Description
Head, Global Delivery & Growth, Consumer Services Portfolio, Governance Services
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
ISG is seeking a senior executive leader to serve as Head, Global Delivery & Growth, Consumer Services Portfolio, Governance Services. This role owns strategic direction, delivery performance, executive client engagement, and the growth agenda for Governance Services across the Consumer Services portfolio.
The leader will ensure ISG delivers measurable value through disciplined governance, strong performance management, actionable risk and issue oversight, executive reporting, and continuous improvement. In parallel, the role will identify, shape, and support portfolio growth by aligning client priorities with ISG capabilities in governance services including capabilities like Enterprise Vendor Management, AI Governance etc.
This high-impact role requires executive presence, commercial orientation, delivery rigor, and the ability to lead across complex multi-supplier, multi-geography, and matrixed environments spanning managed services, applications, infrastructure, cloud, cybersecurity, BPO, procurement, and enterprise vendor ecosystems
Role Purpose
- Own Governance Services delivery performance across Consumer Services portfolio accounts, ensuring quality, contractual alignment, client satisfaction, and measurable value.
- Serve as the senior client-facing leader for Governance Services, aligning client executives, business stakeholders, technology leaders, procurement teams, suppliers, and ISG delivery teams.
- Drive portfolio-level growth by identifying unmet needs, expanding ISG relevance, and partnering with account leadership to shape qualified opportunities.
- Embed governance discipline across accounts through operating rhythms, steering forums, QBRs, supplier reviews, executive reporting, risk and issue management, and action tracking.
Responsibilities
- Portfolio Delivery Leadership: Lead Governance Services delivery across Consumer Services accounts. Establish consistent delivery management disciplines, operating models, governance forums, dashboards, risk registers, action logs, and value realization measures. Ensure delivery plans are practical, visible, and aligned to client outcomes.
- Client Relationship & Executive Engagement: Build trusted relationships with C-suite, business, technology, operations, procurement, finance, transformation, and supplier executives. Serve as a senior escalation point and strategic advisor for governance, supplier performance, commercial issues, risks, and transformation priorities.
- Growth & Commercial Development: Own the Governance Services growth agenda in partnership with ISG account leadership, sales, solution leaders, and delivery executives. Identify, qualify, shape, and support renewals, expansions, cross-sell and upsell opportunities, including advisory-led and transformation-led demand.
- Governance, Supplier & Contract Management: Provide leadership across supplier governance, service level management, obligation tracking, contract interpretation, commercial governance, dispute support, service credits, operational dependencies, and practical corrective actions.
- Operational Excellence & Value Realization: Drive data-driven performance management and continuous improvement. Convert service, contract, supplier, risk, and operational data into executive insights and measurable actions that improve delivery, reduce risk, and demonstrate value.
- Risk, Issue & Escalation Management: Proactively identify delivery, commercial, supplier, stakeholder, compliance, and transformation risks. Lead escalation management, root-cause analysis, mitigation planning, executive communication, and closure discipline.
- Team Leadership & Matrix Coordination: Lead ISG delivery resources across portfolio accounts, clarify priorities, coordinate workstreams, coach team members, support onboarding, and maintain consistent quality standards across a matrixed delivery model.
- Market Insight & Thought Leadership: Bring market perspectives on outsourcing, managed services, consumer services trends, digital transformation, cloud, cybersecurity, service integration, AI-enabled operations, vendor ecosystems, and governance best practices.
Required Skillsets
- This is a remote position based in the US. This role operates in a global, client-facing environment and may require travel to client locations, ISG offices, executive governance meetings, workshops, and portfolio planning sessions based on business priorities. The leader will engage regularly with client executives, ISG account teams, delivery teams, supplier stakeholders, and practice leaders across geographies.
- Senior executive presence with ability to influence C-suite, procurement, technology, operations, business, 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 capabilities and shape practical, value-based solutions.
- Ability to lead both delivery execution and growth strategies across multiple portfolio accounts in high-visibility client environments.
- Strong portfolio management discipline, including governance cadence, metrics, reporting, delivery quality, risk oversight, action tracking, and value realization.
- Excellent written, verbal, presentation, facilitation, executive reporting, analytical, and data-driven decision-making skills.
- Collaborative leadership style with ability to lead matrixed teams without direct authority across practices, geographies, and client organizations.
- Strong understanding of global delivery models, enterprise supplier ecosystems, managed services operations, and transformation programs.
Preferred Qualifications
- Experience supporting consumer services, retail, travel, hospitality, logistics, consumer products, customer experience, or other complex service-intensive industries.
- Experience with SIAM, ITIL, supplier governance operating models, transformation governance, sourcing lifecycle, benchmarking, service integration, or performance improvement programs.
- Familiarity with cybersecurity, data privacy, operational resilience, third-party risk, regulatory compliance, and enterprise risk considerations.
- ITIL, PMP, CSM, Six Sigma, or relevant service management, program management, or governance certifications preferred
Education
- Bachelor's degree in business, technology, engineering, operations, or related field required; master's degree preferred.
- 20+ years of experience in IT outsourcing, managed services, consulting, enterprise service management, vendor governance, transformation, or complex account delivery leadership.
- 10+ years of leadership experience in large enterprise client environments, preferably across consumer services, retail, travel, hospitality, logistics, consumer products, or other service intensive industries.
- Proven experience leading service delivery, governance, or transformation across large-scale AMS, IMS, cloud, cybersecurity, digital workplace, BPO, procurement, or multi-supplier environments.
- Demonstrated success driving account growth, renewals, expansion, cross-sell, upsell, consultative selling, or value-based solution development.
- Experience operating in global, matrixed, multi-client, or portfolio leadership environments.
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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