As the Vice President of Service Operations you will lead a fast-paced, diverse team who manage service
operations with world class operational excellence. Our associates enable Gartner service delivery teams across IT and Business Services to focus on ensuring our clients receive value from their Gartner services with a specific emphasis on retention. This position will be based in Gurgaon, India. The team has seen an exponential growth in the last two years and will continue to grow at the rate of 100% coming year as well. You will lead a team of talented associates from IITs, IIMs and other top tier schools around
the work and many coming in with specialties in different industries and domains. You will also lead a strategic effort to increase global retention by managing multiple directors with special cross-function responsibilities. This fast-paced role will also continue to strengthen, coach and build a world class team
to consult other business teams on retention.
What will you focus on in this role?
Building, executing and continuously evolving the global operations strategy for the attainment of
all Gartner service objectives. The primary service outcome is client value and loyalty, measured
through client retention. You will lead a team to understand and manage client behavior including
client engagement, and manager risks that may cause a client to cancel their service. Your team
will also surface learning from client cancellations in order to identify and eliminate gaps between
client expectations and service capabilities.
Increasing retention through objective setting for all of the service teams and dynamically
optimizing the targets for the service teams in order to increase client engagement and retention.
Leverage Six Sigma and Lean in order to optimize processes for multiple service teams to
optimize cost, maximize service associate time with clients and increase the value that clients
capture from Gartner.
Partner with IT to build world class tools to achieve seamless client service, service
recommendations for clients to increase retention and to empower and enable our service teams
to drive engagement.
Decide what resources, tools, systems and training will be necessary to achieve/exceed service
level targets. This includes use of new technologies, process improvements, and employee skill
enhancement and motivation techniques.
Identifying systemic issues affecting client issues and work with internal organizations to identify
and implement fixes, process modification or changes to clients expectations.
Hire and continue to build top talent to innovate and improve our service delivery
Desired Candidate Profile
Youre extraordinary at:
Leading and developing high performance teams of world class talent while establishing, monitoring, and managing operations for multiple business teams
Analytical problem solving and using fact-based decision making to solve business problems
Leveraging advanced analytics and data science to track and strategize retention and engagement of clients, using regular client surveys to understand areas of productivity
improvement, critical issue reports of client concerns, focus sessions,
Engaging with data science teams to develop personalized content leading to effectiveness andefficiency, and regular communication with all service teams to ensure best practices service delivery.
Leading product management for automation initiatives
Fully understanding and capable of selling the concept of being the Client Advocate within a diverse global organization.
Strategically growing shareholder value and corporate financial strength.
Developing, leading and managing multiple teams that empower our client service delivery teams
by fully leveraging state-of-the-art technologies to improve efficiency, growth, profitability, and client retention
People management and inspiring teams to strive for world class operational rigor and to proactively identify opportunities to problem solve
You may have:
A proven understanding of information technology and technical support while being technically savvy
Knowledge of building retention models and/or Natural Language Programming(NLP) techniques to make recommendations or identify ways to problem solve
Hands on experience in implementing CRM processes and practices within an organization
Firsthand knowledge of defining and implementing high performance and continuous
improvement quality programs in a global organization (i.e., Six Sigma black belt certification, ISO 9000, Baldridge, Crosby etc.)
In addition to an outstanding work environment with rapid advancement potential, Gartner associates enjoy exceptional compensation and benefits, including:
A collaborative, positive culture. Youll work with people who are as enthusiastic, smart and driven as you are. Youll be managing the best of best.
Limitless growth and learning opportunities. We offer the excitement of a fast-paced entrepreneurial workplace and the professional growth opportunities of an established global
Competitive compensation and performance based bonus structure
UG: Any Graduate - Any Specialization
PG:Any Postgraduate - Any Specialization
Doctorate:Doctorate Not Required
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Gartner India Research & Advisory Services Pvt Ltd
Gartner India Research & Advisory Services Pvt Ltd
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