Sr Director Analyst - IT Service Management

Senior Director, Analyst  (North American and EMEA)

About the role:

Gartner Analysts are industry thought leaders who create must-have insights, market predictions and best practices for a broad range of world-leading organizations. A Senior Director serves as a leader within Gartner’s Business and Technology Insights (BTI) group, establishing oneself as a credible voice within their designated market at local, regional and global levels. Utilizing exceptional research and analytical skills, a Senior Director plays a significant role in producing pragmatic and provocative insights which Gartner clients consume and apply to propel their business toward key objectives.

They are a trusted source of advice for clients, reinforcing Gartner’s value every day by engaging them via in-person meetings, virtual meetings, sales support visits and Gartner conferences to discuss complex client challenges and offer appropriate recommendations.

What you will do:

Create innovative, thought provoking, and highly leveraged “must-have insights” content

Develop new insights and ideas through thought leadership and offer compelling, actionable approaches to client's needs and requests that accelerate the client's ability to act Develop in-depth analysis to identify the root cause of a client’s barriers or overall needs and reframe thinking to drive strategy forward Demonstrate thought leadership in establishing Insights positions across a team of analysts

Bring provocative, independent insights to Gartner leaders that can evolve the course of a research agenda

Research, analyze and predict market trends and shifts to provide clients and vendors with actionable insights Provide clients and prospects with actionable advice aligned to their designated content area via virtual or face-to-face interactions

Create and deliver high value presentation materials on and off stage for Gartner events, industry and professional association conferences, and client briefings

Support BTI and Sales:
Provide sales support serving as voice of the market to help Insights teams create content and to drive engagement with clients to make progress against their critical priorities to grow their business

Provide high quality and timely content peer review

Build credibility as an industry expert to represent Gartner insights, methodology and strategy Actively participate in innovation, ideation, and research discussions and collaborate effectively with peers in the Insights community

Identify research process improvements or develop new processes that help the team and BTI provide excellent service delivery

Be a mentor and a coach by supporting more junior team members

Be client-centric while actively seeking to help clients engage regularly and often with Gartner insights and interactions

What you will need:

Bachelor's degree or equivalent experience;
Graduate degree preferred
12+ years of relevant field or industry experience

Evidence of leading or playing a significant role on large-scale ITSM platforms/tools implementations/deployments from key market players such as Service Now, BMC, etc.

Deep practitioner experience in IT service management (ITSM) and IT operations, with a proven track record of integrating AI and automation into service delivery, incident/change management and CMDB governance in hyperscale/cloud environments

Demonstrated expertise in asset and dependency mapping, including optimizing CMDB initiatives to support effective service operations and incident prevention

Strong understanding of the intersection between ITSM and IT operations management, including the ability to advise on vendor selection (established and emerging startups) and drive modernization initiatives across change management and enterprise service…