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Manager Service Ops


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 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: 

This stint involves leading some of the high impacting capabilities under the Service Advisors function which aims to drive process efficiency & effectiveness across various stages of the Client Service Value Chain (Onboarding to Retention) through client segmentation, digital marketing campaigns, process optimization, automation, and LEAN principles. These strategic capabilities drive key business priorities of GS&O with an ultimate focus towards client engagement and retention. You will also devote your time building a high performing team – hire, develop, coach, and enable associates to drive innovation, growth and retention of business.

Core Operations:

  • Responsible for managing end to end operations and key business metrics of various units

  • Spearhead designing and implementing innovative digital marketing campaigns to reach clients; Securing clients’ attendance for service delivery calls and events

  • Provide guidance and support to teams to conceptualize, story boarding, design and implement initiatives that have a direct impact on KPIs

  • Drive operational excellence – incremental improvement in process across client value chain – reduced steps, intuitive and simpler process design/interfaces. Implement best practices/tested solutions across service delivery to maximize effectiveness

  • Analyzing lagging/leading business KPIs – onboarding, engagement, retention to generate actionable insights, develop implementation plans and ensure execution of all changes

  • Continuously improve quality of processes & deliverables by establishing a regular process check and measurement mechanism.

  • Communicate results, identify successes, failures, trends, and projections. Summarize performance results and findings and communicate actionable recommendations to stakeholders.

Iterate and Evolve to increase Business Impact

  • Apply analytical thinking and entrepreneurial mindset to help the function drive continuous innovation

  • Push self and team to innovate on productivity and efficiency drivers. Implement those innovation end to end based on ROI impact and measure the success.

  • Build and drive the team members to implement strategic initiatives to drive process improvement ideas, A/B testing and leveraging various sources of information to make it useful for continuous improvement

  • Drive structured problem solving on various projects as needed. Provide guidance on data driven hypothesis testing and scale up approaches. Influence decision making on next big bet.

Continuous Process Optimization

  • Achieve operational excellence and process improvement by providing consultative support to improve team operations and create value for the services organization

  • Identify process improvement opportunities and apply LEAN principles to boost efficiency and productivity of processes & people

  • Keeping in mind ‘One Gartner’ approach to serve clients, integrate, and standardize all possible elements of the process. Also, aim for economy of scale by integrating all process touch points (Sales, onboarding, pre-call, post-call) of client’s journey to map the client behavior better to deliver value.

  • Conduct time & motion diagnostics to explore opportunities of process redesign. Establish process excellence to operate in a Lean way including maximization of automation for all tasks and process

  • Continue to re-engineer and optimize the instrumentation (dashboards, reports, tools) designed to measure and alert SDAs/Leadership on lagging/leading KPIs

Collaboration and Stakeholder Management

  • Own stakeholder management, relationship building with team members and with cross-functional units. Ensure right communication and positioning of the vision and priorities to team members.

  • Communicating and presenting analytical insights to internal stakeholders and to senior management

  • Partnering with internal stakeholders to learn, ideate, and recommend automation alternatives to service delivery associates’ manual work streams 

  • Delivering strong support to the stakeholders with a no-limits mindset to do everything to increase retention

  • Drive problem solving via story boarding and driving discussions in various forums

  • Actively Improve collaboration and close-coordination with global teams across time-zones

People Management

  • Lead a span of about 15-18 individual contributors and team leaders. Accountable for their learning & development needs, develop their Individual Development Plan and work together to achieve objectives.

  • Define their roles & responsibilities, continuously help them in prioritizing tasks and ensure optimal staffing.

  • Create an inspiring team environment with an open communication culture by being approachable, providing continuous encouragement to team, identifying skill gaps and communicating term goals

  • Lead hiring of new talent and training/coaching them so they seamlessly integrate with the team

  • Retain top performers and proactively identify and manage bottom performers

  • Increase productivity of team by working with tools (technical and process) that can optimize time and make process more efficient

What you’ll need:

  • MBA professional with 6-10 years of experience with a minimum of 3+ years of experience in directly managing a team of associates

  • Strong leadership skills to build capability within the team and collaborate with other team leads to ensure the larger goals are met

  • Good command of knowledge related to Information technology, product development and its application to business

  • Knowledge/experience on analytical problem solving, analytical tools

  • Exposure and understanding of lean six sigma, lean diagnostics, T&M and other process improvement techniques would be a big plus

  • Seasoned professionals having proven track record of driving business impact with strong business acumen, problem solving leadership (qualitative & quantitative).

  • Have demonstrated high champion & leadership mindset. Drives operational and business excellence, Proven influential leadership with superior execution ability and project management

  • Effective Project Management skills, having ability to provide focused attention across stakeholders

  • Powerful communication and superior collaboration skills

  • Quick Learner, Process- driven

  • Innovative mindset and inclination to solve business problems

  • Analytical thinker with experience deriving business insights from data analytics

  • Detail-oriented with high personal standard for quality

  • Comfortable in working with cross-functional teams

  • Skillful in managing expectations of varying stakeholders (internal & external)

  • Fair understanding of Gartner eco system – products, services, various functions

What you’ll 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?

At Gartner, Inc. (NYSE: IT), we deliver actionable, objective insight that drives smarter decisions and stronger performance on an organization’s mission-critical priorities. We’ve grown exponentially since our founding in 1979 and we're proud to have over 19,500 associates globally that support over 15,000 client enterprises 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 diversity 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 +1 (203) 964-0096 or by sending an email to .

Job Requisition ID:76442

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