Gartner - Manager - Service Operations

About the role:

Manage a team of high caliber and high performing associates (Service Advisors) to lead Service Productivity programs for Gartner's Client Services Organization, and be the primary force involved in driving higher effectiveness and efficiency for our service delivery associates worldwide.

What you'll do:

Drive retention and growth by empowering service delivery groups in some of the several initiatives as required:

a) Strategizing, executing and delivering against service group's performance expectations 

b) Communicating and presenting analytical insights to internal stakeholders and to senior management 

c) Partnering with internal stakeholders to learn, ideate, and recommend automation alternatives to service delivery associates manual work streams 

d) Delivering strong support to the stakeholders with a no-limits mindset to do everything to increase retention

- Identify opportunities to improve the service value chain by influencing and impacting change via business leaders

- Look deeply into the current systems and process to drive lean thinking across the team members, and enable process optimization

- Innovate through analytical methods ways to improve productivity of service associates (prioritization of right clients, getting meetings with our critical clients, getting the right content for the call, driving the most crucial outcomes during the call, and building sustainable client relationships during the contract period)

- Be accountable for value calls made to clients and retention rate targets for clients across a specific product services group

- Identify opportunities to improve productivity through automation and collaborate with Data Science teams to continuously seek and learn new ways to solve problems

- Continuously innovate by deriving insights, keeping client-focus in mind in order to improve existing process, tools and retention

- Lead a team of associates (Service Advisors) to guide and mentor to deliver highest impact possible

- Collaborate with other team leads and drive superior collaboration and change adoption

- Be able to identify opportunities and initiatives to problem solve, lead those initiatives to completion, and train team members and peers to continue the evolution of the same.

- Maintain a culture of high performance and productivity in the team, where a significant portion of the time is spent in coaching team members

 What you'll need:

- Masters a must in either Science, Math, Technology, Computer Science, Business or Economics

- Good command of knowledge related to Information technology and its application to business

- Mathematical or Statistical background a plus;

- Six Sigma certification is big plus;

- Knowledge/experience on analytical problem solving, analytical tools

- Must have 7+ yrs. work experience related to research, operations, client services management

- 2-3 years of managing a team to support sales/services and accomplishing company objectives (related to retention a plus)

- Hands-on experience leveraging data analytics to problem solving

- Experience in consulting and client project management a plus

- Microsoft Office expertise; deep knowledge of MS Excel a plus

Who you are:

- Strong communication and collaboration skills

- Analytical thinker with experience deriving business insights from data analytics

- Detail-oriented with high personal standard for quality

- Comfortable in working with cross-functional teams

- Experience developing and managing team members (directly)

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