Associate Director, Strategy and Operations

Our Services Enablement team helps Global Services & Delivery improve the readiness of our associates to deliver value to our clients.  Designing, implementing and continuously improving our Service enablement approach along with leading various strategic, cross-functional efforts is at the core of what we do. 

• We are experts at scoping, defining and implementing strategic and operational initiatives.

• Our partners look to us for skills in facilitating communications, encouraging collaboration, and “connecting the dots” for other GS&D programs and initiatives.

• By understanding our client needs and gaining qualitative and quantitative insight from within the business the Manager will design and continuously refine our Services approach.

• The Manager will independently lead & own workstreams within a larger initiative and/or support the completion of specific projects within larger more complex workstreams under the direction of a Project Leader.

• This is a high visibility, high impact role and a great platform to make a disproportionate impact on our clients’ and Gartner’s future success.

Major Responsibilities/ Accountabilities:

• Lead & own day to day project management of key initiatives for the organization as either tracks within a program or independent.  Work streams are likely to focus on Service Delivery Associate (SDA) enablement activities that equip the organization to deliver the best possible client interactions.  Areas of focus will include R&A / Product innovation and service model delivery.  Additional examples of activities:

  • Develop key elements of Service enablement while partnering across Sales/Service/Research.  This could include process improvement, voice of the client or internal stakeholder impact analysis, development and rollout of better tools to bring value to our clients

  • Create, compile, and analyze ideas for service improvement.  Analyze and evaluate based on customer, financial, service associate and competitive considerations – depending on the nature of the project.

  • Conduct pilots (where appropriate) to ascertain best practices for future implementation of enablement activities with BUs and their Ops teams

  • Leverage strong interview skills to gain client and service delivery insights/feedback to improve capabilities and test new concepts that will inform transformation initiatives and continued iteration on those improvements

  • Develop plan to roll out programs including partnering with Communications and acting as the SME to develop L&D requirements; partner with Communications and L&D to deliver articulated plans

• Collaborate across Team NCVI to bring solutions to our service and delivery teams in a coordinated way

• Design & continuously refine processes, roles, tools & metrics  

• Cultivate strong relationships across the organization and partner with BU as well as Strategy & Operations leadership to solve problems and identify business improvement opportunities

• Develop a passion for the client perspective and bring it to your projects as a north star.  Understand the perspective of the services associate.  Understand the world from their point of view, develop a passion for making them amazingly successful at everything they do!

Impact of Role: Expected Results:

• Help achieve strong retention results across Services & Delivery

• Increase efficiency of Services & Delivery Organization

Relationships: Internal/External

Global Services & Delivery, Global Strategy & Operations, Sales, Research, Product

Education

• Undergraduate degree required

Professional Experience:

• 5+ years of professional experience in related roles

Technical/ Professional Skills & Competencies:

• Champion mindset – innovative by nature, optimistic and driven to only accept the best for the business.

• Strong qualitative and quantitative problem-solving skills; excellent analytical skills; ability to analyze large datasets and translate raw information into actionable insights.

• Outstanding project management skills with an ability to run complex projects, meet deadlines and prioritize workloads.  

• Excellent written and verbal communication skills; ability to create and deliver effective dashboards, decks and updates for use by multiple levels of staff, up to and including the executive level.

• Strong influencing skills; ability to create alignment on objectives, vision and plan in a fast paced, heavily matrixed organization. Ability to manage stakeholders.

• Strong interviewing/focus group and surveying skills to determine identify best practices, barriers, opportunities and to synthesize those with relative importance and make recommendations.  Ability to apply these skills both to clients and Service Delivery associates.

• Very strong Excel and PowerPoint skills with strong presentation skills both to service and executive leadership.

• Excellent organizational skills with the ability to manage multiple work streams and large amounts of detail simultaneously.

• Knowledge of Gartner GS&D and/or Team NCVI a plus.

• Strong balance between strategic view and operational execution.

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Who are we? 

At Gartner, Inc. (NYSE:IT), we guide the leaders who shape the world.

Our mission relies on expert analysis and bold ideas to deliver actionable, objective insight, helping enterprise leaders and their teams succeed with their mission-critical priorities.

Since our founding in 1979, we’ve grown to more than 20,000 associates globally who support ~15,000 client enterprises in ~90 countries and territories. We do important, interesting and substantive work that matters. That’s why we hire associates with the intellectual curiosity, energy and drive to want to make a difference. The bar is unapologetically high. So is the impact you can have here.

What makes Gartner a great place to work? 

Our sustained success creates limitless opportunities for you to grow professionally and flourish personally. We have a vast, virtually untapped market potential ahead of us, providing you with an exciting trajectory long into the future. How far you go is driven by your passion and performance.

We hire remarkable people who collaborate and win as a team. Together, our singular, unifying goal is to deliver results for our clients.

Our teams are inclusive and composed of individuals from different geographies, cultures, religions, ethnicities, races, genders, sexual orientations, abilities and generations.

We invest in great leaders who bring out the best in you and the company, enabling us to multiply our impact and results. This is why, year after year, we are recognized worldwide as a great place to work.

What do we offer? 

Gartner offers world-class benefits, highly competitive compensation and disproportionate rewards for top performers. 

In our hybrid work environment, we provide the flexibility and support for you to thrive — working virtually when it's productive to do so and getting together with colleagues in a vibrant community that is purposeful, engaging and inspiring.

Ready to grow your career with Gartner? Join us.

Gartner believes in fair and equitable pay. A reasonable estimate of the base salary range for this role is 106,000 USD - 145,000 USD. Please note that actual salaries may vary within the range, or be above or below the range, based on factors including, but not limited to, education, training, experience, professional achievement, business need, and location. In addition to base salary, employees will participate in either an annual bonus plan based on company and individual performance, or a role-based, uncapped sales incentive plan. Our talent acquisition team will provide the specific opportunity on our bonus or incentive programs to eligible candidates. We also offer market leading benefit programs including generous PTO, a 401k match up to $7,200 per year, the opportunity to purchase company stock at a discount, and more.

The policy of Gartner is to provide equal employment opportunities to all applicants and employees without regard to race, color, creed, religion, sex, sexual orientation, gender identity, marital status, citizenship status, age, national origin, ancestry, disability, veteran status, or any other legally protected status and to seek to advance the principles of equal employment opportunity.

Gartner is committed to being an Equal Opportunity Employer and offers opportunities to all job seekers, including job seekers with disabilities. If you are a qualified individual with a disability or a disabled veteran, you may request a reasonable accommodation if you are unable or limited in your ability to use or access the Company’s career webpage as a result of your disability. You may request reasonable accommodations by calling Human Resources at +1 (203) 964-0096 or by sending an email to [email protected].

Job Requisition ID:98142

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