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Sr Director, Service Operations
Gartner
posted 8hr ago
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Flexible timing
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Job Description
About this role:
The Global Service & Delivery (GS&D) arm of Gartner is currently seeking inspirational leaders to join its Strategy & Operations team in India. As a leader in this team, you will drive programs aimed at improving overall service effectiveness for GS&D. This would include projects focused on client engagement, pre-sales, service productivity and overall retention across Gartner. You will primarily work with global leaders of various business units under Global Service & Delivery (GS&D) team and will also interact with leaders across other Gartner business units in Research & Advisory, Sales and products given the cross-functional nature of several projects. You will 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 goalsPartner closely with 650+ Executive partners quipping them with Client Insights enabling them to have a focused client conversationBuild, grow and develop a team of world-class talent to deliver high quality content for use in monthly consultations with the clientsEnable 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
- Accountable for driving monthly engagement and retention of ~$1.5 Bn Contract Value for Executive Services accounts
- Identify opportunities and partner with Senior Service leaders to identify and propel continuous improvement on their strategic priorities
- Partner closely with Business Operations team and other enabling teams like Analytics, Tech and Data Science to solve for any major process or business enhancements
- 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
People Impact
- Lead a team of 50+ members Client Insights team to support the Executive Partners with the right operational support through external and internal data sources
- 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 12 years including 6+ years in a team management or comparable role; driving and leading initiatives related to retention is a plus
- Work experience related to strategy, planning or managing global 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
- Problem solving skills (Quant & Qual) to proactively identify problems and suggest solutions
- Having consultative mindset to support monthly client consultations solving their biggest problems
- Strong communication and collaboration skills
- Analytical thinker with experience deriving business insights from data analytics
- Detail-oriented with high personal standard for quality
- Exceptional in working with cross-functional teams
- Experience coaching, people development skills to groom strong leaders for the organization (directly)
- Strong business acumen to understand the key business requirements
- Ability to create scalable solutions and drive implementation across the organization
What youll 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?
What makes Gartner a great place to work?
What do we offer?
Ready to grow your career with Gartner? Join us.
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Employment Type: Full Time, Permanent
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Flexible timing
Monday to Friday
No travel
Day Shift
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