A Behind-the-Scenes Look at Gartner’s Service Operations Team in India


Are you interested in joining Gartner’s Service Operations team in India? Below, Kushal Singhal, Business Associate, shares what it means to be a part of our Service Operations Center of Excellence in Gurgaon. 

Our Service Operations Center of Excellence in India (or as we say, ICOE) works directly with Gartner’s Client Services organization and its leaders, with the central goal of engaging clients and improving end-user retention. We started our journey about a year ago with a small 20-member team, and grew rapidly by expanding into some organizationwide critical initiatives. Currently, we are a 150-associate-strong unit and on our way to become more than 300 by year end.

The team consists of bright folks with a strong management background who are not just great problem solvers, but also status-quo challengers. ICOE currently has four service groups:

1. OSI (Outside-In) — OSI aims to be a thought partner for the Service Delivery team, providing a linkage between the Gartner value proposition and prospect needs, and driving great client conversation, increasing retention and generating net new business for the company.

2. Service Advisors — This group has a single objective of improving the productivity of Service Delivery associates. Some of the initiatives like segmentation and calendaring are showing tremendous results and have been rolled out to the entire services organization.

3. Advanced Analytics — The main objective of this group is to help the business in regular health checks with a pre-emptive identification of risky accounts.

4. Data Science — This team enables scale and scalability for the Services organization. The Data Science team helps build scalable systems and tools that cross-cut initiatives on productivity, content and metrics.

It is really amazing to see how within such a short span of time ICOE has become the binding support of the Client Services organization. The amount of growth we are witnessing in the team is testimony to how much the leadership trusts the value that it brings to client conversations.

Gartner is an organization where you can write your own script and chart your own path toward growth. There is an abundance of opportunity. All that is required from your side is perseverance and the right attitude.

Are you interested in joining our growing team in India? Search for an available career opportunity here.


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