Head of Customer Delivery

Cellular Origins; Cambridge; On-site; GBP 70,000 - 90,000; Full time

Job summary

A leading cell therapy manufacturer in the UK seeks a Head of Customer Delivery to oversee delivery operations, ensuring the successful implementation of complex systems at customer sites. The ideal candidate will possess strong experience in high-capital automated systems, leadership in program management, and excellent stakeholder engagement skills. This role offers a full-time position with a generous benefits package, including a bonus scheme and flexible work arrangements.

Benefits

Annual profit-related bonus

25 days holiday

10% employer pension contribution

Free lunch and refreshments

Private medical insurance

Enhanced family friendly leave

Life insurance worth 6x salary

Electric car leasing scheme

Cycle to work scheme

Season ticket loan

Activities and community fund

Qualifications

• Significant experience in delivering high CAPEX automated systems.
• Proven ability to influence senior stakeholders within large organizations.
• Strong leadership in building high performing teams.
• Deep understanding of system integration and regulatory requirements.
• Exceptional communication and stakeholder management skills.
• Ability to summarise complex information and drive decision-making.
• Experience overseeing teams within an ISO 9001 Quality Management System.

Responsibilities

• Define and execute customer delivery strategy.
• Oversee planning and execution of complex delivery programs.
• Act as the senior point of contact for customer delivery programs.
• Drive delivery excellence through project governance and communication.

Skills

Stakeholder management

Program management

Systems engineering

Communication

Problem-solving

Education

BSc/MSc in Engineering or related field

Tools

MS Office

Atlassian JIRA

Atlassian Confluence

Job description

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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.

We're 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. You’ll 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, you’ll 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.

Job Description

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.

We're 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. You’ll 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, you’ll 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 it’s lunchtime squash or football, Zumba or our own rock band. Colleagues initiate new clubs and outings whenever they feel there’s something missing!
• Local sports facilities and theatre discounts and memberships.