From targeted engagement to global, multi-functional collaboration

In February 2023, a global biopharmaceutical company engaged ICON, joining an ecosystem already supported by several established providers with partnerships spanning five years. As the last provider added, ICON initially focused exclusively on Clinical Operations. 

Despite entering later than other vendors, ICON’s FSP team quickly demonstrated strong delivery, adaptability, and efficient resource scaling. In less than one year, ICON expanded its footprint to represent 20.5% of the client’s total FSP resourcing, surpassing expectations and capturing a significant share of the business alongside four vendors with long-standing partnerships. This rapid growth positioned ICON as a competitive and trusted partner in record time.

As an organisation, ICON has expanded support across several services within the partnership:

• Broader services, including FSO, Laboratory Services, Imaging, and Bioanalytical projects
• Commercial flexibility, with multiple Work Orders (WOs) and an extended rate card of more than 1,000 rates to support diverse and evolving client needs

This rapid trajectory reflects ICON’s ability to scale quickly and deliver value, transforming from a single-service vendor into a globally integrated, multi-functional partner.

The client required a partner who could:

• Scale operations efficiently in a competitive provider landscape
• Deliver specialised functional expertise while ensuring global coverage
• Support a strategic shift to centralise functions in cost-effective regions
• Drive integration across multiple functions and stakeholders under a cohesive partnership model

ICON responded by growing organically and leveraging its hub-based delivery model and global footprint, establishing centers of excellence in strategic regions and remaining flexible to address evolving client needs. We were also able to offer blended solutions, combining our core offerings with on-demand T&M services to provide fast, tailored support for the client.

• Our global footprint allowed us to deliver consistently across North America, Latin America, Europe, and Asia Pacific, offering seamless support for the client’s worldwide operations
• We expanded beyond just Clinical Operations into multiple service areas, including Clinical Pharmacology, Translational Sciences, Procurement, R&D, and Early Phase divisions
• Our blended solutions—a mix of FSP, FSO, and standalone services—allowed us to align closely with sponsor needs, improving efficiency, flexibility, and speed to delivery
• ICON supports multiple Work Orders and maintains an extensive rate card with over 1,000 rates, enabling us to provide a wide variety of roles and quickly adapt to new requirements
• We also ensure stakeholder alignment across all levels—from operational teams to senior leadership—creating a trusted and collaborative network

This journey from a single-service engagement to a globally integrated, multi-functional partnership demonstrates the scalability of ICON’s model and the strategic alignment achieved with the client. Today, the relationship is a proven example of how ICON can enter a competitive provider landscape and rapidly emerge as a preferred global partner

The most critical milestones achieved in this partnership center around the establishment and expansion of global hubs, which have become a cornerstone of ICON’s delivery model.

• Centralised CTA hub (Mexico): Established in May 2024, the hub began responsible for a range of support tasks, consolidated operational work away from higher-cost countries while preserving oversight of high-value roles. Developed specialised TMF expertise, creating a dedicated TMF function within the hub
• Second Clinical Operations hub (United Kingdom): Launched in October and fully operational in November 2024, this hub was built on the success of the first Clinical Operations hub and reflects the client’s confidence in ICON’s ability to scale proven models across geographies. This hub was also designed to consolidate operational work away from higher-cost locations while maintaining strong governance of higher-value functions. The U.K. hub serves a different group within the client’s organisation, providing centralised support to Clinical Operations leadership and oversight functions
• Blended model implementation: When the client faced a critical and time-sensitive requirement, ICON acted quickly by implementing a blended resourcing model. This approach combines partial FTEs, enabling immediate deployment of qualified staff and ensuring continuity of operations without disruption. driving rapid scalability, efficiency, and cost-effectiveness

Today, the partnership has grown to more than 100 FTEs across a wide diversity of roles supporting the five functional areas. ICON has achieved:

• High retention levels, ensuring continuity and efficiency in delivery
• Close collaboration across both operational and leadership levels, fostering alignment with the client’s strategy
• High levels of satisfaction reported by both client stakeholders and ICON employees,
  reinforcing the strength and sustainability of the partnership
• High retention levels, ensuring continuity and efficiency in delivery
• Close collaboration across both operational and leadership levels, fostering alignment with the client’s strategy
• High levels of satisfaction reported by both client stakeholders and ICON employees,
  reinforcing the strength and sustainability of the partnership

Through strategic hub expansion, global scalability, and strong stakeholder engagement, ICON has become the client’s one of the most trusted providers. Key outcomes include:

• Global footprint spanning NA, LA, EU, and APAC
• Multi-functional partnership across six service areas
• Proven hub model driving efficiency, scalability, and cost-effectiveness
• Expansion into FSO, Labs, Imaging, and Bioanalytical services

This partnership showcases the power of One ICON: close internal collaboration across service lines, unified delivery, and full alignment with the client’s vision. By combining global scalability, functional expertise, and commercial flexibility, ICON transformed from the last provider added in February 2023 to a well-positioned partner in a short period of time. 

The evolution from a late entrant to a global, multi-functional partner reflects ICON’s ability to deliver measurable value quickly, making this partnership a blueprint for future FSP and FSO expansions worldwide.