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Sr. Manager, Project Management Operations

3 months ago

Bishop's Stortford, Hertfordshire, United Kingdom Thermo Fisher Full time

At Fisher BioServices, we specialize in the management of critical biological materials in support for the advancement of cell therapy, high value biologics, and population-based public health research. We provide customized end-to-end chain of custody solutions for our large pharmaceutical clients and partners in academia and government, ensuring the integrity and efficacy of their valued material from the manufacturer to the bedside. Fisher BioServices is a brand of Thermo Fisher Scientific, the world leader in serving science, and member of the BioPharma Services Division. To learn more please visit

Sr. Manager, Project Management Operations
Location: On-site, UK - Bishops Stortford

Position Summary:

This position is within the BioServices & Specialty Logistics business unit. The Sr. Manager, EMEA Client Services leads, develops, mentors and supervises the functional and administrative activities of the Client Services Project Management teams located in the UK and the EU, to ensure all project deliverables, service level requirements, timelines and budgets are met. The Sr. Manager, organizes, develops and delivers training as required to facilitate the continuous growth and development of staff consistent with the Project Management Competency Model, global expansion and harmonization of Client Services to achieve department performance objectives and career path goals and objectives for each employee. The Sr. Manager implements project management principles and tools into standard work and develops infrastructure and processes to enhance department performance. This position reports into the Thermo Fisher BioServices Director of Project Management Operations.

Key Responsibilities:

  • Leads the Fisher BioServices UK and EU PM teams
  • Coordinates with cross functional teams, including Operations, Logistics, Quality, and Marketing/Sales, to develop and implement standard operational procedures.
  • Establishes processes and procedures for global project management and customer service consistent with organizational and client requirements
  • Hires, trains and supervises department staff as needed to support global harmonization
  • Develops goals and objectives for direct reporting staff and provides coaching and mentoring leading to successful results
  • Builds relationships with clients and serves as the initial point of contact to resolve client issues
  • Establishes PM standard processes to ensures projects are set up, launched, performed, and all requirements completed on schedule
  • Initiates the involvement of the appropriate departments and maintains continuous communication with those departments for internal process improvements as well as for specific projects
  • Coordinates the process for the development and implementation of client specific work instructions that meet client requirements
  • Administers CAS customer net promoter survey tools and develop action plans
  • Coordinates the preparation and delivery of various notifications and reports for clients
  • Meets with clients as required - responsible for hosting customer visits, conference calls, and meetings in line with new and existing business and/or Master Services Agreements
  • Ensures accurate, final billing information is consistently provided by project teams and that all Accounting regulations are adhered to
  • Develops and monitors departmental metrics leading to process improvement
  • Participates in the preparation of the yearly budget for the department and monitor monthly financial reports to ensure the department's revenue and profit goals are met
  • Participates in the implementation of customer pricing policies
  • Supports Practical Process Improvement (PPI) methodology and participate in initiatives
  • Other duties may be assigned to meet business needs

Minimum Qualifications: The qualifications listed below are representative of the knowledge, skill and/or experience necessary to perform this job successfully:

  • Requires ability to lead people toward meeting the company's vision, mission, and goals.
  • Requires ability to provide an inclusive work environment that cultivates the development of others, facilitates collaboration and partnership, and supports constructive resolution of issues.
  • Requires ability to make decisions that produce high-quality results by applying technical knowledge, analyzing problems, and calculating risks.
  • Requires ability to effectively present information and respond to questions from managers and clients
  • Requires ability to plan and complete work within timelines
  • Requires demonstrated proficiency with the latest MS Office products, including Outlook, Word, Excel, and related electronic tools for editing, documenting, tracking and communicating.
  • Requires excellent analytical business skills with above average verbal and written communications skills.
  • Requires ability to develop and implement work flow processes that are easily understood and followed by all levels within the department.

Education/ Experience:

  • Requires BS/BA degree, preferably in business or the sciences.
  • Requires clinical trial/biorepository experience.
  • Requires experience in customer facing or client services role.
  • Requires management experience
  • Prefer experience working for a Pharmaceutical company in the area of clinical research.

Certificates and/ or Licenses:

  • Prefer PMP Certification

Supervisory Responsibility:

Direct supervisory responsibility of Client Services staff within Fisher BioServices.

Work Schedule:

8:30AM to 4:30PM core hours, additional hours as the need arises. 10% Travel.

Work Conditions/Physical Requirements:

  • Able to use a computer up to 6 hours per day.
  • Able to travel to all sites as needed.