Lab Service Manager

Lab Service Manager

Avantor

Cambridge, United Kingdom

MAJOR JOB DUTIES, RESPONSIBILITIES AND DELIVERABLES (KPIs)

Typical responsibilities may include:

Service Delivery and Operations:

• 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.
• To develop a high-level understanding of all internal and 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 (Education/training, experience, and certifications)

• 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 (Those necessary to perform the job competently)

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.
• To develop a high-level understanding of all internal and partner services and Lab Management interdependencies promoting collaboration and exploiting the value add.
• 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.
• To develop a high-level understanding of all internal and partner services and Lab Management interdependencies promoting collaboration and exploiting the value add.
• 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.
• To develop a high-level understanding of all internal and partner services and Lab Management interdependencies promoting collaboration and exploiting the value add.
• 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).
• To develop a high-level understanding of all internal and partner services and Lab Management interdependencies promoting collaboration and exploiting the value add.

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.
• To develop a high-level understanding of all internal and partner services and Lab Management interdependencies promoting collaboration and exploiting the value add.