Performance Management CoE

About ISG:

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. So, get ready to kickstart your career with a team that's connected – connected by freedom.:

ISG is a leader in subscription research, advisory and strategy consulting services for senior business and IT executives, technology and software vendors and business / IT services providers. Our mission is to help our clients make better business decisions and create new business value through trusted and objective insights into the key market trends and emerging technologies driving real change.

Position Summary:

The Manager – Performance Management CoE (Center of Excellence) will be responsible for driving service performance excellence across vendors, functions, and geographies. This role will lead SLA governance, analytics, reporting, and continuous improvement initiatives to ensure alignment with contractual obligations, service quality expectations, and organizational objectives.

Key Responsibilities:

SLA Governance and Performance Oversight

• Lead end-to-end SLA and KPI governance across IT service providers and internal towers.
• Ensure accurate, timely reporting and interpretation of performance data.
• Monitor trends, identify performance gaps, and drive corrective action plans with suppliers.

Operational Excellence and CoE Development

• Establish and maintain standardized SLA governance frameworks, templates, and dashboards.
• Develop playbooks, SOPs, and best practices for performance management activities.
• Act as a change agent to build performance-centric culture across the organization.

Analytics, Reporting & Insights

• Manage the performance reporting lifecycle: data collection, validation, analysis, and communication.
• Create executive-level dashboards and performance scorecards using tools like Power BI, Tableau, or Excel.
• Provide actionable insights to business stakeholders and governance forums.

Stakeholder Management

• Collaborate with Service Owners, Business Units, Procurement, and Legal for contract compliance and vendor engagement.
• Conduct QBRs with vendors, presenting performance trends, compliance issues, and improvement plans.
• Ensure transparency and alignment across global and regional teams.

Continuous Improvement & Automation

• Identify automation opportunities in SLA tracking and reporting using AI/ML or RPA tools.
• Drive initiatives to improve speed-to-resolution, customer satisfaction, and cost efficiency.
• Support transformation programs that elevate vendor and service performance.

Required Qualifications:

Education: Bachelors in IT, Business, or related field

Experience: 10–15 years in IT performance management, SLA's, Managed services background, vendor governance

Tools: Strong skills in Excel, Power BI, Tableau, ServiceNow

Knowledge: Deep understanding of SLA/OLA frameworks, ITIL, service delivery

Certifications (preferred): ITIL v4, Six Sigma, PMP, CSM,

Key Competencies:

• Strategic Thinking and Operational Discipline
• Strong Analytical and Presentation Skills
• Vendor and Stakeholder Relationship Management
• Change Management and Influence
• Communication and Executive Reporting
• Results-Oriented and Collaborative Mindset

Why Join Us:

• Lead a high-impact, cross-functional CoE central to our client success.
• Work in a dynamic, data-driven environment with exposure to senior leadership.
• Help shape enterprise-wide service excellence initiatives.

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.