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About the Role

Diligent is seeking a Manager, Services to lead and support the Professional Services team, ensuring resources are effectively allocated, teams are fully utilised, and quality remains high across the customer journey. This role focuses on developing people, driving operational excellence, and creating a consistently high standard of service delivery through coaching, mentoring, recruitment, retention, and development plans. Managers, Services drive internal initiatives, refine training, improve processes, manage escalations, and foster cross-regional collaboration to ensure a strong customer experience and achieve key operational targets like utilisation, SLAs, CSAT/quality, and on-time timesheet submissions.

Responsibilities

Allocate resources across regions and ensure high-quality execution, keeping the team fully utilized against targets
Ensure direct reports deliver Professional Services 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

Requirements

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)
Ability to communicate effectively with senior Stakeholders

Skills

Project management
Customer enablement
Resource planning
Utilization management
Quality control
Coaching
Mentoring
Performance management
Talent practices
Recruitment
Retention
Individual development plans
Continuous improvement
Escalation management
Cross-functional collaboration
KPI attainment
Entity management
Process improvement using AI
Global matrix organization collaboration
GRC
SaaS

Location

Work Type

Hybrid
50% office-based

Experience Level

Manager

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.