Sr. Manager, OneSource Service

Sr. Manager, One Source Service

Boston, Massachusetts | Hartford, Connecticut | Remote

Location: Boston, Massachusetts, US

Job : REQ-057690

The Sr. One Source Services Manager holds full site-level accountability for the delivery of One Source Laboratory Services at a strategic customer account, covering service quality, compliance, team performance, and continuous improvement. Working in partnership with the One Source 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 One Source 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 One Source services with evolving customer priorities.
• Represent One Source 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 elevate new or expansion commercial opportunities, for example additional automation support, expanded flow cytometry services, or increased media preparation capacity, in partnership with the One Source 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 One Source 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 One Source 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…