Senior Service Manager

When joining Perkin Elmer, you select an experienced and trusted leader in scientific solutions, with the support of a global service network and distribution centers, providing the right solution, at the right time, to meet critical customer needs. With over an 80+ year legacy of advancing science and a mission of innovating for a healthier world, our dedicated team collaborates closely with commercial, government, academic and healthcare customers to deliver our broad portfolio of analytical solutions, and One Source services.

Senior Service Manager

Merck (West Point) - Customer Site PA

Job Description

Summary:

The One Source Laboratory Senior Manager Services provides senior operational, quality, and strategic leadership for One Source 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 One Source leadership.

The Senior Manager partners closely with the One Source General Manager to ensure standardized, high-quality service delivery, consistent customer responsiveness, and alignment with broader One Source growth objectives. In addition to operational execution, this role is expected to identify, shape, and accelerate 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.

• Provide overall leadership and accountability for the delivery of One Source Laboratory Services, ensuring consistent execution, regulatory compliance, and operational excellence across all service lines.
• Partner with customer stakeholders and internal One Source 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 One Source 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.

• 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 One Source services with evolving customer priorities.
• Represent One Source in floor-level, building, and operational oversight forums to ensure integration with broader laboratory and site operations.

• 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 accelerate new or expansion commercial opportunities (e.g., additional automation support, expanded flow cytometry services, increased…