Director of Global Customer & Shared Services Operations

The Director of Global Customer & Shared Services Operations, based in UK, oversees the centralized functions that support how the Laboratory Service business manages contracts, invoicing, shared workflows, and cross-account operational capabilities. The leader is essential to ensure that customer agreements are executed accurately, shared processes are standardized, scalable, and digitally enabled, and that the organization maintains Lean, continuous improvement operations. The role is critical in driving operational consistency, reducing friction between commercial and operational teams, and improving the customer experience across the entire contract-to-cash lifecycle. The Director will be a driver behind building, maintaining, and tracking cross-functional dependencies, achieving requirement alignment, and resolving program roadblocks.

More information about PerkinElmer and our business : PerkinElmer | Science with Purpose

More information about our OneSource services: OneSource Laboratory Solutions | PerkinElmer

Role responsibilities:

Process Optimization, Standardization & Shared Services (Core Focus)

• Identify and execute opportunities to improve, automate, and standardize business transactional processes globally.

• Design and manage shared operational workflows that support multiple accounts, including onboarding, account maintenance, reporting, service configuration and renewal.

• Drive standardization across teams to reduce variability, improve service delivery consistency and scalability.

• Establish SLAs, KPIs, and communication frameworks to ensure transparency and accountability, and use these operating metrics to identify challenges and opportunities within the team.

• Embed a Lean culture and continuous process improvement across the Operations organization.

• Lead root cause analysis into non-consistent outcomes and implement targeted results.

Contract & Customer Operations

• Oversee end-to-end contract administration, including intake, review workflows, approvals, amendments, renewals, and repository management.

• Partner with Legal, Sales, Finance, and Operations to ensure contract terms are operationally executable and aligned with business policies.

• Maintain contract governance frameworks, audit readiness, data controls, and compliance with regulatory and internal requirements.

• Drive customer satisfaction by controlling and improving the services delivered to customers.

Invoicing, Vendor Management & Cost Effectiveness

• Lead centralized invoicing processes, ensuring accuracy, timeliness, and alignment with contract terms.

• Support the Procure-to-Pay (PtP) team in invoice review, open payments, and proposals, while providing guidance in the debit memo and chargeback creation process.

• Drive focus on open purchase order items and enforce accountability to vendors.

• Document and challenge cost avoidance initiatives and tracking, identifying opportunities to increase the value proposition of the Global Shared Service through restructuring and centralization.

• Partner with Finance and Revenue Cycle teams to resolve discrepancies, improve cash flow, and reduce billing related customer escalations.

Technology, Tools & Change Management

• Collaborate with technology teams to deploy workflow automation, contract lifecycle management tools, billing platforms, and shared service dashboards.

• Serve as a key knowledge driver for workflow tools including SFDC, ServiceMax & SAP.

• Ensure data accuracy, system alignment, and visibility across the contract-to-cash ecosystem.

• Lead teams comfortably through process and system transformations as a champion of Change Leadership.

Qualifications:

Experience & Education

• 8+ years of experience in contract operations, revenue operations, shared services, or commercial operations.

• Bachelor’s degree in Business, Operations, Finance, or a related field.

• Strong understanding of contract lifecycle management, billing processes, and cross functional workflow design.

• Proven ability to lead teams and manage complex, multi stakeholder processes.

• Experience leading global departments and developing team members.

• Experience supporting enterprise or multi-site customer accounts.

• Background in process improvement (Lean, Six Sigma).

• Ability to travel in EU

Key Competencies

• Operational Rigor: Skilled at building repeatable, scalable processes and creating strategy and input for standard process design.

• Cross-Functional Influence: Able to align Sales, Finance, Legal, and Operations around shared goals and build relationships across organizational levels.

• Customer-Centric Mindset: Focused on reducing friction and improving the customer experience.

• Analytical Thinking: Uses data to diagnose issues, drive improvements, and challenge the status quo.

• Talent Development: Acts as a mentor to foster employee growth, developing stretch assignments in line with employee goals and career development.