Senior Director, Service Delivery Operations

About this role :

Partner with GVP GE + RB Global Service Delivery as key lieutenant to drive effective business decisions and performance . Drive initiatives to increase client retention, support growth, and drive collaboration and engagement across multiple roles, departments, and levels within Gartner. Ensure accurate analytics, monitor key business drivers, identify and drive operational improvements, provide transparency of results to key business leaders, and ensure informed decision making. Drive, coordinate and facilitate actions across business units, products, regions, and functional areas.

What you’ll do :

Influence and direct GVP direct reports, ensuring high performance, strong alignment and best practice sharing (drive visibility and adoption of proven practices), and effective communication

Identify and mitigate key strategic risks related to process initiatives, retention performance, and growth

Partner with GVP to forge and deliver communications throughout GTS leadership team. Key and active operational “voice” on GE leadership team

Lead the production and delivery of operational and planning reports to senior business leaders to effectively link results with business strategy (quarterly Global OC Ops reviews, monthly Business Reviews, Global GE RB Reporting, local event reporting and effectiveness)

Identify opportunities for process improvements and develop innovative solutions that drive efficiency and improved client retention and CV growth

Prepare and conduct detailed analysis (including financial modeling) that provide insight and guidance for making informed operational and strategic decisions

Cultivate strong and mutually respectful relationships across the organization and partner with TeamNCVI leadership to solve problems and identify business improvement opportunities

Provide guidance to the GE RB team and to each regional management team to ensure operational consistency and shares best practices in driving revenue, client satisfaction, client retention, adoption of new products, forecasting & resource management practices

Facilitate global alignment and action across GE RB continents

Support for internal communication, Sales alignment, reporting in liaison with Sales Enablement, GE RB Operations & Finance

POC for product development / projects

Provide effective tools for RVP’s : forecasting (ExPex), workload

Stand in for exception approvals : Symposium housing, LOI’s, short terms

Facilitate GE RB weekly / monthly Operations meetings

Help to pilot and scale new programs and change initiatives across GE RB

What you’ll need :

Bachelor’s required, MBA or Master’s degree preferred

Strong leadership experience. Consultative and influence skills.

10-15 years of progressive business experience, preferably in a Financial Analytics, Strategy or Business Operations role

Knowledge and experience in working with senior-level Gartner resources highly desirable

Demonstrated ability to own, manage and complete complex, multi-functional projects.

Strong gravitas and strategic thinking skills, prioritization, and problem solving ability.

Extensive computer experience & proficiency with Microsoft software, specifically Word and Excel, a solid understanding and usage of databases, PMO tools, analysis tools, standard reporting tools.

Project management skills and data manipulation skills.

Excellent organization skills. Time Management and Task flexibility. Ability to multitask and change priorities as needed.

Excellent verbal and written communications skills; ability to analyze situation and make sound recommendations and decisions.

Self-assured and confident in a variety of settings with a strong belief in own capabilities.

Ability to develop and maintain strong relationships.

Effective presentation of information and the ability to influence required outcomes.

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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?

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.

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 134,000 USD - 185,000 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 ApplicantAccommodations@gartner.com .

Job Requisition ID : 101969

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