Many organizations take disparate paths to global delivery, and often end up with a confusing tangle of delivery models. Operating models of the future incorporate multiple service providers, cloud solutions, and global delivery, but do so in a way that is well-managed and integrated into a broader plan. The ISG Operating Model Design and Implementation framework helps companies create a set of integrated building blocks that optimize value, services, processes, organization, governance, technology and people so it can better achieve its goals. The methodology captures a supply chain view of the delivery of services, with a focus on business value.
Meet the team
Partner and Global Leader, ISG Managed Services
Lois is a recognized expert in the field of Service Management and Governance. As Partner and Global Leader of ISG’s Managed Services Practice, she drives innovation and industry leading practices in the area of service integration, operational effectiveness and operating model transformation. She brings more than 25 years of experience in IT operations transformation to her work with such ISG clients as Abbott, CNA, Excelon, Loblaw, Monsanto, Pitney Bowes and United Technologies.
Simon is an expert in Service Integration and Management (SIAM). He has more than 25 years of experience in operations and consulting with Fortune 500 companies. Simon has led major organizational transformation projects in complex, multi-sourced environments, helped negotiate and manage operations for large outsourced deals and assessed, designed and implemented service integration and operating models for organizations across industries, including Financial Services, Energy, Utilities, Retail and Public Sector. He helps enterprises develop strategies for contracting SIAM services, evaluate benefits and risks of alternative sourcing strategies and develop models for closer business-IT alignment.
Andrea provides transformative solutions to the cross-functional challenges executives increasingly face as they attempt to define the right service delivery and operating models for their organization. Andrea advises clients on all aspects of their complex, multi-sourcing operating models, including organization, governance, process and capability elements of the operating model. She is an expert in assessing current operations and transforming and maintaining target operating models. Enterprises that have worked with Andrea have benefited from her long-term consulting and sourcing advisory expertise spanning the whole lifecycle of sourcing in the areas of IT and business process services. She is known for her extensive project and change management capability even in the face of complex and international project environments.
Prashant works with enterprises to shape their operating models for a digital journey and brings 20 years of expertise in all aspects of applications and platforms, from designing transformations through the whole sourcing lifecycle. Prashant’s experience spans a range of industries, including Financial Services, Telecom and Media, Automotive and Utilities, and a range of geographies, including Europe, the Americas and India. Recently, he helped a Fortune 100 automotive giant consolidate its next-generation sourcing for applications, executing digital transformations right up to application management. He has also structured and run a digital transformation strategy and multi-project execution for a large logistics firm in the Nordics and set up a captive offshoring unit for agile product development in India for one of the world’s largest publicly-listed European entertainment companies.
Deb leads ISG’s Human Resources Technology practice, drawing upon extensive in shared services, outsourcing and HR management to help clients define and implement their HR technology and service delivery strategies. Deb helps enterprises assess the business case for Human Capital Management software-as-a-service (SaaS) solutions, understand the capabilities and experience of leading HR SaaS providers and integrators, and formulate and execute effective negotiation strategies for HR SaaS software and implementation. She has authored ISG’s annual survey on HR Technology and Service Delivery Trends since 2014. Deb has 29 years of experience and has been involved in more than 150 HR engagements across HR administration, payroll, benefits, talent acquisition and HR technologies.
With more than 25 years of experience in sourcing, Harvey is a sought-after global industry advisor with particular expertise in global sourcing strategies, digital transformation trends, governance and emerging service delivery operating models. He offers his clients insights gained from involved with some of the largest and most complex transformational sourcing initiatives in the industry. His experience includes working with the architecture of mergers, acquisitions and divestitures and designing creative transaction structures, such as cost-quality and outcome-based relationships. Harvey holds a degree in finance from Florida International University and an MBA from the University of Miami.
Tanja Kruse-Jones works for ISG’s global Service Management and Integration (SIAM) practice, which provides solutions to the cross-provider challenges executives increasingly face as they attempt to manage complex integrated multi-sourced services. Tanja´s focus area of expertise is centered on Target Operating Model, governance, process and organizational design, skill management and performance management. Tanja has supported many client organizations in optimizing their organizational set up and IT service management processes to improve client satisfaction, achieve operational excellence and deliver tangible business value. Tanja´s special expertise lies in integrating the people-aspect in transformation initiatives to achieve sustainable results.