OneSource Laboratory Services Site Director
Location: GSK Stevenage (UK) – Customer Site
We are looking for an 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.
Job Responsibilities
- 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 and 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.
- 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.
- Meet or exceed defined site‑wide KPIs and SLAs; own a single, integrated site performance view across all OneSource services.
- Lead root‑cause analysis for cross‑service issues and ensure corrective actions are implemented and sustained.
- Proactively identify leading indicators of service failure and elevate before impact to science.
- Own site‑level change management for scope changes, pilots, and new service introductions and ensure alignment to contract, SoW, and agreed change control processes.
- Be the site‑level accountable owner for quality and compliance posture of all OneSource services, including audit readiness and inspection support.
- Ensure OneSource staff are trained, qualified, and operating in alignment with site‑specific requirements and global standards.
- Lead response and remediation for quality events, safety incidents, or compliance deviations.
- Partner with client to understand service needs and goals, supporting delivery of current and new services.
- Integrate product and service initiatives with resource deployment and proactively integrate PE services with customer lab operations, scientific teams, and other support functions.
- Ensure OneSource services enable, not constrain, scientist productivity and lab readiness.
- Foster a strong safety, quality, and service culture and promote company core values.
- Recruit, hire, retain, and develop top talent; drive succession planning and organization strength.
- Identify ongoing team training to strengthen service and support, and assign stretch assignments for personal growth.
- Recognize and reward individuals who demonstrate exceptional performance.
- Embrace and promote a continuous improvement mindset, leading initiatives that simplify engagement, reduce friction, and improve lab experience.
- Partner with site leadership to surface innovation opportunities and develop metrics and action plans to convert opportunities into business results.
- Coordinate and consolidate analysis of business and marketplace to support the business plan process and establish short‑ and long‑term goals.
Critical Skills
- Excellent interpersonal, written, and verbal communication skills.
- Leadership presence.
- Technical problem‑solving skills and attention to detail.
- Excellent customer service skills complemented by an ability to listen to and interpret client requests.
- Aptitude for technical and practical matters.
- Proficiency in MS Office (Outlook, PowerPoint, Excel, Word, Teams).
Basic Qualifications
- Demonstrated leadership experience with 7+ years of progressive leadership or supervisory role, with a track record of developing people, managing performance, and delivering results through teams.
- Bachelor’s 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.
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.). Job pace may be fast, and 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 lift up to 25 pounds (potential for lifting up to 50 pounds). Employee may be required to handle hazardous waste in accordance with 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.
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