Manager, Professional Services (Enterprise SaaS) | ELN

What do we need?

As Manager, Professional Services, North America, you will lead a team of technical and scientific Professional Services consultants delivering complex solutions to our enterprise R&D customers.

This role has a particular focus on Lab Orchestration. You will bring experience of laboratory automation, instrument integration and scientific workflows, helping Dotmatics develop and scale its Lab Orchestration services capability while ensuring successful delivery for our customers.

You will combine strong people leadership, customer consulting and commercial Services management with sufficient technical and domain expertise to provide direction and challenge on complex implementations. You will work closely with customers and with Sales, Solutions, Product, Engineering and Project Management throughout the customer lifecycle, from early solution definition and proof of concept through implementation, adoption and expansion.

As an inspiring manager, you will build a high-performing team, develop individual capabilities and career paths, and create an environment in which consultants can deliver consistently high-quality outcomes. You will have particular responsibility for developing Lab Orchestration capability within the team, coaching specialists and helping establish repeatable implementation approaches, standards and best practices.

You will also play an important role in evolving how Professional Services operates. We are looking for someone who can combine the fundamentals of running a successful Services organisation with a forward-looking approach to automation, AI-enabled delivery, reusable intellectual property and scalable service offerings.

In this role you will get to

• Lead and develop a high-performing team of technical and scientific Professional Services professionals across North America.
• Build capability within the team through coaching, career development, skills planning and recruitment.
• Provide leadership and subject-matter guidance for Lab Orchestration and laboratory automation engagements, including instrument integration, scientific data flows and laboratory workflow transformation.
• Support the development of Dotmatics' Lab Orchestration delivery methodology, implementation patterns, best practices and reusable knowledge.
• Provide oversight and governance for complex and strategic customer programmes, particularly where multiple technologies, workstreams or delivery teams are involved.
• Lead or support strategic customer engagements from discovery and proof of concept through implementation and production adoption.
• Act as a senior consultant to customers, helping translate scientific and laboratory workflows into practical technical and service solutions.
• Work closely with Sales and Solutions teams during pre-contract and solution-definition activities to ensure proposed solutions are achievable, appropriately scoped and commercially viable.
• Partner with Product and Engineering to provide structured feedback from customer implementations and help shape capabilities required to successfully deploy and operate Lab Orchestration solutions.
• Encourage new and scalable approaches to Services delivery, including automation, AI-assisted delivery, reusable assets and standardised offerings.
• Develop and standardise Professional Services offerings that improve customer outcomes while increasing delivery predictability and scalability.
• Drive utilisation, revenue and margin performance across the team.
• Review commercial delivery plans to maximise margin while protecting customer outcomes and delivery quality.
• Review Statements of Work and Services agreements in partnership with Sales and Legal, providing Services, delivery and contractual input where appropriate.
• Monitor project and contract performance, including Work in Progress, forecast, delivery risk and financial performance.
• Manage subcontractors and delivery partners where appropriate, ensuring quality and accountability remain consistent with Dotmatics standards.
• Conduct solution and delivery peer reviews on strategically important or high-risk engagements.
• Identify operational improvements that increase quality, repeatability, efficiency and scalability across Professional Services.
• Communicate and collaborate effectively within a multinational, cross-functional organisation including Project Management, Solutions Architects, Application Scientists, Developers, Sales, Engineering, Customer Success and Product.

We are looking for people who have significant experience within Professional Services, consulting or enterprise technology delivery, combined with demonstrated people leadership experience.

The ideal candidate will have worked within scientific software, laboratory informatics, laboratory automation or a related enterprise SaaS environment, and will understand both the commercial realities of Professional Services and the complexities of delivering technology into scientific R&D organisations.

The key skills we are looking for

• Leading, coaching and developing technical or scientific Professional Services teams.
• Laboratory automation, Lab Orchestration, scientific instrument integration or closely related laboratory technologies.
• Understanding laboratory workflows and translating scientific and operational requirements into implementable solutions.
• Delivering complex enterprise SaaS, laboratory informatics or scientific software implementations.
• Working across interconnected laboratory systems, instruments, software and scientific data workflows.
• Acting as a trusted consultant to enterprise customers and engaging confidently with both scientific and technical stakeholders.
• Supporting complex solutions through discovery, proof of concept, implementation and production adoption.
• Working collaboratively with Sales, Solutions, Product and Engineering during pre-contract, implementation and post-implementation phases.
• Providing technical or architectural oversight without needing to personally own every aspect of solution delivery.
• Managing Services financial performance, including utilisation, revenue, margin and delivery forecasting.
• Developing repeatable methodologies, reusable assets or standardised Services offerings.
• Identifying opportunities to use automation and emerging technologies, including AI, to improve the efficiency and scalability of Professional Services delivery.
• Managing multiple concurrent customer engagements and identifying delivery, technical and commercial risk.
• Operating effectively in a global, matrixed organisation with stakeholders across multiple functions and geographies.

You may also have 

• Laboratory robotics and automation platforms.
• Scientific instrument connectivity and integration.
• Laboratory informatics environments involving ELN, LIMS, SDMS, CDS or related scientific systems.
• Designing or implementing end-to-end laboratory workflows spanning multiple instruments and software platforms.
• Building new consulting or Professional Services capabilities within an emerging technology area.
• Developing services that scale beyond traditional time-and-materials consulting through standardisation, automation or reusable intellectual property.
• Working within pharmaceutical, biotechnology, chemicals or other scientific R&D organisations.