Gartner · 22 hours ago
Associate Director, Service Technology & Operations
Irving, TX
Full-time
Hybrid
Senior Level, Lead/Staff, Director/Executive
$108K/yr - $148K/yr
7+ years expGartner is a leading company providing expert analysis and technology insights. They are seeking an Associate Director to drive the strategic roadmap for Service Operations within the Client Success Organization, focusing on delivering innovative tools and processes to enhance business goals.
Business DevelopmentConsultingInformation Technology
Responsibilities
In partnership with the Service Technology and/or Service Analytics and Productivity Team, develop and execute the strategic roadmap for technology platforms and tools, ensuring alignment with Gartner and CSO business goals
Assess organizational capabilities and pain points to define business requirements and drive people, process, and technology solutions
Lead complex, cross-functional initiatives to deliver innovative features and functionalities that enhance our systems/processes and support CSO priorities
Partner with senior leaders across CSO, GS&O, Sales, and other functions to shape strategic roadmaps and identify opportunities for innovation and continuous improvement
Provide leadership in developing business cases, program scopes, process designs, and implementation plans that deliver measurable value
Serve as a key liaison between CSO and internal stakeholders, ensuring alignment and collaboration across GS&D initiatives
Champion change management and adoption strategies to ensure successful implementation and sustained impact of new systems and processes
Demonstrate deep expertise in business operations, consistently improving quality, efficiency, and operational excellence
Drive Gartner and CSO goals and strategy through systems, tools, and processes by driving efficiency and operational excellence within scope of responsibility
Lead, manage, mentor and develop a high-performing team of managers, program leaders, and associates
Research best practices and leading tools used by Customer Success teams in subscription and SaaS organizations
Qualification
Required
Bachelors degree or equivalent in relevant field (IT, Engineering etc.)
7+ years experience in project management
7-10 years managing major technology projects (a plus)
Understanding of Services (CSO) workflows, Analytical needs and platforms like Salesforce, Gainsights/Churnzero, and PowerBI
Strong functional understanding of AI and large language models (LLMs), including their evolution and practical applications within Customer Success and Service organizations
Experience designing user experiences(UX)/intuitive workflows, prioritizing features, and developing roadmaps and launch plans for technology products
Understanding of agile scrum and iterative design/development process with product owner experience
Innovative thought leadership, product/program management, organizational, collaboration, communication & presenting to persuade to the executive level
Excellent leadership and management skills with experience building business cases for initiatives and head count, solid institutional knowledge, and ability to manage across teams and resources that are not direct reports, to accomplish goals
Exceptional communication and executive-level presentation skills to build C-level relationships and negotiate outcomes
Strong understanding of business and technology challenges, and the ability to develop ROI-focused solutions
Demonstrated ability to develop and scale high-performing teams
Preferred
Managing major technology projects (a plus)
Experienced and skilled in business negotiation, change management and influencing techniques (a plus)
Benefits
Generous paid time off policy
Charity match program
Medical, Dental & Vision Plans
Parental Leave
Employee Assistance Program (EAP)
401K matching
The opportunity to purchase company stock at a discount
Company
Gartner
Gartner provides fact-based consulting services, helping clients use and manage IT to enhance business performance.
10001+ employees
H1B Sponsorship
Gartner has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (51)
2024 (43)
2023 (60)
2022 (66)
2021 (96)
2020 (71)
Funding
Current Stage
Public CompanyTotal Funding
$800M2025-11-13Post Ipo Debt· $800M
1993-10-15IPO
Leadership Team
Eugene Hall
CEO
Patrick Stakenas
Vice President, Team Manager - Tech CEO Go To Market
Recent News
2025-12-13
2025-12-09
linkedin.com
2025-12-08
Company data provided by crunchbase