Sr. Manager, OneSource Service

Responsibilities

The Sr. OneSource Services Manager holds full site-level accountability for the delivery of OneSource Laboratory Services at a strategic customer account, covering service quality, compliance, team performance, and continuous improvement. Working in partnership with the OneSource General Manager, this leader ensures standardized, high-quality service across all lines, including Asset Management, Scientific Services, LabIT, Relocation, and Technology, while serving as the senior commercial and strategic partner to the customer. The role pairs operational execution with responsibility for identifying and escalating new and expansion opportunities, drawing on deep operational insight and strong customer relationships to support the customer’s evolving scientific and operational needs.

Operations, Quality & Compliance

• Provide site leadership and accountability for the delivery of OneSource Laboratory Services, ensuring consistent execution and operational excellence across all service lines.
• Ensure all services meet contractual, regulatory, and quality standards, including 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) on site, 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 keep service delivery auditable and scalable.

Customer Engagement & Strategic Partnership

• Serve as the primary senior point of contact for operational and service delivery matters, building trusted relationships with customer scientific, operational, and facilities leadership.
• Lead regular operational and executive-level reviews to assess performance, resolve issues, and align OneSource services with evolving customer priorities.
• Represent OneSource in 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 identify opportunities for service expansion or enhancement.
• Identify, assess, and escalate new or expansion commercial opportunities, for example additional automation support, expanded flow cytometry services, or increased media preparation capacity, in partnership with the OneSource General Manager and Commercial teams.
• Support business case development with operational insight, data, and feasibility assessments, then translate approved agreements into executable operational plans that ensure a seamless service launch and sustained performance.

Team Leadership & Talent Development

• Lead, mentor, and develop on-site OneSource staff, fostering a culture of accountability and customer-focused service excellence.
• Ensure team competency across all supported 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.
• Lead hiring, onboarding, coaching, and performance evaluations, and address performance or disciplinary issues in accordance with company policies and applicable regulations.

Resource Planning, Reporting & Business Management

• Deploy on-site resources efficiently through scheduling, workload balancing, and capacity planning.
• Own site-level administrative responsibilities, including time and labor approval, expense management, and time-off administration.
• Own the tracking and reporting of KPIs and SLAs, ensuring targets are met or exceeded, and translate performance data into executive-ready insights that drive continuous improvement, cost efficiency, and informed decisions.

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
• Proficiency with Microsoft 365 tools (Outlook, Teams, Word, Excel, PowerPoint)
• Able 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
• Experience supporting research laboratories, preferably within the pharmaceutical or biotechnology industry
• Lab IT experience
• Strong knowledge of laboratory safety practices and regulatory requirements
• Leadership experience may include leading, guiding, mentoring, or coaching others
• Travel up to 15%

Preferred Qualifications

• Familiarity with 5S, Lean, and/or Six Sigma methodologies
• Commercial and P&L experience
• Stakeholder management