Head, Global Delivery & Growth, Consumer Services Portfolio, Governance Services

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.

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

• 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.