Associate Director, Service Technology & Operations

Gartner•Irving, TX

1d•Hybrid

About The Position

About the role: We are looking for a proven leader to drive the strategic roadmap for Service Operations within the Client Success Organization (CSO). This role will partner closely with teams across CSO, Global Services & Delivery Operations (GS&O), RES and Sales to deliver innovative tools, processes, and systems that advance our business goals. The successful candidate will bring strong expertise in operations, technology platforms, and customer success workflows, while championing change management and adoption across the enterprise. You will lead high‑impact initiatives, mentor a strong team, and ensure measurable outcomes that support CSO priorities. This is an opportunity to shape how CSO delivers operational excellence and innovation at scale. What you will do: In partnership with the Service Technology and/or Service Analytics and Productivity Team, develop and execute the strategic roadmap for technology platforms and tools, ensuring alignment with Gartner and CSO business goals. Assess organizational capabilities and pain points to define business requirements and drive people, process, and technology solutions. Lead complex, cross-functional initiatives to deliver innovative features and functionalities that enhance our systems/processes and support CSO priorities. Partner with senior leaders across CSO, GS&O, Sales, and other functions to shape strategic roadmaps and identify opportunities for innovation and continuous improvement. Provide leadership in developing business cases, program scopes, process designs, and implementation plans that deliver measurable value. Serve as a key liaison between CSO and internal stakeholders, ensuring alignment and collaboration across GS&D initiatives. Champion change management and adoption strategies to ensure successful implementation and sustained impact of new systems and processes. Demonstrate deep expertise in business operations, consistently improving quality, efficiency, and operational excellence. Drive Gartner and CSO goals and strategy through systems, tools, and processes by driving efficiency and operational excellence within scope of responsibility. Lead, manage, mentor and develop a high-performing team of managers, program leaders, and associates. Research best practices and leading tools used by Customer Success teams in subscription and SaaS organizations. What you will need: Bachelors degree or equivalent in relevant field (IT, Engineering etc.). 7+ years experience in project management. 7-10 years managing major technology projects (a plus). Understanding of Services (CSO) workflows, Analytical needs and platforms like Salesforce, Gainsights/Churnzero, and PowerBI. Strong functional understanding of AI and large language models (LLMs), including their evolution and practical applications within Customer Success and Service organizations. Experience designing user experiences(UX)/intuitive workflows, prioritizing features, and developing roadmaps and launch plans for technology products. Understanding of agile scrum and iterative design/development process with product owner experience. Innovative thought leadership, product/program management, organizational, collaboration, communication & presenting to persuade to the executive level. Excellent leadership and management skills with experience building business cases for initiatives and head count, solid institutional knowledge, and ability to manage across teams and resources that are not direct reports, to accomplish goals. Exceptional communication and executive-level presentation skills to build C-level relationships and negotiate outcomes. Strong understanding of business and technology challenges, and the ability to develop ROI-focused solutions. Experienced and skilled in business negotiation, change management and influencing techniques (a plus). Demonstrated ability to develop and scale high-performing teams. What you will get: Competitive salary, generous paid time off policy, charity match program, Medical, Dental & Vision Plans, Parental Leave, Employee Assistance Program (EAP), 401K matching and more! Collaborative, team-oriented culture that embraces diversity Professional development and unlimited growth opportunities #LI-MG2 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 business and technology insights, helping enterprise leaders and their teams succeed with their mission-critical priorities. Since our founding in 1979, we’ve grown to 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? Our vast, virtually untapped market potential offers limitless opportunities – opportunities that may not even exist right now – for you to grow professionally and flourish personally. How far you go is driven by your passion and performance. We hire remarkable people who collaborate and win as a team. Together, our singular, unifying goal is to deliver results for our clients. Our teams are inclusive and composed of individuals from different geographies, cultures, religions, ethnicities, races, genders, sexual orientations, abilities and generations. We invest in great leaders who bring out the best in you and the company, enabling us to multiply our impact and results. This is why, year after year, we are recognized worldwide as a great place to work. What do we offer? Gartner offers world-class benefits, highly competitive compensation and disproportionate rewards for top performers. In our hybrid work environment, we provide the flexibility and support for you to thrive — working virtually when it's productive to do so and getting together with colleagues in a vibrant community that is purposeful, engaging and inspiring. Ready to grow your career with Gartner? Join us. Gartner believes in fair and equitable pay. A reasonable estimate of the base salary range for this role is 108,000 USD - 148,000 USD. Please note that actual salaries may vary within the range, or be above or below the range, based on factors including, but not limited to, education, training, experience, professional achievement, business need, and location. In addition to base salary, employees will participate in either an annual bonus plan based on company and individual performance, or a role-based, uncapped sales incentive plan. Our talent acquisition team will provide the specific opportunity on our bonus or incentive programs to eligible candidates. We also offer market leading benefit programs including generous PTO, a 401k match up to $7,200 per year, the opportunity to purchase company stock at a discount, and more. 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. 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 [email protected]. Job Requisition ID:104691 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: https://jobs.gartner.com/applicant-privacy-policy For efficient navigation through the application, please only use the back button within the application, not the back arrow within your browser. At Gartner, we guide the leaders who shape the world. About 14,000 client enterprises worldwide rely on Gartner for actionable, objective business and technology insights. Our teams of thinkers and doers know that staying curious is the best way to shape the future, for ourselves and our clients. Our sustained success creates limitless opportunities for you to grow professionally and flourish personally. We have a vast, virtually untapped market potential ahead of us, providing you with an exciting trajectory long into the future. How far you go is driven by your passion and performance. In our hybrid work environment, we provide the flexibility and support for you to thrive — working virtually when it's productive to do so and getting together with colleagues in a vibrant community that is purposeful, engaging and inspiring.

Requirements

Bachelors degree or equivalent in relevant field (IT, Engineering etc.).
7+ years experience in project management.
Understanding of Services (CSO) workflows, Analytical needs and platforms like Salesforce, Gainsights/Churnzero, and PowerBI.
Strong functional understanding of AI and large language models (LLMs), including their evolution and practical applications within Customer Success and Service organizations.
Experience designing user experiences(UX)/intuitive workflows, prioritizing features, and developing roadmaps and launch plans for technology products.
Understanding of agile scrum and iterative design/development process with product owner experience.
Innovative thought leadership, product/program management, organizational, collaboration, communication & presenting to persuade to the executive level.
Excellent leadership and management skills with experience building business cases for initiatives and head count, solid institutional knowledge, and ability to manage across teams and resources that are not direct reports, to accomplish goals.
Exceptional communication and executive-level presentation skills to build C-level relationships and negotiate outcomes.
Strong understanding of business and technology challenges, and the ability to develop ROI-focused solutions.
Demonstrated ability to develop and scale high-performing teams.

Nice To Haves

7-10 years managing major technology projects (a plus).
Experienced and skilled in business negotiation, change management and influencing techniques (a plus).

Responsibilities

In partnership with the Service Technology and/or Service Analytics and Productivity Team, develop and execute the strategic roadmap for technology platforms and tools, ensuring alignment with Gartner and CSO business goals.
Assess organizational capabilities and pain points to define business requirements and drive people, process, and technology solutions.
Lead complex, cross-functional initiatives to deliver innovative features and functionalities that enhance our systems/processes and support CSO priorities.
Partner with senior leaders across CSO, GS&O, Sales, and other functions to shape strategic roadmaps and identify opportunities for innovation and continuous improvement.
Provide leadership in developing business cases, program scopes, process designs, and implementation plans that deliver measurable value.
Serve as a key liaison between CSO and internal stakeholders, ensuring alignment and collaboration across GS&D initiatives.
Champion change management and adoption strategies to ensure successful implementation and sustained impact of new systems and processes.
Demonstrate deep expertise in business operations, consistently improving quality, efficiency, and operational excellence.
Drive Gartner and CSO goals and strategy through systems, tools, and processes by driving efficiency and operational excellence within scope of responsibility.
Lead, manage, mentor and develop a high-performing team of managers, program leaders, and associates.
Research best practices and leading tools used by Customer Success teams in subscription and SaaS organizations.