Skip to main content

Director, Service Operations


About this role:

The Global S&O arm of Gartner is currently seeking talented people leader with an entrepreneurial mindset to join its Strategy & Operations team in India.  As a member of this team you will spearhead a team of high caliber, high performing associates to drive client engagement and service productivity programs across Gartner. You will work towards driving integrated approach across Gartner’s key functions – Business units under Global Service & Delivery (GS&D), Sales, R&A and Products and their leaders with the central goal of improving client retention through high value engagement mechanisms. You will also get an opportunity to work on some of the high impacting strategic projects to drive key organizational goals, operational & economic productivity of the overall operations and service associates.

What you’ll do:

Business Impact

  • Drive retention and growth by empowering service delivery groups through several turn-key initiatives as required:
    • Be accountable for delivering against GS&D’s strategic priorities, in driving world-class service operations team against committed goals
    • Build, grow and develop a team of world-class talent to deliver high operational efficiency
    • Identify and partner with internal stakeholders to propel continuous improvement and innovation in all teams; directly impact internal and stakeholder teams’ productivity 
    • Enable strong support to the stakeholders (through your team) with a no-limits mindset to do everything that ties firmly to business units’ engagement and overall retention
  • Identify new ideas and initiatives by uncovering synergies across different Service teams with the aim to maximize value being delivered to clients on their most critical priorities while improving the productivity of our service associates
  • Conceptualize, design, and run pilots by building upon identified synergies – prioritize new initiatives through a firmly established selection/ROI criteria and drive project incubation from inception to scale-up readiness by scrutinizing for relevant ‘exit’ criteria on these initiatives; be accountable for overseeing pilot maturity and scale up readiness until the point of implementation
  • Identify tech and analytics needs across Service Operations and collaborate using Agile ways of working with the Service Technology and Data Science team as well as Service Analytics team to ensure timely progress on these workstreams
  • Drive one-time transformational initiatives which cater to multiple GS&D business units and require all the Operations teams to collaborate closely with each other and with service delivery teams
  • Identifying systemic issues affecting client journey and work with internal organizations to identify and implement fixes, process modification or changes to client’s expectations.

People Impact

  • Have a strong focus on people leadership, and career management and planning through the teams and larger Service Ops organization in India
  • Be responsible for career pathing, skill development for immediate team of managers, and their teams
  • Collaborate with other leaders to drive superior collaboration and change adoption in Service Organization
  • Maintain a culture of high performance and productivity, where a significant portion of the time is spent in coaching managers

What you’ll need:

  • MBA or equivalent degree (preferred)
  • Minimum experience of 10 years including 5+ years in a team management role or comparable role; driving and leading initiatives related to retention is a plus
  • Work experience related to strategy, planning or managing operations
  • Good command of knowledge related to Information technology and its application to business
  • Knowledge/experience on analytical problem solving, analytical tools
  • Hands-on experience leveraging data analytics to problem solving
  • Firsthand knowledge of defining and implementing high performance and continuous improvement quality programs in a global organization
  • Experience in consulting and client project management a plus

What you will get:

  • Competitive salary, generous paid time off policy, charity match program, Group Medical Insurance, Parental Leave, Employee Assistance Program (EAP) and more!
  • Collaborative, team-oriented culture that embraces diversity
  • Professional development and unlimited growth opportunities

Who are we?

Gartner delivers actionable, objective insight to executives and their teams. Our expert guidance and tools enable faster, smarter decisions and stronger performance on an organization’s most critical priorities. We’ve grown exponentially since our founding in 1979 and we're proud to have nearly 16,000 associates globally that support our 14,000+ clients in more than 100 countries.

What makes Gartner a great place to work?

Our teams are composed of individuals from different geographies, cultures, religions, ethnicities, races, genders, sexual orientations, abilities and generations. We believe that a variety of experiences makes us stronger—as individuals, as communities and as an organization. That’s why we're recognized worldwide as a great place to work year after year. We've been recognized by Fortune as one of the World’s Most Admired Companies, named a Best Place to Work for LGBTQ Equality by the Human Rights Campaign Corporate Equality Index and a Best Place to Work for Disability Inclusion by the Disability Equality Index. Looking for a place to turn your big ideas into reality? Join #LifeAtGartner

What we offer:

Our people are our most valuable asset, so we invest in them from Day 1. When you join our team, you’ll have access to a vast array of benefits to help you live your life well. These resources are designed to support your physical, financial and emotional well-being. We encourage continued personal and professional growth through ongoing learning and development opportunities. Our employee resource groups, charity match and volunteer programs keep you connected to your internal Gartner community and causes that matter to you.

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 affirmatively 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 203-964-0096 or by sending an email to .

Job Requisition ID:59198

By submitting your information and application, you confirm that you have read and agree to the country or regional recruitment notice linked below applicable to your place of residence.

Gartner Applicant Privacy Link:

For efficient navigation through the application, please only use the back button within the application, not the back arrow within your browser.

Img Widget Talentcommunity

Tell us about yourself to stay connected to Gartner careers and events.

Join Talent Community