Director, Strategy & Operations (CSO)

Gartner•Fort Myers, FL

13d•Hybrid

About The Position

The Strategy & Operations team in Client Service Organization (CSO) helps the global service team improve the way value is delivered to our clients in a more consistent and effective way. Our team’s charter includes three main components: Strengthen support of world-class execution and continuous improvement to improve CSO retention performance across all Products and Business Segments Drive planning, execution and iterations of GS&D and Gartner wide initiatives on behalf of CSO. Drive simplification, efficiency & effectiveness and collaborating seamlessly across CSO / GSD Ops teams as well as other Gartner Teams (BTI, Product, Sales) to scale best practices enabling retention of Gartner clients. Build A Talented, Highly Engaged Team With The Skills And Capacity To Drive Our Success We are looking for a Strategy & Operations Director to help design, innovate and continuously improve the Client Service Delivery Model in GS&D. 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. The Director role will take responsibility to design improvements in processes, responsibilities, tools, and metrics that lead to improved client retention and increased efficiency & effectiveness within the Global Services & Delivery team. A healthy mix of Program Management, Analytical and Technical Skills are required to succeeds as we strive improve our processes and client experience by leveraging advanced technologies.

Requirements

Bachelor’s Degree required
8+ years of professional experience in related roles
Experience leading large scale transformations across multiple teams/ products/ business units
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 and identify best practices, barriers, and opportunities and 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 in service and executive leadership.
Proficiency in data analysis and visualization tools (e.g., Excel, Tableau, Power BI).
Excellent organizational skills with the ability to manage multiple work streams and large amounts of detail simultaneously.
Strong balance between strategic view and operational execution.

Nice To Haves

Master’s Degree preferred
Consulting or comparable corporate experience a plus
Advanced analytics skills, including experience with statistical analysis, predictive modeling, and machine learning.
Experience with data manipulation and querying tools (e.g., SQL, Python, R).
Knowledge of the Gartner Service Delivery model or experience in delivering directly to a client is a plus.

Responsibilities

Lead & own scoping, analysis, and planning of key initiatives for the organization as either track within a program or independent.
Effectively engage and influence a wide range of stakeholders in solving cross-functional problems and capitalizing on opportunities.
Develop key elements of the Client Service Delivery Model while partnering with Sales/Service/Research.
Conduct pilots to ascertain best practices for future implementation into the Client Service Delivery Model with BUs
Help guide successful rollout in collaboration with the Service Excellence team and other stakeholders
Lead plans to roll out programs including partnering with communications and Learning & Development.
Analyze client needs by means of qualitative and quantitative sources.
Synthesize into findings and opportunities, advocate for the client’s perspective in everything that you do
Collaborate across Strategy & Operations, Services & Delivery, Sales, Product, and Research & Advisory teams to bring these solutions to our service and delivery teams in a coordinated way
Cultivate strong relationships across the organization and partner with BU as well as Strategy & Operations leadership to solve problems and identify business improvement opportunities.
Become an indispensable advisor, thought partner, and execution arm to our BU leadership.