Director, Strategy & Operations (CSO)

Description

About this role:

The Strategy & Operations team in Client Service Organization (CSO) helps the global service team improve the way value is delivered to our clients in a more consistent and effective way. Our team’s charter includes three main components:

• Strengthen support of world-class execution and continuous improvement to improve CSO retention performance across all Products and Business Segments
• Drive planning, execution and iterations of  GS&D and Gartner wide initiatives on behalf of CSO. Drive simplification, efficiency & effectiveness and collaborating seamlessly across CSO / GSD Ops teams as well as other Gartner Teams (BTI, Product, Sales) to scale best practices enabling retention of Gartner clients.
• Build A Talented, Highly Engaged Team With The Skills And Capacity To Drive Our Success

We are looking for a Strategy & Operations Director to help design, innovate and continuously improve the Client Service Delivery Model in GS&D. 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. The Director role will take responsibility to design improvements in processes, responsibilities, tools, and metrics that lead to improved client retention and increased efficiency & effectiveness within the Global Services & Delivery team. A healthy mix of Program Management, Analytical and Technical Skills are required to succeeds as we strive improve our processes and client experience by leveraging advanced technologies.

What you'll do:

• Lead & own scoping, analysis, and planning of key initiatives for the organization as either track within a program or independent.  The successful candidate will be able to structure an ambiguous problem and solve it in a collaborative and inclusive fashion with many diverse stakeholders based on delighting the client as well as Gartner’s commercial objectives.
• Effectively engage and influence a wide range of stakeholders in solving cross-functional problems and capitalizing on opportunities.
• Develop key elements of the Client Service Delivery Model while partnering with Sales/Service/Research.  This could include process improvement, the voice of the client or internal stakeholder impact analysis, development, and rollout of better tools to bring value to our clients.
• Conduct pilots to ascertain best practices for future implementation into the Client Service Delivery Model with BUs
• Help guide successful rollout in collaboration with the Service Excellence team and other stakeholders
• Lead plans to roll out programs including partnering with communications and Learning & Development.
• Analyze client needs by means of qualitative and quantitative sources.  Synthesize into findings and opportunities, advocate for the client’s perspective in everything that you do
• Collaborate across Strategy & Operations, Services & Delivery, Sales, Product, and Research & Advisory teams to bring these solutions to our service and delivery teams in a coordinated way
• Cultivate strong relationships across the organization and partner with BU as well as Strategy & Operations leadership to solve problems and identify business improvement opportunities.  Become an indispensable advisor, thought partner, and execution arm to our BU leadership.

Who are you?:

• Bachelor’s Degree required / Master’s Degree preferred
• 8+ years of professional experience in related roles ( Consulting or comparable corporate experience a plus)
• Experience leading large scale transformations across multiple teams/ products/ business units
• 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 and identify best practices, barriers, and opportunities and 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 in service and executive leadership.
• Proficiency in data analysis and visualization tools (e.g., Excel, Tableau, Power BI).
• Advanced analytics skills, including experience with statistical analysis, predictive modeling, and machine learning. (Preferred)
• Experience with data manipulation and querying tools (e.g., SQL, Python, R). (Preferred)
• Excellent organizational skills with the ability to manage multiple work streams and large amounts of detail simultaneously.
• Knowledge of the Gartner Service Delivery model or experience in delivering directly to a client is a plus.
• Strong balance between strategic view and operational execution.

#LI-PK1

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 business and technology insights, helping enterprise leaders and their teams succeed with their mission-critical priorities.

Since our founding in 1979, we’ve grown to 20,000 associates globally who support over 13,000 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 vast, virtually untapped market potential offers limitless opportunities – opportunities that may not even exist right now – for you to grow professionally and flourish personally. 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.

Gartner is the world authority on AI

At Gartner, you’ll join a company at the very center of the AI revolution. Gartner has proactive, objective guidance throughout clients’ AI journeys. We set the standard for how organizations leverage artificial intelligence to drive meaningful impact. You’ll have access to unmatched resources, expertise, and technology, and play a key role in helping Gartner and our clients innovate and grow as we leverage AI to transform business and technology landscapes.

It’s an exciting time to be at Gartner, with limitless opportunities to make a real impact, grow your skills, and build a lasting, meaningful career in a field that’s reshaping the way we operate. If you’re passionate about AI and want to be part of a team that’s guiding the leaders who shape the world, Gartner is the place for you.

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.

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