PLI Ever Current Podcast Episode 14: Jon Lightman, the Lead of the Americas Banking and Finance Service of advisory firm ISG, sits down with Bill Tanenbaum to discuss the evolving role of AI in business transformation and outsourcing. Jon suggests that the conventional use of service levels (SLAs) to manage vendor performance should change to using “service levers” because of the need to coordinate services as companies adopt a multi-vendor ecosystem. AI, by its nature, introduces unknown unknowns into business transformation, and Bill and Jon discuss how governance (that is, steering committee for managing outsourcing projects) in outsourcing should change to handle issues that, by necessity or design, are deferred to future phases of an engagement, including allocation of unpredicted IP rights created during the engagement.
Recorded on 11/15/23
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Featured in this Episode
Jon Lightman
Hailing from the United Kingdom, Jon Lightman studied chemistry and then law, graduating from the University of the West of England with an LL.M (Master of Laws) with Merit. After qualifying as a solicitor and working on the Intellectual Property team at Mayer Brown in London, he moved to ISG (then TPI) where he pivoted to providing business advisory services primarily focusing on large global sourcing and technology initiatives. Since moving to New York in 2009 he has held a number of leadership roles within ISG, most recently heading up the Banking and Financial Services Practice in the Americas. At ISG, Jon has advised clients and led dozens of engagements focusing on business and digital transformation, technology adoption, and M&A. He is a recognized thought leader who has presented widely on innovation, ecosystems, and many other topics. Thanks to his training as an attorney, he maintains deep SME knowledge relating to structuring and negotiating contracts. He has worked on-site with global enterprises across the United States, and throughout Canada, India, Scandinavia, and Europe. He is passionate about driving real value for his clients.
