Lab Service Manager

The Opportunity: Oversees the day-to-day execution of onsite scientific support objectives at customer facilities, ensuring productivity and delivery of high level scientific support services to customers. Supervises a team of scientists, scientific support supervisors and/or highly technical scientific support associates, either at a large site or multiple smaller sites in a geographic region. Sets operational priorities for the team, reviews completed work, and provides feedback to accomplish plans and deliver results effectively. Identifies opportunities to refine or enhance work methods, implementing adjustments to improve efficiency and the overall effectiveness of scientific support operations. Resolves challenges, like customer issues, within the scope of the services provided by analyzing relevant data and factors to develop informed solutions. Facilitates communication with external customers and internal teams to ensure mutual understanding and engagement across disciplines. Encourages a collaborative environment, supporting team members in achieving objectives while fostering alignment with broader scientific support services initiatives.

OVERVIEW: We are currently seeking a temporary replacement for the role of Laboratory Service Manager, offered as a 1-year contract. This position is a key management role within VWR's on-site service solution at AstraZeneca, supporting the Laboratory Support Service based at The Discovery Centre on the Cambridge Biomedical Campus. The Laboratory Service Manager is responsible for overseeing a group of laboratories delivering essential support services through Laboratory Technicians and Laboratory Managers. These services are provided in close collaboration with internal teams and external vendors to ensure operational excellence, compliance with HSE standards, and a seamless lab environment. The role plays a crucial part in enabling scientists to focus on their core research activities by ensuring efficient, high-quality laboratory support services.

POSITION PROFILE: This position oversees a core of laboratories which deliver the services of the Laboratory Technician (LT) and Laboratory Managers (LM), who are critical in delivering services including consumable management, waste management support, laboratory housekeeping, and equipment maintenance. This role focuses on ensuring high-quality service delivery, adherence to Health, Safety, and Environmental (HSE) requirements and Standard Operating Procedures (SOPs), enhancing operational effectiveness through lean principles, and fostering strong customer relationships. This role reports to the Laboratory Operations Manager and will be a proactive, communicative leader dedicated to team development and service excellence.

MAJOR JOB DUTIES, RESPONSIBILITIES AND DELIVERABLES (KPIs): Typical responsibilities may include:

• Manage the LM support services to ensure labs are well maintained and operational, including lab communication, consumable management, SHE support, lab processes, and equipment support.
• Manage the Laboratory Service Lead to ensure the effective delivery of LT support services, including consumable management, waste management support, general laboratory housekeeping, and routine equipment maintenance.
• Redeploy and resource LT and LM to ensure the continuous cover of service. Collaborate with other internal services and external vendors to meet overall customer needs and service level agreements.
• Develop, implement, and maintain SOPs, risk assessments, and COSHH documentation for all team activities.
• Actively conduct health and safety inspections and audits.
• Manage supplier and contractor relationships pertinent to laboratory support services.
• Interpret current and future customer requirements.
• Respond by utilising internal and external benchmarking and reviewing in-lab and digital expectations and opportunities.
• High level understanding of all internal services, partner services and Lab Management interdependencies promoting collaboration and exploiting the value add.

Team Leadership and Management:

• Directly manage and lead a team of 9 Laboratory Managers.
• Manage a Lab Service Lead and oversee the Laboratory Technicians.
• Recruit, onboard, and manage ongoing behavioural and performance management.
• Oversee workload prioritisation, coordination, and execution of daily operational tasks for the team.
• Manage holiday allocation and approval, ensuring adequate coverage and business continuity through resilience planning.
• Identify and support the developmental and essential job training needs of the team.
• Conduct annual performance reviews and regular check-ins with team members.
• Address and manage any performance-related issues within the team.

Compliance and Safety:

• Ensure strict adherence to all health and safety (SHE) requirements and regulatory compliance for both the individual and the team.
• Champion a strong safety culture within the team and ensure all working practices align with established SOPs.

Continuous Improvement and Reporting:

• Drive operational effectiveness and identify opportunities for service improvement using lean working principles and other continuous improvement methodologies.
• Monitor, analyse, and report on Key Performance Indicators (KPIs) for agreed Lab Services and be accountable.
• Lead incident response and investigation processes, including root cause analysis (RCAs) for service-related issues.
• Lead quality reviews, Corrective and Preventative Actions (CAPA) in response to incidence or failure to meet service standards.
• Utilise various IT systems for data capture, analysis, and reporting to support service management and improvement initiatives.

QUALIFICATIONS: Proven experience in a laboratory environment with a strong understanding of laboratory operations. A relevant science degree (e.g., Biology, Chemistry, Biochemistry) or equivalent. Alternatively, multiple years of proven, in-depth experience in a laboratory support or management role can substitute for a degree.

KNOWLEDGE SKILLS AND ABILITIES: Essential:

• People Management: Demonstrable experience in people management, including recruitment, behavioural management, associate development, and performance management.
• Leadership & Commitment: Strong commitment to the success of individuals, projects, and overall service provision. Self-motivated with a proactive approach to personal and team growth. Ability to mentor and lead.
• Communication & Interpersonal Skills: Excellent communication skills (written and verbal) with the ability to build and maintain strong customer and stakeholder relationships. Proven customer service focus and ability to work collaboratively.
• Operational Management: Experience in coordinating and executing daily operational work for a team.
• Supplier Management: Experience in supplier and contractor relationship management.
• Adaptability: Proven ability to thrive in a fast-paced and rapidly changing working environment.
• Safety Documentation: Experience with SOP, risk assessment, and COSHH documentation and management.
• Audits & Inspections: Experience with and involvement in health and safety inspections, GEMBA and audits.
• IT Proficiency: Proficient in Microsoft Office suite (Word, Excel, PowerPoint, Outlook).

Desirable:

• Stock Management: Experience with stock management systems and methodologies (e.g., Kanban).
• Incident Management: Experience in incident response, investigation, and root cause analysis (RCAs).
• Industry Knowledge: Ability to adapt to emerging best practices and conversant with industry innovations in laboratory services.
• Project Management: Project management skills, with the ability to manage change, handle multiple responsibilities, and adapt to shifting tasks.
• Change Management: Flexibility, adaptability, and proficiency in managing change.
• Lean/Six Sigma: Knowledge and experience of lean six sigma processes or other continuous improvement methodologies. Ability to identify opportunities for continuous improvements.
• AI for Efficiency: Interest in or experience with investigating and/or utilising Artificial Intelligence (AI) to improve operational efficiencies and service delivery.
• Data Analysis & Reporting: Proficiency in data capture, analysis, and reporting, utilising various IT systems beyond basic MS Office.

ENVIRONMENTAL WORKING CONDITIONS & PHYSICAL EFFORT: The role is primarily desk-based but involves a regular and visible presence in customer laboratories at The Discovery Centre, Cambridge Biomedical Campus, to observe team activities, conduct health and safety inspections, and ensure service standards. The position requires strict adherence to Health, Safety, and Environmental (HSE) protocols, including the use of appropriate Personal Protective Equipment (PPE) when present in laboratory areas. While primarily desk-based, the role will require some periods of standing and walking within the laboratories. Some light physical effort, such as moving small items of equipment or consumables during inspections or team support, may occasionally be required. The work environment is dynamic and fast-paced, requiring the ability to manage multiple tasks and priorities effectively across both office and laboratory settings.