Oversee the centralized functions that support how the Laboratory Service business manages contracts, invoicing, shared workflows, and cross-account operational capabilities.
Ensure that customer agreements are executed accurately, shared processes are standardized, scalable, and digitally enabled.
Drive operational consistency, reducing friction between commercial and operational teams, and improving the customer experience across the entire contract-to-cash lifecycle.
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.
Take responsibility for end-to-end contract administration, including intake, review workflows, approvals, amendments, renewals, and repository management.
Collaborate with technology teams to deploy workflow automation, contract lifecycle management tools, billing platforms, and shared service dashboards.

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

25 days of annual leave plus all Bank Holidays
Income Protection Insurance that ensures your income is protected when life takes the unexpected turn
Life Assurance for added peace of mind
Access to our WeCare Programme, offering medical, mental health, legal, and financial support
MyStrength – a personalised wellbeing app
AXA Health & Wellbeing App to help you stay on top of your health
Private Medical Insurance, including Doctor at Hand for 24/7, 365 access to a GP
Enhanced company pension contributions (subject to increased employee contribution) to help you plan for the future
Exclusive discounts via Benefit Hub and BHN Extras
Generous employee referral rewards
Season Ticket Loan Scheme to make commuting easier
Cycle to Work Scheme promoting a healthier, greener commute

Director of Global Customer and Shared Services Operations

Key skills