Description
Service Delivery Leader, Governance Services – Detroit, MI
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. Their expertise will put you on the winning path and keep you there.
Position Overview
ISG is seeking a senior Service Delivery Leader to lead Governance Services delivery for a strategic Health Science client. This role owns day-to-day client engagement, delivery quality, governance discipline, executive communication, and account growth support. The leader will serve as the senior on-site ISG point of contact for Governance Services, ensuring that contracted commitments, supplier performance, risk management, and value realization are visible, actionable, and aligned to client priorities.
The successful candidate will bring deep experience in managed services, applications, infrastructure, cloud, cybersecurity, BPO, procurement, enterprise vendor ecosystems, and complex multi-supplier environments. The role requires strong healthcare context, executive presence, commercial acumen, and the ability to convert client needs into practical governance outcomes and growth opportunities.
Responsibilities
- Lead ISG Governance Services delivery for a large Health Science account, ensuring consistent execution, high client satisfaction, contractual alignment, and measurable business value.
- Act as the Client Leader for Governance Services, aligning client executives, supplier stakeholders, and ISG delivery teams around shared priorities and outcomes.
- Identify, shape, and support account growth opportunities by anticipating client needs and positioning relevant ISG governance, advisory, sourcing, vendor management, and transformation capabilities.
- Build trusted relationships with client executives, technology, operations, procurement, business stakeholders, and third-party suppliers. Maintain a clear stakeholder map, communication cadence, and relationship plan.
- Provide overall leadership for service management, governance forums, supplier performance oversight, reporting, issue escalation, compliance with contracted obligations, and continuous improvement.
- Ensure delivery is outcome-focused, data-driven, and aligned to client priorities. Establish metrics, track benefits, identify improvement opportunities, and drive corrective actions.
- Advise on supplier commitments, service levels, obligations, risks, disputes, and negotiation considerations. Help client and ISG teams interpret contract intent and drive practical governance actions.
- Partner with ISG account leadership to identify and qualify growth opportunities across governance, sourcing, benchmarking, transformation, vendor management, FinOps, AI-enabled operations, and related advisory services. Support opportunity shaping, proposals, and executive client discussions.
- Apply understanding of healthcare priorities including cost pressure, regulatory compliance, cybersecurity, resilience, data privacy, patient/member experience, interoperability, digital transformation, and vendor risk management.
- Lead or support steering committees, operational governance meetings, QBRs, risk reviews, executive readouts, and action planning. Ensure follow-ups are tracked, owned, and closed with discipline.
- Guide ISG delivery resources supporting the account, clarify priorities, coordinate workstreams, onboard new team members, and maintain consistent quality standards and documentation.
- Proactively identify delivery, commercial, stakeholder, supplier, and compliance risks. Drive timely escalation, root-cause analysis, mitigation planning, and executive communication.
- Bring relevant market perspectives on outsourcing, managed services, service integration, healthcare technology, supplier performance, and governance practices to improve client outcomes and expand ISG relevance.
Required Skills & Capabilities
- This role is based in Detroit, MI and requires reporting to the onsite client location
- Periodic travel to ISG meetings or other client locations may be required based on account priorities, executive governance needs, workshops, and relationship-building requirements.
- 15+ years of experience in IT outsourcing, managed services, consulting, enterprise service management, vendor governance, or complex account delivery leadership.
- 10+ years of leadership experience in large enterprise client environments, preferably healthcare, payer, provider, life sciences, or other regulated industries.
- Proven experience leading service delivery or governance across large-scale AMS, IMS, cloud, cybersecurity, digital workplace, BPO, procurement, or multi-supplier environments.
- Demonstrated success supporting account growth, client expansion, renewals, cross-sell / upsell opportunities, or consultative solution development.
- Senior executive presence with ability to influence and communicate clearly with C-suite, procurement, technology, operations, and supplier stakeholders.
- Strong understanding of ITSM, service level management, operational governance, vendor management, contract governance, issue/risk management, and continuous improvement.
- Commercial acumen and consultative selling mindset, with ability to connect client challenges to ISG services and shape practical, value-based solutions.
- Ability to manage ambiguity, competing priorities, and complex stakeholder dynamics in a high-visibility account environment.
- Excellent written, verbal, presentation, facilitation, and executive reporting skills.
- Analytical and data-driven mindset with ability to convert service performance, contract, supplier, and operational data into insights and decisions.
- Working knowledge of healthcare regulatory considerations, data privacy expectations, third-party risk, and operational resilience needs.
- Collaborative leadership style with ability to lead matrixed teams without direct authority.
- Experience with healthcare payer, provider, or integrated healthcare environments.
- Familiarity with HIPAA, HITRUST, SOC, SOX, privacy, cybersecurity, and third-party risk considerations as they relate to service delivery and vendor governance.
- Experience with SIAM, ITIL, supplier governance operating models, transformation governance, sourcing lifecycle, benchmarking, or performance improvement programs.
- ITIL, PMP, CSM, Six Sigma, or relevant service management / program management certifications.
Education
- Bachelor's degree in business, technology, healthcare administration, engineering, or a related field required; 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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