Diligent is seeking a Manager, Services to lead and support our Professional Services team, ensuring resources are effectively allocated, teams are fully utilised, and quality remains high across the customer journey.
This is a role for someone who thrives on developing people, driving operational excellence, and creating a consistently high standard of service delivery. You’ll coach and mentor the team, lead recruitment and retention, and create development plans that build capabilities and support long-term growth.
At Diligent, our Managers, Services play a key role in how we deliver value to our customers. You’ll drive internal initiatives, refine training to support product adoption, and continuously improve end-to-end processes and delivery practices. You’ll also manage escalations and foster effective cross-regional collaboration to ensure a strong customer experience.
You’ll be accountable for key operational targets, including utilisation, SLAs, CSAT/quality, and on-time timesheet submissions. If you’re passionate about developing people, improving how teams work, and delivering high-quality customer outcomes, this is an opportunity to make a measurable impact across our Professional Services organisation.
This role operates on a hybrid model, with 50% office-based work required.
Please note that we are unable to provide visa sponsorship, so applicants must already have the legal right to work in the UK.
Here’s a breakdown of what you’ll do (not all of it, just the important stuff):
- 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
These are the essentials you’ll need to get an interview:
- 2-3 years of proven ability to lead teams and manage people, fostering an inclusive, team-oriented learning culture
- 5+ years of experience working within professional services
- 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)
Behavioural Skills:
- Ability to communicate effectively with senior Stakeholders
It would be great if you had these to, but we’ll support you if you don’t:
- Entity management experience
- Ability to improve processes using AI
- Ability to work within a global matrix organisation
- Previous experience of working within a GRC or SaaS environment
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.
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 US EEOC’s Know Your Rights. We are a drug free workplace.
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].
Diligent London, England Office
1 Strand Trafalgar Square, London, United Kingdom, WC2N 5HR
