Position Overview:
A Manager, Services allocates resources and ensures full team utilization while overseeing quality across the Professional Services customer journey. They coach and mentor the team, lead recruitment and retention, and create development plans to grow capabilities. They drive operational excellence by leading internal initiatives, refining training to boost product adoption, and continuously improving end‑to‑end processes and delivery practices.
They manage escalations and cross‑regional collaboration and are accountable for targets like utilization, SLAs, CSAT/quality, and on‑time timesheet submissions.
Key Responsibilities
- Allocate resources across regions and ensure high‑quality execution, keeping the team fully utilized against targets.
- Ensure their direct reports deliver Professional Services as needed across the full customer journey and product enablement lifecycle.
- Provide oversight and quality control for all services delivered by the team.
- Coach and mentor team members on project management and customer enablement; participate in recruitment and retention; create individual development plans and grow people.
- Propose, lead, support, and execute internal initiatives that benefit the broader team and business.
- Continuously refine training to drive product adoption and review end‑to‑end processes to implement ongoing improvements.
Required Experience/Skills
- Proven ability to lead teams and manage people, fostering an inclusive, team-oriented learning culture.
- Strong resource planning and utilization management across regions, ensuring high-quality execution on customer delivery.
- End-to-end delivery of Professional Services with solid project management and quality control skills.
- Coaching, mentoring, performance management, and talent practices, including recruitment/retention and individual development plans.
- Continuous improvement mindset: refine training to drive product adoption and review end-to-end processes to implement ongoing enhancements.
- Customer-first orientation with sound escalation management, cross-functional collaboration, and consistent attainment of KPIs (Utilization, SLAs, CSAT, on-time timesheets).
- 5+ years of experience in people management.
#LI-Hybrid
About Us
Diligent is the AI leader in governance, risk and compliance (GRC) SaaS solutions, helping more than 1 million users and 700,000 board members to clarify risk and elevate governance. The Diligent One Platform gives practitioners, the C-Suite and the board a consolidated view of their entire GRC practice so they can more effectively manage risk, build greater resilience and make better decisions, faster.
Learn more at diligent.com or follow us on LinkedIn and Facebook
What Diligent Offers You
- Creativity is ingrained in our culture. We are innovative collaborators by nature. We thrive in exploring how things can be differently both in our internal processes and to help our clients
- We care about our people. Diligent offers a flexible work environment, global days of service, comprehensive health benefits, meeting free days, generous time off policy and wellness programs to name a few
- We have teams all over the world. We may be headquartered in New York City, but we have office hubs in Washington D.C., Vancouver, London, Galway, Budapest, Munich, Bengaluru, Singapore, and Sydney.
- Diversity is important to us. Growing, maintaining and promoting a diverse team is a top priority for us. We foster and encourage diversity through our Employee Resource Groups and provide access to resources and education to support the education of our team, facilitate dialogue, and foster understanding.
Diligent created the modern governance movement. Our world-changing idea is to empower leaders with the technology, insights and connections they need to drive greater impact and accountability – to lead with purpose. Our employees are passionate, smart, and creative people who not only want to help build the software company of the future, but who want to make the world a more sustainable, equitable and better place.
Headquartered in New York, Diligent has offices in Washington D.C., London, Galway, Budapest, Vancouver, Bengaluru, Munich, Singapore and Sydney. To foster strong collaboration and connection, this role will follow a hybrid work model. If you are within a commuting distance to one of our Diligent office locations, you will be expected to work onsite at least 50% of the time. We believe that in-person engagement helps drive innovation, teamwork, and a strong sense of community.
We are a drug free workplace. Diligent is proud to be an equal opportunity employer. We do not discriminate based on race, color, religious creed, sex, national origin, ancestry, citizenship status, pregnancy, childbirth, physical disability, mental disability, age, military status, protected veteran status, marital status, registered domestic partner or civil union status, gender (including sex stereotyping and gender identity or expression), medical condition (including, but not limited to, cancer related or HIV/AIDS related), genetic information, or sexual orientation in accordance with applicable federal, state and local laws. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. See also Diligent's EEO Policy and Know Your Rights. We are committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, you may contact us at [email protected].
At Diligent, we recognize the value of a diverse global workforce. Visa sponsorship may be available for select positions based on business needs and specific role requirements. Sponsorship decisions are evaluated on a case-by-case basis, and eligibility should not be assumed for all opportunities.
Please find the link to our candidate privacy policy here: https://www.diligent.com/legal/candidate-privacy
To all recruitment agencies: Diligent does not accept unsolicited agency resumes. Please do not forward resumes to our jobs alias, Diligent employees or any other organization location. Diligent is not responsible for any fees related to unsolicited resumes.
Diligent London, England Office
1 Strand Trafalgar Square, London, United Kingdom, WC2N 5HR
