OneSource Laboratory Services Site Director

One Source Laboratory Services Site Director

Location:

GSK Stevenage (UK) – Customer Site

We are looking for an experienced leader to join our One Source team in Stevenage. The One Source 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.

• 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 One Source 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 One Source interface to key customer stakeholder groups.
• Translate site strategy and priorities into clear, executable direction for all internal teams.
• Lead coordinated One Source response during critical incidents, major service disruptions, and regulatory or safety events.
• Own site‑level communications related to One Source services, changes, risks, and performance narratives.
• Meet or exceed defined site‑wide KPIs and SLAs; own a single, integrated site performance view across all One Source 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 One Source services, including audit readiness and inspection support.
• Ensure One Source 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 One Source 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.

• 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).

• Demo…