The Service Delivery Specialist is responsible for the secure, compliant, and efficient handling and storage of regulated research, development, and scientific assets. This role combines facilities and transport coordination with broader service delivery responsibilities within the archive operation.
The role is split between Service Delivery support within the service delivery operations of the archive, including material handling, inventory management, and client service fulfilment. Driving role for the collection and return of client archive materials, and cover of the facility maintenance company buildings and equipment, and upkeep of environmental and safety systems.
This role requires a high degree of accuracy and attention to detail and is critical to maintaining the chain of custody for client materials, ranging from palletised ambient storage items to temperature-sensitive samples. The ideal candidate will uphold strict regulatory requirements, leverage technology for accurate documentation, and ensure safe and efficient service delivery. Driving company vehicles for material collections and deliveries is a regular requirement of this role.
Reasonable accommodation may be made to enable individuals with disabilities to perform essential functions.
Core Responsibilities
Service Delivery Operations
- Work alongside the wider service delivery team in the handling, storage, transfer, and retrieval of regulated client materials, including palletised ambient storage items and temperature-sensitive samples.
- Maintain accurate and compliant inventory records using GXP Storage's regulated material management system (GXP-Guardian), including handheld electronic devices and barcode scanners.
- Receive inbound and outbound client material requests, ensuring fulfilment is completed accurately and in line with client expectations and company procedures.
- Ensure the confidentiality of client information and all services provided.
Transport Coordination
- Responsible for the collection and return of archive material to and from client premises or their designated locations using company transport.
- Responsible for the vehicles, including scheduling and overseeing servicing, MOT, and related requirements.
- Maintain and operate the archive facility in accordance with company SOPs. This includes but is not limited to:
Facilities Maintenance Cover
- Perform testing of fire and intruder alarm systems on a weekly and monthly basis and document results. Any alarm failures must be brought to the immediate attention of the UK Site Leader.
- Coordinate and oversee service providers to ensure all services are effective in terms of work delivered and timely completion and documentation of that service. Liaise with suppliers and utility companies to obtain quotations for facility contracts.
- Maintaining the archive facility and its operation in accordance with Company Policies and Procedures
- Monitoring archive environmental conditions and maintaining records, producing weekly data and monthly reports
- Maintaining standards required within and outside the archive facilities
- Maintaining a clean, tidy, and safe working environment, for the maintenance and upkeep of all company buildings, equipment.
Regulatory Compliance
- Follow and comply with GxP regulatory requirements, including Good Clinical Practice (GCP), Good Laboratory Practice (GLP), Good Manufacturing Practice (GMP), and/or Good Clinical Laboratory Practice (GCLP) as applicable.
- Uphold strict chain-of-custody requirements for all client materials, ensuring safe handling and storage in accordance with GXP Storage Policies and Standard Operating Procedures.
- Participate in and support audit activities and regulatory inspections as required.
Training and Development
- Attend and complete ongoing training for documented competency in all aspects of the role, including equipment operation, GxP compliance, and service delivery procedures.
- Once trained and competent, assist in training and mentoring other team members in service delivery roles as appropriate.
- Contribute to process improvements in systems and procedures and actively promote ideas and recommendations that would improve efficiency and effectiveness.
Emergency Response Duty
- Participate in the emergency response duty rotation alongside other designated UK team members.
- Candidates must be able to respond to site within 60 minutes from their home address. A location within reasonable distance of Rushden and Northampton is a condition of this role.
- Duties include responding to temperature alarms and equipment failures, addressing security or facility-related emergencies, conducting necessary on-site assessments, and coordinating with emergency services when required.
- Full details of compensation and responsibilities are set out in the UK Emergency Response Duty Practice.
Skills and Qualifications
Required
- Prior experience in facilities coordination, transport coordination, warehouse operations, or a related operational role.
- Strong literacy and numeracy skills with a high degree of accuracy and attention to detail.
- Valid UK driving licence (clean). Maintenance of a valid and insurable driving licence is a condition of employment.
- Competency in using computer systems and handheld electronic devices.
- Strong organisational skills and the ability to prioritise tasks and follow detailed processes.
- Ability to work both independently and collaboratively within a small team.
- Enhanced DBS check required prior to commencement of employment.
- Experience in a regulated or compliance-driven environment (pharmaceuticals, life sciences, healthcare, or similar).
- Familiarity with Good Clinical Practice (GCP), Good Laboratory Practice (GLP), Good Manufacturing Practice (GMP), or Good Clinical Laboratory Practice (GCLP).
- Knowledge of temperature-controlled storage and chain-of-custody protocols.
- Experience with environmental monitoring systems and facility management software.
- Certification or training in powered walkie stacker or scissor lift/MEWP operation. Training will be provided or arranged for the right candidate.
Physical Demands
The role is physically demanding and requires sustained periods of standing and walking. The worker will be required to operate powered walkie stackers (pedestrian-operated, ground-level) and scissor lifts (MEWPs) at height. Manual handling of materials is a regular requirement. Accuracy and attention to detail are essential throughout all physical tasks. Driving company vehicles is a regular requirement of the role.
The role operates primarily in a warehouse and archive environment, including exposure to moving mechanical parts, vehicles, and varying environmental conditions. Temperature-controlled areas may vary depending on the type of materials stored. Work is performed both indoors and outdoors. Some working outside of standard hours may be required, including participation in the emergency response duty rotation.
Safety and Hazards
The worker must follow all safety protocols to minimise exposure to risks, including moving equipment and potentially hazardous materials. Health and safety training will be provided.
Schedule
This is a full-time position. Standard working hours are Monday to Friday, 09:00 to 17:00, with a one-hour lunch break. Due to the nature of the work, occasional flexibility outside standard hours may be required, including participation in the emergency response duty rotation.
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