We are looking for experienced Leader to join our OneSource team in Stevenage.
The OneSource Services Site Leader ensures delivery of best-in-class service delivery and customer support by overseeing service resources, including managers, teams and individual contributors, within the assigned site to achieve established revenue and profitability goals as well as contractual service requirements.
In this role you will work in close collaboration with the customer stakeholders, and internal service leadership to ensure all laboratory support services are executed in compliance with regulatory, safety, and contractual requirements. The role is accountable for tracking, analyzing, and reporting critical KPIs while driving continuous improvement, operational efficiency, and customer satisfaction.
This is an onsite position for the designated client locations.
More information about our OneSource services: OneSource Laboratory Solutions | PerkinElmer
Job Responsibilities:
End‑to‑End Accountability & Decision Ownership
Lead site operations and teams to deliver uninterrupted, contractual service obligations while meeting company annual financial targets
Own end-to-end service performance outcomes for all OneSource delivered services at the site (LIS, GLS, LMS, TLS, Asset Management, etc.), regardless of internal suborganization
Act as the final decision authority on site level tradeoffs (e.g., prioritization, resourcing shifts, escalation paths) within contracted scope
Be accountable for closing gaps across service boundaries, ensuring no “white space” between internal teams or between internal and client functions
Single Interface to Site Leadership & Customer Stakeholders; Escalation Ownership & Crisis Leadership
Develop and maintain relationships on an individual basis with key customer contacts. Serve as the sole senior OneSource interface to key customer stakeholder groups
Translate site strategy and priorities into clear, executable direction for all internal teams
Act as the single point of escalation for all OneSource related site issues
Lead coordinated OneSource response during Critical incidents, major service disruptions, and regulatory or safety events
Own ‑site level communications related to OneSource services, changes, risks, and performance narratives, and ensure clear, timely communication to site leadership during issues and recovery
Integrated Performance Management & Insights
Meet or exceed defined site-wide KPIs and SLAs
Own a single, integrated site performance view across all OneSource services, including:
Service levels, responsiveness, backlog, and risk
Quality, safety, and compliance indicators
Scientist experience and recurring pain points
Lead root cause analysis for cross service issues and ensure corrective actions are implemented and sustained
Proactively identify leading indicators of service failure and escalate before impact to science
Change Management & Scope Governance
Own site level change management for:
Scope changes, pilots, and new service introductions
Organizational or operating model changes within OneSource
Act as the gatekeeper for scope clarity, ensuring all work aligns to contract, SoW, and agreed change control processes
Ensure changes are socialized, risk assessed, and operationally ready before go live
Quality, Safety, and Compliance Stewardship
Be the site level accountable owner for:
Ensure OneSource staff are trained, qualified, and operating in alignment with site-specific requirements as well as global standards
Lead response and remediation for quality events, safety incidents, or compliance deviations involving PE services
Cross Functional Integration within OneSource and Beyond with the Client
Partner with client to understand service needs and goals, supporting the delivery of service both current and new. Integrate product and service initiatives with resource deployment
Proactively integrate PE services with:
Customer lab operations and scientific teams
Customer Facilities, and Engineering Services
Procurement, IT, Quality, and EHS departments
Resolve ownership ambiguity at boundaries of customer-to-OneSource activity
Ensure OneSource services enable, not constrain, scientist productivity and lab readiness
Talent, Capability, and Culture Leadership
Foster a strong safety, quality, and service culture, aligned with site expectations. Promote company core values to build an organization and culture that is customer- and growth-focused
Ensure OneSource teams understand the scientist mission and site context, and are not just task execution-focused
Be accountable for capability depth and succession planning for roles at the site. Recruit, hire and retain top talent. Drive succession planning and organization strength using the performance management process
Train and develop. Identifies ongoing team training to strengthen service and service support, supervision and management. Assign stretch assignments to individuals for personal growth
Manage performance issues
Recognize and reward individuals who demonstrate exceptional performance
Continuous Improvement & Value Realization
Embrace and promote a continuous improvement mindset
Identify and lead continuous improvement initiatives that simplify engagement, reduce friction, and improve lab experience, ensuring customer needs (current and future) are met
Partner with site leadership to surface innovation opportunities (such as automation, digitization, sustainability, efficiency, etc.) that have the potential to create value (e.g., time back to science, risk reduction), not just cost or compliance. Develop metrics and action plans to convert opportunities into business results
Coordinate and consolidate analysis of area business and marketplace (e.g., installed base, new placements, support strategy, risks, opportunity to improve service to retain and develop new business) to support the business plan process and establish short- and long-term goals
Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities of this job at any time.
Critical Skills:
Excellent interpersonal, written, and verbal communication skills. Leadership presence
Technical problem-solving skills and attention to detail
Excellent customer service skills complimented by an ability to listen to and interpret client requests
Aptitude for technical and practical matters
MS Office Skills: Outlook, PowerPoint, Excel, Word, Teams
Basic Qualifications:
Demonstrated leadership experience with 7+ years of progressive leadership or supervisory role, with a demonstrated track record of developing people, managing performance, and delivering results through teams.Bachelor degree in Science, Biology, Chemistry or related discipline and 5+ years of experience in a laboratory environment OR
High School Diploma/GED with 10+ years of experience working in a research laboratory environment
Effective communication skills – both written and verbal, for interacting with peers, managers, customers, and other technical support professionals – is critical to successful performance in this role
Preferred Qualifications:
Bachelor’s degree in Applied Science, Biology, Chemistry, Electronics, Mathematics, Engineering, Information Technology, or related discipline including military experience. Business or Management Degree also meets criteria.
Knowledge of laboratory safety practices as defined by the Company and/or the customer’s site safety code.
Ability to analyze data and generate reports in support of operational and strategic decision-making.
Working understanding of GLP/GxP.
Working Environment:
Must be able to work in a laboratory, controlled environment requiring personal protective equipment (e.g., lab coat, safety glasses, etc.) in the 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, occasionally move between labs, corridors, adjoining rooms, and buildings onsite.
Occasionally move or lift up to 25 pounds (potential for occasional lifting of up to 50 pounds).
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.
