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About the Role

The Services Strategy Manager will be embedded in a workstream (methodology, Professional Services Automation, onboarding, capacity, or data) and own its day-to-day operational health. This hands-on role involves building documentation, configurations, training materials, or analytics to shape how various services teams perform their work, identifying friction, shipping improvements, and measuring adoption.

Responsibilities

Own day-to-day operational health of one Services Strategy workstream.
Build and maintain documentation, configurations, training materials, or analytics.
Partner with practitioners and leaders across Professional Services, Partner Delivery, Client Support, and Managed Services.
Run regular working sessions with services teams to gather feedback.
Surface usage patterns, gaps, and friction points.
Maintain workstream-level metrics for adoption, adherence, accuracy, and freshness.
Support cross-workstream initiatives.
Participate in vendor evaluations, methodology refreshes, curriculum updates, or platform configuration changes.
Coach more junior team members on workstream operations and stakeholder engagement.

Requirements

Demonstrated experience in professional services operations, services automation administration, services training and onboarding design, capacity and resource management, or services analytics in the GRC software space or adjacent enterprise SaaS verticals.
Hands-on experience with methodology authorship and maintenance, Professional Services Automation platform administration, onboarding or training program design, capacity and resource management, or services analytics.
Working knowledge of professional services delivery and SaaS implementation.
Comfortable owning operational metrics, identifying friction in processes, and shipping improvements.
Comfort with AI-augmented operational tools, prompt engineering, structured-capture habits, and critical evaluation of AI outputs.
Experience building or shipping with modern AI tooling.
Clear and durable written communication skills for documentation, change communications, and training materials.
Comfortable working across Professional Services, Partner Delivery, Support, and Managed Services.
Bachelor’s degree or equivalent experience.
Experience in GRC software, legal/compliance technology, audit/risk software, or board-management software is an advantage.

Skills

Professional services operations
Services automation administration
Services training and onboarding design
Capacity and resource management
Services analytics
GRC software
Enterprise SaaS
Methodology authorship and maintenance
Professional Services Automation platform administration
Onboarding or training program design
Capacity and resource management
Services analytics
Professional services delivery
SaaS implementation
Operational metrics ownership
Process friction identification
AI-augmented operational tools
Prompt engineering
Structured-capture habits
AI output evaluation
Written communication
Documentation
Change communications
Training materials development

Location

New York City
Washington D.C.
Vancouver
London
Galway
Budapest
Munich
Bengaluru
Singapore
Sydney

Work Type

Hybrid

Education Level

Bachelor’s degree or equivalent experience

Benefits

Flexible work environment
Global days of service
Comprehensive health benefits
Meeting free days
Generous time off policy
Wellness programs

About the Company

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.
At Diligent, we're building the future with people who think boldly and move fast.
Curiosity is in our DNA, we look for individuals willing to ask the big questions and experiment fearlessly - those who embrace change not as a challenge, but as an opportunity.
The future belongs to those who keep learning, and we are building it together.
At Diligent, you’re not just building the future - you’re an agent of positive change, joining a global community on a mission to make an impact.
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.

Equal Opportunity

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.
We are committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures.