MVP, Service Delivery – Europe Global Enterprise and ROW RB

MVP, Service Delivery – Europe Global Enterprise and ROW RB

About the role:

In the Global Enterprise and Research Board Team we are responsible for delivering value to many of Gartner’s largest most complex clients. This position is a critical member of the Senior Leadership Team of a growing and dynamic part of Gartners Executive Technology Services (ETS), helping shape the future of how we service these clients.

In this role you will be a leader of leaders with overall responsibility for a team of ~25 high performing Senior Service Delivery Associates. Your business accounts for c.490 members aligned to three different product lines (ExP, EITL and RB), across multiple countries, with a total CV of ~$75M. This role will also be responsible for helping ‘Run’, ‘Transform’ and ‘Innovate’ the GE RB Business, including continuing to build a high-quality team of Service Delivery associates, ensure operational consistency and best practice implementation ultimately driving retention and growth. Through the MVP, Service Delivery’s leadership and direction, the region will achieve or exceed retention and growth targets and contribute to achieving Gartner's Guided Products’ Mission Critical Priorities.

What you will do:

• Hold a high-bar for client delivery excellence by coaching your leaders, the EPs and the PDs to leverage a diverse set of Gartner assets, develop forward-looking engagement plans, mitigate account risk and generate growth.
  • Coach your team to execute world-class client engagements consistently and at scale by helping your team identify and shape their client’s enterprise mission critical priorities and diagnose and assess complex problems through to resolution; Evolve from reactive consultation to proactive engagement
  • Lead your team to see themselves as part of the account team, proactively communicating client insights, trends and priorities, drive cross functional alignment, maximizes engagement and manages risk
  • Enable your team to have a culture of learning by prioritizing FastStart, Top Insights from BTI, using AskGartner, and other available resources
  • Identify Service Delivery Gaps and help innovate and transform the business
  • Lean in to directly impact accounts through regular Client engagement

• Be accountable for your business results as well as EP/PD quality and execution of service delivery to truly add value to the members.
  • Coach Leaders, EPs and PDs to leverage Data and Metrics (e.g. ESDM, AskGartner usage, etc.) and hold them accountable to retention, forward-looking engagement plans, monthly consults and other critical metrics
  • Problem-solve with your team to address complex challenges and channel strategic advice to executives
  • Leverage AI to accelerate team development, enhance learning and coaching practices, and deliver deeper value to clients; actively coach and mentor your team on effective AI utilization to drive adoption with clients
  • Proactively address performance concerns and rigorously drive performance management
  • Maintain a high-bar for hiring and evaluating candidates, raising the bar with each new hire

• Possess a collaborative Team NCVI mindset
  • Coach the team to have a commercial mindset; be comfortable operating in the grey area between Sales and Service; align on renewal strategies in partnership with Sales
  • Lead with curiosity and proactively seek to learn from others; sees critical feedback as an opportunity to grow and contribute to the success of team and inspires this mindset in others
  • Embrace a No Limits mindset and inspire the team through high EQ and IQ.
  • Lead as an agile change champion, bringing team along the change curve, and leading with curiosity

What you will need:

• Bachelor’s degree (Master’s degree preferred) with a minimum of 15 years of experience as a former C-level executive, ideally with large scale and complex responsibilities, or have Consulting and/or Advisory experience in multiple executive-level roles
• Entrepreneurial Drive
• You should be someone that people enjoy working for and are someone that has a passion in developing and managing individuals to achieve success
• We look for people that manage their time effectively, focusing on the most critical, customer-centric activities. Additionally, you should be someone that enjoys solving problems, and applies >

  
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  Job Requisition ID:110338

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