Senior Practice Manager, Lab IT

The Senior Practice Manager, Lab IT is the operational and commercial number two within the One Source Lab IT practice, reporting to the Practice Manager. The role is accountable for the day‑to‑day performance of designated Lab IT service delivery platforms, ensuring services are delivered reliably and to Service Level Agreement, while developing the commercial and strategic capabilities required to grow into a practice leadership role over time.

One Source Lab IT provides managed IT services for laboratory environments across six service lines:
Lab Computing, Applications Support, Upgrade Solutions, Cyber Security, Life Cycle Management, and Business Continuity, primarily to biopharma and life sciences customers operating in GxP‑regulated environments.

• Lead operational performance of designated Lab IT platforms, including SLA attainment and engagement in the practice's operating cadence as required.
• Responsible for commercial performance across assigned platforms, with active management of revenue, gross margin, and pricing application. Identify and propose commercial model improvements with supporting evidence.
• Serve as a senior client‑facing technical contact for the assigned platform remit. Build working relationships with IT, Lab Operations, and R&D leaders and translate One Source capability into customer‑value language (uptime, compliance, cost, cyber resilience). Capture voice‑of‑customer input from active accounts and feed it into practice planning.
• Contribute evidence‑backed input to the semi‑annual offering review and to the Lab IT offering roadmap, with active awareness of the competitive landscape.
• Contribute to the development of sales‑enablement materials and internal training for the practice, and partner with Digital Platform, Asset Management, and Compliance and Validation counterparts to enable cross‑practice integration.
• Deputise for the Practice Manager when required, and contribute to portfolio‑level reporting and leadership forums. Direct people management is not in scope at hire but may be introduced as the practice scales; the role is expected to be ready to absorb that responsibility.
• Maintain training and compliance in areas of health and safety, security, environmental and operational aspects of daily activities in the working environment.

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

Disciplined managed services delivery. Commercial and financial fluency at service‑line level. Credible senior client engagement in biopharma. Working technical depth across instrument‑connected computing, scientific applications, lab cyber security, and disaster recovery in regulated environments. People leadership, cross‑functional collaboration, and sound judgement under pressure, including the ability to deputise for the Practice Manager. Forward‑looking: anticipates where lab IT is heading and acts ahead of it.

• Bachelor's degree in Computer Science, Information Systems, Engineering, a Life Sciences discipline, or a related field, or equivalent demonstrable professional experience.
• Minimum 7 years in IT managed services, laboratory IT, or technology‑enabled services, with at least 3 years in laboratory or scientific computing environments.
• Minimum 3 years managing IT service delivery across multiple client sites concurrently, with documented SLA attainment of 95% or higher.
• Minimum 2 years with commercial responsibility at service‑line, platform, or account‑portfolio level, including revenue, gross margin, and pricing.
• Minimum 3 years of direct people management, with structured goal‑setting and individual development planning.
• Experience as the primary client‑facing technical contact at biopharma or life sciences accounts, including ownership of Quarterly Business Reviews with Director or Vice President‑level stakeholders.
• Working knowledge of at least 4 of: instrument‑connected PC support; scientific application support (CDS, LIMS, ELN); endpoint imaging and bare‑metal recovery; vulnerability and patch management in lab environments; instrument…