Associate Director, Strategy and Operations - Gartner

Our Services Enablement team helps Global Services & Delivery improve the readiness of our associates to deliver value to our clients. Designing, implementing and continuously improving our Service enablement approach along with leading various strategic, cross-functional efforts is at the core of what we do.

• We are experts at scoping, defining and implementing strategic and operational initiatives.

• Our partners look to us for skills in facilitating communications, encouraging collaboration, and “connecting the dots” for other GS&D programs and initiatives.

• By understanding our client needs and gaining qualitative and quantitative insight from within the business the Manager will design and continuously refine our Services approach.

• The Manager will independently lead & own workstreams within a larger initiative and/or support the completion of specific projects within larger more complex workstreams under the direction of a Project Leader.

• 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.

Major Responsibilities/ Accountabilities:

• Lead & own day to day project management of key initiatives for the organization as either tracks within a program or independent. Work streams are likely to focus on Service Delivery Associate (SDA) enablement activities that equip the organization to deliver the best possible client interactions. Areas of focus will include R&A / Product innovation and service model delivery. Additional examples of activities:

  • Develop key elements of Service enablement while partnering across Sales/Service/Research. This could include process improvement, voice of the client or internal stakeholder impact analysis, development and rollout of better tools to bring value to our clients.

  • Create, compile, and analyze ideas for service improvement. Analyze and evaluate based on customer, financial, service associate and competitive considerations – depending on the nature of the project.

  • Conduct pilots (where appropriate) to ascertain best practices for future implementation of enablement activities with BUs and their Ops teams.

  • Leverage strong interview skills to gain client and service delivery insights/feedback to improve capabilities and test new concepts that will inform transformation initiatives and continued iteration on those improvements.

  • Develop plan to roll out programs including partnering with Communications and acting as the SME to develop L&D requirements; partner with Communications and L&D to deliver articulated plans.

• Collaborate across Team NCVI to bring solutions to our service and delivery teams in a coordinated way.

• Design & continuously refine processes, roles, tools & metrics.

• Cultivate strong relationships across the organization and partner with BU as well as Strategy & Operations leadership to solve problems and identify business improvement opportunities.

• Develop a passion for the client perspective and bring it to your projects as a north star. Understand the perspective of the services associate. Understand the world from their point of view, develop a passion for making them amazingly successful at everything they do!

Impact of Role: Expected Results:

• Help achieve strong retention results across Services & Delivery.

• Increase efficiency of Services & Delivery Organization.

Relationships: Internal/External

Global Services & Delivery, Global Strategy & Operations, Sales, Research, Product.

Education

• Undergraduate degree required.

Professional Experience:

• 5+ years of professional experience in related roles.

Technical/ Professional Skills & Competencies:

• 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 identify best practices, barriers, opportunities and to 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 to service and executive leadership.

• Excellent organizational skills with the ability to manage multiple work streams and large amounts of detail simultaneously.

• Knowledge of Gartner GS&D and/or Team NCVI a plus.

• Strong balance between strategic view and operational execution.