Onesource Laboratory Services Site Director

OneSource Laboratory Services Site Director

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.

The OneSource Laboratory Services Site Leader works in close collaboration with the customer stakeholders, and internal service leadership to ensure all laboratory support services are executed in compliance with regulatory, safety, and contractual requirements. The role is accountable for tracking, analyzing, and reporting critical KPIs while driving continuous improvement, operational efficiency, and customer satisfaction.

This is an onsite position for the designated client locations.

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

• Develop and maintain relationships on an individual basis with key customer contacts. 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
• Act as the single point of escalation for all OneSource related site issues
• 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, and ensure clear, timely communication to site leadership during issues and recovery

• Meet or exceed defined site-wide KPIs and SLAs
• Own a single, integrated site performance view across all OneSource services, including:
• Service levels, responsiveness, backlog, and risk
• Quality, safety, and compliance indicators
• Scientist experience and recurring pain points
• Lead root cause analysis for cross service issues and ensure corrective actions are implemented and sustained
• Proactively identify leading indicators of service failure and escalate before impact to science

• Own site level change management for:
• Scope changes, pilots, and new service introductions
• Organizational or operating model changes within OneSource
• Act as the gatekeeper for scope clarity, ensuring all work aligns to contract, SoW, and agreed change control processes
• Ensure changes are socialized, risk assessed, and operationally ready before go live

• Be the site level accountable owner for:
• Quality and compliance posture of all OneSource services
• Audit readiness and inspection support related to OneSource activities
• Ensure OneSource staff are trained, qualified, and operating in alignment with site-specific requirements as well as global standards
• Lead response and remediation for quality events, safety incidents, or compliance deviations involving PE services

• Partner with client to understand service needs and goals, supporting the delivery of service both current and new. Integrate product and service initiatives with resource deployment
• Proactively integrate PE services with:
• Customer lab operations and scientific teams
• Customer Facilities, and Engineering Services
• Procurement, IT, Quality, and EHS departments
• Resolve ownership ambiguity at boundaries of customer-to-OneSource activity
• Ensure OneSource services enable, not constrain, scientist productivity and lab readiness

• Foster a strong safety, quality, and service culture, aligned with site expectations. Promote company core values to build an organization and culture that is customer- and growth-focused
• Ensure OneSource teams understand the scientist mission and site context, and are not just task execution-focused
• Be accountable for capability depth and succession planning for roles at the site. Recruit, hire and retain top talent. Drive succession planning and organization strength using the performance management process
• Train and develop. Identifies ongoing team training to strengthen service and service support, supervision and management. Assign stretch assignments to individuals for personal growth
• Manage performance issues
• Recognize and reward individuals who demonstrate exceptional performance

• Embrace and promote a continuous improvement mindset
• Identify and lead continuous improvement initiatives that simplify engagement, reduce friction, and improve lab experience, ensuring customer needs (current and future) are met
• Partner with site leadership to surface innovation opportunities (such as automation, digitization, sustainability, efficiency, etc.) that have the potential to create value (e.g., time back to science, risk reduction), not just cost or compliance. Develop metrics and action plans to convert opportunities into business results
• Coordinate and consolidate analysis of area business and marketplace (e.g., installed base, new placements, support strategy, risks, opportunity to improve service to retain and develop new business) 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 complimented by an ability to listen to and interpret client requests
• Aptitude for technical and practical matters
• MS Office Skills: Outlook, PowerPoint, Excel, Word, Teams

Basic Qualifications:

• Bachelor 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
• Demonstrated leadership skills supported by a minimum of 5+ years in a leadership or supervisory role leading others and delivering administrative functions (i.e., Performance reviews, disciplinary actions, etc.)
• Effective communication skills – both written and verbal, for interacting with peers, managers, customers, and other technical support professionals – is critical to successful performance in this role

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 operate a personal computer to enter data and generate reports
• 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.) in the laboratory.
• Job pace may be fast, and job completion 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 move or lift up to 25 pounds (potential for occasional lifting of up to 50 pounds).
• Employee may be required to handle hazardous waste according to 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.