Service Delivery Leader, Governance Services, Germany, Switzerland, or France

Description

Service Delivery Leader, Governance Services, Germany, Switzerland, or France

Position Overview

ISG is seeking a senior Service Delivery Leader to lead Governance Services for a strategic Health Sciences client. As the primary client-facing leader, this role is accountable for service delivery excellence, governance effectiveness, executive stakeholder engagement, supplier performance oversight, risk management, and value realization. The successful candidate will ensure contractual commitments are achieved while helping clients navigate complex multi-supplier environments and operational transformation initiatives.

This individual will serve as a trusted advisor to client executives and supplier partners, leveraging expertise in managed services, applications, infrastructure, cloud, cybersecurity, procurement, and vendor governance. Success in this role will be measured by client satisfaction, delivery performance, governance outcomes, and the identification of opportunities to expand ISG's strategic impact and advisory services within the account.

• 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.

Required Skillsets

• This is a remote position based in Germany, Switzerland, or France. 
• 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.
• Fluent English and German language skills are required. French language proficiency is highly desirable.
• 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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