Team Lead, Service Operations
Company: Gartner
Location: Fort Myers
Posted on: May 4, 2024
Job Description:
Team Lead - Service Operations (Global Strategy &
Operations)What makes Gartner a GREAT fit for you?When you join
Gartner, you'll be part of a fast-growing team that helps the world
become smarter and more connected. We're the leader in our
industry, achieving double-digit growth by helping clients make the
right decisions with business and technology insights they can't
find anywhere else. Our associates enjoy a collaborative work
environment, exceptional training, and career development - as well
as unlimited growth potential. If you like working with a generous,
supportive, high-performing team, Gartner is where you want to
be.About this role: The Global S&O arm of Gartner is currently
seeking talented people leader with an entrepreneurial mindset to
join its Strategy & Operations team in Ft. Myers. As a member of
this team, you will spearhead a team of high caliber, high
performing associates to drive client engagement and service
productivity programs across Gartner. You will work towards driving
integrated approach across Gartner's key functions - Business units
under Global Service & Delivery (GS&D), Sales, R&A and
Products and their leaders with the central goal of improving
client retention through high value engagement mechanisms. You will
also work on some of the high impacting strategic projects to drive
key organizational goals, operational & economic productivity of
the overall operations and service associates.What you'll do:Core
Operations:
- Responsible for managing end to end operations and key business
metrics of aligned channel
- Responsible for driving Impact Assessment support to account
team across various geographies
- Own and drive retention and growth by enabling client facing
collaterals (OSI Analysis, Industry/Competitor Analysis, Customer
journey map, etc.) delivery for your associates' portfolios
- Provide guidance and support to teams to conceptualize, story
boarding, design and implement initiatives that have a direct
impact on KPIs
- Partner with Service Partners to drive high quality of client
facing collaterals and value delivery articulation
- Program manage global initiatives aimed at improving IA
adoption, quality and delivery, through central platform
- Partner with Product team to improve user-experience of
online-IAs
- Drive operational excellence - incremental improvement in
process across client value chain - reduced steps, intuitive and
simpler process design/interfaces. Implement best practices/tested
solutions across service delivery to maximize effectiveness
- Continuously improve quality of processes & deliverables by
establishing a regular process check and measurement
mechanism.Iterate and Evolve to increase Business Impact
- Push self and team to innovate on productivity and efficiency
drivers. Implement those innovation end to end based on ROI impact
and measure the success.
- Build and drive the team members to implement strategic
initiatives to drive KPIs - process improvement ideas, A/B testing
and leveraging various sources of information to make it useful for
continuous improvement
- Drive structured problem solving on various projects as needed.
Provide guidance on data driven hypothesis testing and scale up
approaches. Influence decision making on next big bet.
- Discover innovative levers/best practices and drive execution
on the ground.Continuous Process Optimization
- Identify process improvement opportunities and apply LEAN
principles to boost efficiency and productivity of processes &
people.
- Keeping in mind 'One Gartner' approach to serve clients,
integrate and standardize all possible elements of the process.
Also, aim for economy of scale by integrating all process touch
points.
- Conduct time & motion diagnostics to explore opportunities of
process redesign. Establish process excellence to operate in a Lean
way including maximization of automation for all tasks and
process.
- Continue to re-engineer and optimize the instrumentation
(dashboards, reports, tools) designed to ensure effective
delivery.Collaboration and Stakeholder Management
- Own stakeholder management, relationship building with team
members and with cross-functional units. Ensure right communication
and positioning of the vision and priorities to team members.
- Communicating and presenting analytical insights to internal
stakeholders and to senior management
- Partnering with internal stakeholders to learn, ideate, and
recommend automation alternatives to service delivery associates'
manual work streams.
- Delivering strong support to the stakeholders with a no-limits
mindset to do everything to increase retention.
- Drive problem solving via story boarding and driving
discussions in various forums.
- Actively Improve collaboration and close-coordination with
global teams across time-zonesPeople Management
- Lead a team of 3-4 associates, accountable for their learning &
development needs, develop their Individual Development Plan and
work together to achieve objectives.
- Define their roles & responsibilities, continuously help them
in prioritizing tasks and ensure optimal staffing.
- Create an inspiring team environment with an open communication
culture by being approachable, providing continuous encouragement
to team, identifying skill gaps and communicating term goals.
- Assist managers in hiring new talent and training/coaching them
so they seamlessly integrate with the team.
- Retain top performers and proactively identify and manage
bottom performers.
- Increase productivity of team by working with tools (technical
and process) that can optimize time and make process more
efficient.What you'll need:
- MBA with 4-8 years of experience
- 1-3 years as a Sr. Business Analyst or an equivalent role
within Gartner
- 1-2 years of people leadership exposure in directly managing a
team
- Strong leadership skills to build capability within the team
and collaborate with other team leads to ensure the larger goals
are met.
- Good command of knowledge related to Information technology,
product development and its application to business.
- Knowledge/experience on analytical problem solving, analytical
tools.
- Exposure and understanding of lean six sigma, lean diagnostics,
T&M and other process improvement techniques would be a big
plus.What you will get:
- Competitive salary, generous paid time off policy, charity
match program, Group Medical Insurance, Parental Leave, Employee
Assistance Program (EAP) and more!
- Collaborative, team-oriented culture that embraces
diversity.
- Professional development and unlimited growth opportunitiesWho
are we?At Gartner, Inc. (NYSE: IT), we deliver actionable,
objective insight that drives smarter decisions and stronger
performance on an organization's mission-critical priorities. We've
grown exponentially since our founding in 1979 and we're proud to
have over 19,500 associates globally that support over 15,000
client enterprises in more than 100 countries.What makes Gartner a
great place to work?Our teams are composed of individuals from
different geographies, cultures, religions, ethnicities, races,
genders, sexual orientations, abilities and generations. We believe
that a diversity of experiences makes us stronger-as individuals,
as communities and as an organization. That's why we're recognized
worldwide as a great place to work year after year. We've been
recognized by Fortune as one of the World's Most Admired Companies,
named a Best Place to Work for LGBTQ Equality by the Human Rights
Campaign Corporate Equality Index and a Best Place to Work for
Disability Inclusion by the Disability Equality Index. Looking for
a place to turn your big ideas into reality? Join #LifeAtGartner
What we offer:Our people are our most valuable asset, so we invest
in them from Day 1. When you join our team, you'll have access to a
vast array of benefits to help you live your life well. These
resources are designed to support your physical, financial and
emotional well-being. We encourage continued personal and
professional growth through ongoing learning and development
opportunities. Our employee resource groups, charity match and
volunteer programs keep you connected to your internal Gartner
community and causes that matter to you.Gartner believes in fair
and equitable pay. A reasonable estimate of the base salary range
for this role is 76,000 USD - 106,260 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 affirmatively 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
toApplicantAccommodations@gartner.com.Job Requisition ID:87093By
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
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Keywords: Gartner, Fort Myers , Team Lead, Service Operations, Other , Fort Myers, Florida
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