Senior Service Manager

When joining PerkinElmer, you select an experienced and trusted leader in scientific solutions, with the support of a global service network and distribution centers, providing the right solution, at the right time, to meet critical customer needs.  With over an 80+ year legacy of advancing science and a mission of innovating for a healthier world, our dedicated team collaborates closely with commercial, government, academic and healthcare customers to deliver our broad portfolio of analytical solutions, and OneSource services.

Job Title

Senior Service Manager

Location(s)

Merck (West Point) - Customer Site PA

Job Description

Job Description Summary:

The OneSource Laboratory Senior Manager Services provides senior operational, quality, and strategic leadership for OneSource Laboratory Services supporting a strategic customer account. This role has full accountability for service excellence, compliance, team performance, and continuous improvement, while also serving as a key commercial and strategic partner to the customer and internal OneSource leadership.

The Senior Manager partners closely with the OneSource General Manager to ensure standardized, high-quality service delivery, consistent customer responsiveness, and alignment with broader OneSource growth objectives. In addition to operational execution, this role is expected to identify, shape, and escalate new and expansion commercial opportunities, leveraging deep operational insight and strong customer relationships.

The Senior Manager works in close collaboration with customer stakeholders and internal service leadership to ensure laboratory support services—including Lab Coordinators and CSE’s —are executed in compliance with regulatory, safety, and contractual requirements, while supporting the customer’s evolving scientific and operational needs.

Job Responsibilities

OneSource Laboratory Services Operations, Quality & Compliance

• Provide overall leadership and accountability for the delivery of OneSource Laboratory Services, ensuring consistent execution, regulatory compliance, and operational excellence across all service lines.
• Partner with customer stakeholders and internal OneSource teams to ensure laboratory support services are delivered with scientific rigor, consistency, and adherence to contractual, regulatory, and quality standards.
• Ensure all services are performed in alignment with 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) for OneSource Laboratory Services, 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 ensure consistent, auditable, and scalable service delivery.

Customer Engagement, Performance & Strategic Partnership

• Act as the primary senior point of contact for operational and service delivery matters, building trusted relationships with customer scientific, operational, and facilities leadership.
• Ensure defined KPIs and SLAs are consistently met or exceeded, proactively identifying risks, trends, and opportunities to improve service quality, efficiency, and customer satisfaction.
• Lead regular operational and executive-level stakeholder meetings to review performance, resolve issues, and align OneSource services with evolving customer priorities.
• Represent OneSource in floor-level, 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 proactively identify opportunities for service expansion or enhancement.
• Identify, assess, and escalate new or expansion commercial opportunities (e.g., additional automation support, expanded flow cytometry services, increased media preparation capacity, or new laboratory support offerings) in partnership with the OneSource General Manager and commercial teams.
• Contribute operational insight, data, and feasibility assessments to support business case development, pricing discussions, and formal approval processes.
• Support implementation of approved expa