as a growth-minded leader, balancing operational excellence with long-term account value creation.

Team Leadership & Talent Development

• Lead, mentor, and develop on-site OneSource staff, fostering a culture of accountability, continuous improvement, and customer-focused service excellence.
• Ensure team competency across all supported service areas, including glasswash and sterilization, media preparation, laboratory automation platforms, and flow cytometry instrumentation.
• Drive workforce planning, cross-training, succession planning, and performance management in partnership with OneSource leadership.
• Facilitate weekly team lead meetings, one-on-one coaching sessions, and formal performance evaluations.
• Lead interviewing, hiring, onboarding, and training activities to ensure a strong, scalable, and engaged team.
• Address performance or disciplinary issues in accordance with company policies and applicable regulations.

Resource Planning, Reporting & Business Management

• Ensure efficient deployment of on-site resources through effective scheduling, workload balancing, and capacity planning.
• Maintain accountability for site-level administrative responsibilities, including time and labor approval, expense management, onboarding, and time-off administration.
• Own the tracking, analysis, and reporting of operational KPIs and service metrics, translating data into clear, executive-ready insights for customer reviews and internal leadership.
• Use performance data to drive continuous improvement, cost efficiency, and informed decision-making.
• Ensure compliance with all training, security, environmental, and operational standards.

Nothing in this job description restricts management's right to assign or reassign duties and responsibilities of this job at any time.

Critical Skills

• Demonstrated senior operational leadership experience in laboratory or regulated environments
• Strong commercial awareness with the ability to identify, articulate, and escalate growth opportunities
• Proven project management, process optimization, and continuous improvement capability
• Ability to interpret complex operational and laboratory data and translate insights into customer-facing and executive-level reports
• Strong analytical, problem-solving, and decision-making skills
• Excellent written and verbal communication skills, including experience presenting to senior scientific, operational, and business leadership
• Proven people leadership, coaching, and stakeholder management skills
• Experience working in regulated, compliance-driven laboratory environments
• Proficiency with Microsoft 365 tools (Outlook, Teams, Word, Excel, PowerPoint)
• Ability to manage competing priorities in fast-paced, complex laboratory settings
• Experience collaborating with global and cross-functional teams

Basic Qualifications

• Bachelor's degree in a scientific discipline or related field with 7+ years of leadership experience, or Associate's degree in a scientific discipline or related field with 10+ years of leadership experience, or High School Diploma or equivalent with 10+ years of relevant leadership experience
• Leadership experience may include leading, guiding, mentoring, or coaching others.

Preferred Qualifications:

• Experience supporting research laboratories, preferably within the pharmaceutical or biotechnology industry
• Strong knowledge of laboratory safety practices and regulatory requirements
• Familiarity with 5S, Lean, and/or Six Sigma methodologies

Working Environment:

• Must be able to work in a laboratory, controlled environments requiring personal protective equipment (e.g., lab coat, safety glasses, etc.) in laboratory.
• Job pace may be fast and job completion demands may be high.
• Must be able to remain in a stationary position more than 25% of the time
• The person needs to occasionally move between labs, corridors, adjoining rooms, and buildings onsite Frequently operate on instruments, objects, tools or controls, which will require regularly bending, squatting, stretching and reaching in order to perform in a service function.
• Occasionally move or lift up to 25 pounds (potential for occasional lifting of up to 50 pounds).
• Specific vision abilities required by this position include without limitation, the ability to observe details at close range distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus in order to perform the essential service functions of this position.
• Employee may be required to handle hazardous waste according to local, state, and federal regulations. Duties may include identifying, handling, generating, accumulating, storing and labeling hazardous waste.
• Potential risk to lab-based hazards including but not limited to extreme temperature, biological materials, and hazardous chemicals.
• May be required to complete Medical Clearance, Respiratory Protection Training, and Fit Testing to wear a respirator as protection against hazards present in the laboratory environment.