Sr Director Analyst – IT Service Management

Overview

As a Senior Director in Gartner’s BTI group, you will shape must-have insights for enterprise clients, combining deep research with practical guidance. You will lead and mentor analysts, develop provocative market perspectives, and present insights to clients, partners, and executives at global scale. You’ll drive research agendas, support sales with market voice, and contribute to Gartner’s AI-driven transformation narrative. This role offers high visibility, cross-functional collaboration, and opportunities to influence industry direction.

Pay / Benefits

• hybrid work environment
• generous PTO
• 401k match up to $7,200
• stock purchase plan
• competitive compensation
• bonus or incentive programs

Responsibilities

• Create innovative, high-impact insights content that informs client decisions
• Develop and translate research into actionable approaches addressing client needs
• Identify root causes of client barriers and reframing insights to drive strategy
• Establish and evolve Insights positions across a team of analysts
• Deliver provocative, independent insights to shape research agendas
• Research market trends to provide actionable guidance to clients and vendors
• Provide clients with tailored advice via virtual or in-person interactions
• Develop high-value presentation materials for Gartner events and client briefings
• Support BTI and Sales by acting as the voice of the market to drive engagement
• Provide timely content reviews and build credibility as an industry expert
• Participate in ideation, collaboration, and research discussions with peers
• Identify process improvements to enhance service delivery for the team
• Mentor junior team members and promote a client-centric mindset
• Foster regular engagement with Gartner insights and interactions
• Travel up to 25% where applicable

Key requirements

• 12+ years of relevant field or industry experience
• Proven track record leading or significantly contributing to large-scale ITSM/platform deployments (e.g., ServiceNow, BMC)
• Deep ITSM and IT operations expertise with experience integrating AI and automation into service delivery, incident/change management, and CMDB governance in hyperscale/cloud environments
• Expertise in asset and dependency mapping and CMDB optimization to support operations and incident prevention
• Understanding of ITSM-IT operations intersection with vendor selection and modernization initiatives
• Experience leading AI-driven transformation research in ITSM and related high-impact content
• Experience with modern operations practices (DevOps, SRE, platform engineering, agile teams)
• Executive presence and ability to establish credibility with senior stakeholders
• Strong organizational, written, and verbal communication skills; ability to convey complex concepts concisely
• Ability to analyze data, apply frameworks, and defend conclusions to clients
• Subject matter expertise with comfortable presenting at various speaking engagements
• Strong business and financial acumen; deep knowledge of global/competitive landscape
• Ability to work independently and collaboratively in a multicultural global team
• Learning agility and ability to navigate matrixed environments
• Willingness to travel up to 25%

• Executive presence
• Strong written and verbal communication
• Client-centric mindset
• ITSM and IT operations
• CMDB governance and optimization
• Asset and dependency mapping

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