Director, GSO - Service Enablement

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.  

Major Responsibilities/ Accountabilities: 

• Lead & own day to day GS&D enablement of key priorities for Gartner, in partnership across Team NCVI.  Workstreams will focus on Service Delivery Associate (ES and CSO) enablement that equips the organization to deliver the best possible client interactions, with the relevant, aligned Gartner assets.  Areas of focus will include R&A content, Product innovation, and service model delivery. 

• Scope, define, and implement strategic and operational initiatives within GS&O, GS&D, and overall Team NCVI.  This will include, but is not limited to, enablement activities. 

• Develop and deliver enablement content across a wide variety of forums and audiences, in partnership with L&D. 

• Facilitate communications, encourage collaboration, and “connect the dots” for other GS&D programs and initiatives. 

• The Director will independently scope, lead & own workstreams within a larger initiative and/or support the completion of specific projects within larger more complex workstreams.   

• 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. 

• Additional examples of potential areas of focus: 

• 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 

• 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! 

Relationships: Internal/External 

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

Education 

• Undergraduate degree required 

Professional Experience: 

• 5+ years of professional experience in related roles 

Technical/ Professional Skills & Competencies: 

• Outstanding demonstrated skills around content development and large audience facilitation 

• 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. Ab