Key Facts

Remote From:

Freelance

Senior (5-10 years)

English

Hard Skills

IT Service Management IT Asset Management Vendor Management Application Services Corporate Sourcing Account Management Authentication Protocols Regulatory Compliance Customer Relationship Management Cross-Functional Collaboration

Other Skills

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Governance
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Communication
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Presentations
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Analytical Thinking
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Problem Solving

Roles & Responsibilities

Minimum of 15 years of experience in IT outsourcing or managed services, with proven expertise in ITSM, ITAM, and AMS/IMS engagements and account leadership.
Strong understanding of the Health Science industry, including trends, key players, business challenges, and regulatory considerations.
Experience in client relations, vendor management, and onshore/offshore delivery models, with ability to engage cross-functional business units.
Excellent communication and presentation skills, capable of interacting confidently with senior executives and clients.

Requirements:

Provide overall delivery oversight for Governance Services and ensure compliance with contractual commitments and governance practices.
Maintain robust relationships with key stakeholders, ensuring clear communication and ongoing account management.
Identify opportunities for account growth by understanding client needs and proposing additional services.
Drive governance forums, facilitate follow-up meetings, and provide advisory on supplier contractual commitments and vendor management challenges.

ISG (Information Services Group)

Information Technology & Services

About ISG (Information Services Group)

ISG (Information Services Group) (Nasdaq: III) is a leading global technology research and advisory firm. A trusted business partner to more than 800 clients, including more than 75 of the world’s top 100 enterprises, ISG is committed to helping corporations, public sector organizations, and service and technology providers achieve operational excellence and faster growth. The firm specializes in digital transformation services, including automation, cloud and data analytics; sourcing advisory; managed governance and risk services; network carrier services; strategy and operations design; change management; market intelligence and technology research and analysis. Founded in 2006, and based in Stamford, Conn., ISG employs more than 1,300 digital-ready professionals operating in more than 20 countries—a global team known for its innovative thinking, market influence, deep industry and technology expertise, and world-class research and analytical capabilities based on the industry’s most comprehensive marketplace data. For more information, visit www.isg-one.com.

Company type: Large

Industry: Information Technology & Services

Founded: 2018

Company size: 1001 - 5000

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Job description

Description

Service Delivery Lead, Governance Services 1099 Contractor - Toronto, Canada

Wanted: dynamic and creative individuals ready to connect with a like-minded team. You’ll enjoy all the autonomy you need to help our clients make their digital infrastructure faster and more effective. Free reign for free spirits doesn’t mean you’ve got to go it alone. Over 1400 teammates from around the globe are eager to help you out when things get down to wire. That means you’ll be able to thrive in an organization with a team that supports you and welcomes everyone’s ideas – whether a partner, consultant, or analyst. So get ready to kickstart your career with a team that’s connected – connected by freedom.

Position Overview

We are seeking an experienced and proactive individual to join our Governance Services team as the Service Delivery Lead for a large Health Science enterprise client. This role is crucial for ensuring the effective account management, delivery and growth of ISG Governance services at the assigned account. As a key player in our team, you will leverage your expertise in IT Managed Services including applications, Infrastructure, ITSM, ITAM and enterprise vendor management services, to foster strong relationships with stakeholders and oversee operational efficiencies. You will serve as the onshore point of contact and provide overall account Governance Services engagement oversight. Your ability to navigate industry complexities will empower client to achieve their strategic objectives.

Responsibilities

Service Delivery Management: Champion the delivery of services by providing overall delivery oversight and ensuring compliance with contractual commitments and governance practices.
Client Relationship Management: Maintain robust relationships with key stakeholders, ensuring clear communication and ongoing account management.
Account Growth: Identify opportunities for account growth by understanding client needs and proposing additional services, leading to enhanced client satisfaction and mutual value creation.
Governance Forums Participation: Drive governance forums, offering valuable insights and facilitating follow-up meetings to ensure effective implementation of discussed strategies.
Complex Negotiation & Advisory: Provide expert guidance on supplier contractual commitments & negotiations while collaborating with the team on sourcing agreements and vendor management challenges.
Market Insights & Adaptation: Remain informed on industry developments and best practices to enhance service delivery and align with client needs.
Training & Development: Conduct training sessions for new team members, ensuring familiarity with client requirements, security protocols, and compliance standards.

Required Skillsets

This is a remote position based in Toronto, Canada. Travel may be necessary but not going to be frequent.
Minimum of 15 years of experience in IT outsourcing or managed services, with proven expertise in ITSM, ITAM and AMS / IMS engagements and account leadership.
A good understanding of Health Science industry, including trends, key players, business challenges, and regulatory considerations
Strong background in client relations, vendor management, and onshore/ offshore delivery model, engage with cross-functional business units both internal and external
Strong analytical and problem-solving abilities with a results-oriented approach.
Excellent communication and presentation skills, capable of interacting confidently with senior executives and clients.

The responsibilities detailed in this job description are not exhaustive, and additional tasks may be assigned to adapt to business demands

Education

Bachelor’s Degree in a relevant field (master’s degree preferred).

At ISG, we don’t just accept difference — we celebrate it, we support it, and we thrive on it for the benefit of our employees, our clients, and our communities. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. ISG is proud to be an equal opportunity workplace and we are committed to creating an inclusive environment for all employees. The more diverse and inclusive we are, the better our work will be.

The duties and responsibilities described in this job description may not be a comprehensive list. Additional tasks may be assigned to the employee from time to time and/or the scope of the job may change as necessitated by business demands.

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