Head of Customer Delivery

Our customers are at the heart of everything we do.  We are seeking a highly experienced and strategic Head of Customer Delivery to lead and scale our delivery operations as we grow our footprint in the cell therapy manufacturing sector. This role is responsible for ensuring the successful deployment commissioning and lifecycle support of our complex automated systems at customer sites as well as defining our strategic approach to this vital area of our business. 

This is a vital role and highly influential to the success of our business. We are looking for a combination of deep experience technical fluency and a world-class ability to steer the most ambitious multi-party endeavours to success.

Leadership & Strategy: Define and execute the end-to-end customer delivery strategy including development build installation commissioning validation training and handover processes. Build lead and mentor a high-performing customer delivery team including project management commissioning and field service capabilities at an appropriate time as we grow. 

Oversight of Program Management: Oversee the planning and execution of complex delivery programs from contract signing through to customer acceptance and subsequent support. Drive delivery excellence through structured project governance reporting risk management and stakeholder communication. 

Customer Success: Serve as the senior point of contact for customer delivery programs ensuring expectations are expertly managed and exceeded. Act as the voice of the customer within the organisation influencing internal priorities and continuous improvement. Embody a customer-first mindset and foster long-term partnerships through trust transparency and technical excellence. 

The ideal candidate will have a strong background in delivering highly complex manufacturing systems to regulated environments (e.g. GMP/biopharma) with deep expertise in program management systems engineering and customer engagement into very large corporations. 

Were looking for someone who thrives in building deep relationships with external customers with expert skills in coordinating and influencing large multi-organisation teams with many moving parts different perspectives and very high expectations. Youll have a knack for bringing people together motivating everyone toward shared objectives while adeptly resolving trade-offs as they arise. 

Alongside previous experience in maintaining clear structures that define roles responsibilities and accountabilities to ensure smooth delivery to ensure successful delivery youll also be comfortable in defining the overall approach to customer delivery helping define our operating approach and embedded this within the wider teams to ensure that Cellular Origins is known for its reliable delivery. 

Qualifications :

• Engineering or technical background to degree level (BSc/MSc in Engineering Biotechnology or related field) with significant operational experience putting this into practice. 

• Significant experience in delivering high CAPEX automated systems ideally into GMP/biopharma or life science environments. 

• Proven ability to influence the most senior stakeholders within very large customer organisations.  

• Strong leadership experience in building and supporting high performing teams 

• Deep understanding of system integration validation and regulatory requirements in life sciences manufacturing. 

• Exceptional communication stakeholder management and problem-solving skills. 

• Ability to assimilate and summarise complex information and drive decision-making. 

• Competent using a range of IT systems at an advanced level e.g. MS Office and Project Atlassian JIRA and Confluence etc. 

• Experience of overseeing teams working within an ISO 9001 Quality Management System or similar. 

• Experience (preferably direct) of overseeing delivery of equipment into production facilities in multiple geographies. 
• This role will be a full time on-site position at our campus in Melbourn.

• Willingness to travel to customer sites (approx. 10%). 

Additional Information :

Cellular Origins is part of TTP Group an employee-owned business. It is based on the TTP Campus within purpose-built sustainable offices labs and green surroundings 10 miles south of Cambridge. TTP Group takes a long-term approach to investment and has been at the forefront of bioprocess automation for over 20 years. Our working culture encourages entrepreneurship shared ideas and collaboration while providing you the freedom to do your best work. 

Our employee benefits include: 

• Annual profit-related bonus 
• 25 days holiday 
• Employer pension contribution of 10% of salary 
• Free lunch and all-day refreshments 
• Private medical insurance for employees and dependants 
• Enhanced family friendly leave 
• Life insurance worth 6x salary 
• Electric car leasing scheme 
• Cycle to work scheme 
• Season ticket loan 
• An activities and community fund that supports healthy activities that bring colleagues together; whether its lunchtime squash or football Zumba or our own rock band. Colleagues initiate new clubs and outings whenever they feel theres something missing! 
• Local sports facilities and theatre discounts and memberships. 

Remote Work :

No

Employment Type :

Full-time