Director, Strategy & Operations; CSO

The Strategy & Operations Director in the Client Service Organization (CSO) will design, innovate, and continuously improve the Client Service Delivery Model in Global Services & Delivery (GS&D). This high‑visibility role is a platform to impact client retention and enhance GS&D efficiency and effectiveness through process, tool, and metric improvements.

• Lead and own scoping, analysis, and planning of key initiatives, structuring ambiguous problems and collaborating with diverse stakeholders to delight clients and meet commercial objectives.
• Engage and influence stakeholders across functional areas to solve cross‑functional problems and capture opportunities.
• Develop critical components of the Client Service Delivery Model, partnering with Sales, Service, and Research to deliver process improvements, client voice insights, and improved tools.
• Conduct pilots to establish best practices for future implementation with business units.
• Guide roll‑outs in collaboration with Service Excellence and other stakeholders.
• Plan program roll‑outs, partnering with communications and Learning & Development.
• Analyze client needs using qualitative and quantitative data, synthesize findings, and advocate the client perspective.
• Collaborate across Strategy & Operations, Services & Delivery, Sales, Product, Research & Advisory to coordinate solution delivery.
• Build strong relationships across the organization, partnering with business units and Strategy & Operations leadership to identify improvement opportunities and serve as a trusted advisor.

• Bachelor’s degree required;
  Master’s preferred.
• 8+ years of professional experience in related roles (consulting or comparable corporate experience a plus).
• Experience leading large‑scale transformations across multiple teams, products, or business units.
• Champion mindset—innovative, optimistic, and committed to excellence.
• Strong qualitative and quantitative problem‑solving and analytical skills, with ability to analyze large datasets and convert data into actionable insights.
• Outstanding project management skills, able to run complex projects, meet deadlines, and prioritize workloads.
• Excellent written and verbal communication; ability to create and deliver effective dashboards, decks, and updates for multiple levels, including executives.
• Strong influencing and stakeholder‑management skills in a fast‑paced, heavily matrixed organization.
• Interviewing, focus‑group, and surveying skills to identify best practices, barriers, and opportunities, and to make recommendations.
• Very strong Excel and PowerPoint skills with presentation experience in service and executive leadership.
• Proficiency in data analysis and visualization tools (Excel, Tableau, Power BI).
• Advanced analytics skills, including statistical analysis, predictive modeling, and machine learning (preferred).
• Experience with data manipulation and querying tools (SQL, Python, R) (preferred).
• Excellent organizational skills with ability to manage multiple work streams and large details simultaneously.
• Knowledge of Gartner Service Delivery model or direct client experience is a plus.
• Strong balance between strategic view and operational execution.

Base salary range: $120,000 – $167,000 USD, depending on education, training, experience, performance, and location. Eligibility for an annual bonus or a role‑based uncapped sales incentive plan. Additional benefits include generous paid time off, 401(k) match up to $7,200 per year, an employee stock purchase program, insurance, and other market‑leading benefits. Our hybrid work environment offers flexible virtual and in‑office options.

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 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 those 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. Requests for reasonable accommodations can be submitted by calling Human Resources at +1 (203) 964‑0096 or by emailing Applic