Description
Service Delivery Leader, Governance Services
Location: Germany, Switzerland or Poland
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 the wire. Their expertise will put you on the winning path and keep you there. So get ready to kickstart your career with a team that’s connected – connected by freedom
Role 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 good health science context, executive presence, commercial acumen, and the ability to convert client needs into practical governance outcomes and growth opportunities.
Role Purpose
- 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.
Key Responsibilities
- Client Relationship & Executive Stakeholder Management: 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.
- Governance Services Delivery Leadership: Provide overall leadership for service management, governance forums, supplier performance oversight, reporting, issue escalation, compliance with contracted obligations, and continuous improvement.
- Operational Excellence & Value Realization: Ensure delivery is outcome-focused, data-driven, and aligned to client priorities. Establish metrics, track benefits, identify improvement opportunities, and drive corrective actions.
- Contract, Supplier & Commercial Governance: 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.
- Account Growth & Commercial Development: 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.
- Healthcare Account Context: Apply understanding of healthcare priorities including cost pressure, regulatory compliance, cybersecurity, resilience, data privacy, patient/member experience, interoperability, digital transformation, and vendor risk management.
- Governance Forums & Executive Reporting: 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.
- Team Leadership & Delivery Coordination: Guide ISG delivery resources supporting the account, clarify priorities, coordinate workstreams, onboard new team members, and maintain consistent quality standards and documentation.
- Risk, Issue & Escalation Management: Proactively identify delivery, commercial, stakeholder, supplier, and compliance risks. Drive timely escalation, root-cause analysis, mitigation planning, and executive communication.
- Market Insight & Thought Leadership: 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.
Expected Outcomes
- High client satisfaction and confidence in ISG Governance Services delivery.
- Consistent achievement of contracted service commitments, governance discipline, and delivery quality.
- Improved visibility into supplier performance, risks, actions, and value realization.
- A clear, qualified pipeline of account growth opportunities aligned to client needs and ISG capabilities.
- Stronger executive relationships and greater strategic relevance for ISG within the healthcare account.
Education & Experience
- Bachelor's degree in business, technology, healthcare administration, engineering, or a related field required; master's degree preferred.
- 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.
Required Skills & Capabilities
- 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.
- Strong German & English language skills and preferred French language skills.
- 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.
Preferred Qualifications
- 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.
Work Environment
This role would ideally be based in Warsaw, Poland at the 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.
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