Operations Program Manager

Gartner’s Global Business Service (GBS) Operations Team strives to help every GBS service team increase client value and retention.  We are critical partners to the service associates & leadership enabling the business to achieve rapid gains in Retention Results. 

The Operations Program Manager is a key member of the Senior GBS Service Leadership team contributing to the development, execution and management of programs and partnering across a broad range of internal stakeholders and partners.

• Lead initiatives and identify opportunities to increase and accelerate retention of the GBS business. Actions include assessing top Service leader & Associate performance, identifying best practices and translating those into actionable guidance and enablement resources to support GBS Retention performance and Service success.

• Collaborate across Sales, Product, Research and Advisory, to bring solutions / programs to our Service teams in a coordinated way.

• Work closely with GS&D Ops, Sales Leaders, other Team NCVI Partners and the Service delivery teams to drive execution of these solutions / programs as well as to monitor to determine ongoing effectiveness

• Identify and mitigate key strategic risks related to process initiatives and retention performance across Global GBS products and practices

• Key role in the production of operational and planning reports/presentations to senior business leaders to effectively link results with business strategy (quarterly GBS Ops reviews, Monthly Business Reviews, OC Update meetings, etc.)

• Conduct analytics (qualitative & quantitative) & monitor key business drivers to identify and drive operational improvements, provide actionable recommendations, drive transparency of results, and ensure informed decision making.

• Cultivate strong and mutually respectful relationships across GS&D Ops, Sales Leaders, other Team NCVI Partners and the Service delivery teams.

• Partner with GS&D Ops, Sales Leaders, other Team NCVI Partners and the Service delivery teams to solve problems and identify business improvement opportunities

• Provide guidance to regional management teams to ensure operational consistency and share best practices in driving Retention

Required Skills

• Excellent written and verbal communication skills; ability to create and deliver effective decks and emails (consumable by multiple levels of staff, up to and including the executive level) 

• Excellent organizational skills with the ability to manage multiple work streams and large amounts of detail simultaneously 

• Analytical Skills including the ability to execute analysis of large datasets, translate analysis into succinct findings / actionable insights, and deliver findings & actions concisely via PPT to Sr. Leadership

• Relationship-building skills: Able to effectively partner with associates, leaders and Team NCVI partners to influence in a matrixed environment 

Preferred Skills

• Working knowledge of both the GBS Guided and Self-Directed business models

• Proven ability to understand business initiatives and challenges, and to recommend business solutions using fact-based analytics 

• Program management experience: Ability to organize and track complex projects, keep self and others on track and identify emerging issues.

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 business and technology insights, helping enterprise leaders and their teams succeed with their mission-critical priorities.

Since our founding in 1979, we’ve grown to 20,000 associates globally who support over 13,000 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.

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Our vast, virtually untapped market potential offers limitless opportunities – opportunities that may not even exist right now – for you to grow professionally and flourish personally. 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.

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At Gartner, you’ll join a company at the very center of the AI revolution. Gartner has proactive, objective guidance throughout clients’ AI journeys. We set the standard for how organizations leverage artificial intelligence to drive meaningful impact. You’ll have access to unmatched resources, expertise, and technology, and play a key role in helping Gartner and our clients innovate and grow as we leverage AI to transform business and technology landscapes.

It’s an exciting time to be at Gartner, with limitless opportunities to make a real impact, grow your skills, and build a lasting, meaningful career in a field that’s reshaping the way we operate. If you’re passionate about AI and want to be part of a team that’s guiding the leaders who shape the world, Gartner is the place for you.

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.

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