Job
Description
Managing Vice President, Global Service Operations About this Role: As the Managing Vice President of Global Service Operations, you will lead a global team of 200+ associates to enhance client retention and maximize the value of Gartner contracts and maximizing client value from Gartner contracts through enhanced service delivery and retention strategies. Your focus will be on improving service delivery efficiency and effectiveness, directly engaging with clients, and spearheading global programs to boost service outcomes Based in Gurgaon, India, you will spearhead strategic initiatives, oversee cross-functional teams, and drive operational excellence to support Gartners Global Service & Delivery (GS&D) function. This role reports to the SVP, Global Strategy & Operations. Competencies: Strategic Leadership: Develop and implement global strategies to enhance service delivery and client retention. Lead initiatives to improve the efficiency and effectiveness of service operations, including the integration of advanced analytics and data science to inform decision-making. Analytical Problem Solving: Utilize data science and analytics to inform decision-making and enhance client engagement and retention strategies. Collaborate with technology teams to develop personalized content and tools that enhance service delivery effectiveness and client engagement Change management and transformation: Be a change champion continuously looking for new ways to make overall GS&D service delivery associates more effective and efficient. Partner with Service delivery leadership for effective change management as we continuously improve the way we service clients Operational Excellence: Drive process excellence, automation, and innovation in service operations to support core business functions, continuous improvement across all functions, focusing on process excellence and innovation. Implement key performance indicators to measure and improve operational outcomes. Cross-Functional Collaboration and Stakeholder Management: Partner with various business units to align on strategic objectives and enhance connectivity. Lead program management for key GS&D priorities, ensuring effective problem-solving, stakeholder alignment, and execution. People Management: Leadership Mindset: Develop and inspire a high-performing global team, fostering a culture of excellence and continuous improvement. Strengthen the Service Operations team by developing next-in-line leadership at the VP/Director level. Capacity Planning: Manage resource allocation and budget to optimize team performance and service delivery. Lead the capacity planning for the team, ensuring efficient service delivery and operational success. Key GS&D Initiatives: Client Insights Support: Lead efforts to provide client insights for Executive Partners (EPs), enabling the creation of client value plans and impactful consultations. Events Recruitment: Drive client registration for conferences, webinars, and executive retreats through targeted campaigns and associate enablement. Email-Led Engagement: Leverage email campaigns to drive client engagement with Gartner content, focusing on specific client segments. Client Response Team: Oversee operations to triage, route, and address customer service-related issues, ensuring timely and effective resolution. IPW and EP POC Operations: Manage operations for scheduling Gartner.com demos and assigning EPs during the sales process, optimizing fulfilment time and resource allocation. Program Management of Strategic Initiatives Program manage cross-functional initiatives like Conference Attendance, Improving Client Onboarding, Improving IPW impact, Improving EP POC impact, etc. What you ll need: 15+ years of progressive experience in strategy, operations, or business consulting, with a strong track record in leading global teams. Consulting experience highly preferred MBA preferred, with a background in engineering or mathematics. Strong knowledge of operations practices, with the ability to establish trusted business relationships, gain consensus, and drive action across diverse global constituents Results-oriented with excellent business vision and strategic thinking, demonstrating a track record of solving complex problems creatively and effectively What you ll need to be Good at: Leading high-performance teams and managing complex operations. Solving business problems with analytical and strategic approaches. Engaging and collaborating with a variety of global stakeholders Engaging with technology teams to enhance service delivery and client engagement. Driving change management and transformation initiatives. Switching context between a variety of topics and initiatives 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 21,000 associates globally who support ~14,000 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? What do we offer? Ready to grow your career with Gartner? Join us. 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.
