Manager, Services

Diligent; Greater London; Hybrid; GBP 90,000 - 120,000; Full time

Benefits offered by this job

Hybrid work model

Health benefits

Flexible work environment

Global offices (London)

Job summary

Diligent is seeking a Manager, Services to allocate resources and optimize team utilization while upholding quality across the Professional Services customer journey. The role includes coaching, recruitment, retention, and development planning to grow capabilities and drive operational excellence.

The position involves leading internal initiatives, refining training for product adoption, and ensuring on-time timesheets and KPI attainment across regions.

Qualifications

• 5+ years of experience in people management.
• Strong resource planning and utilization management across regions.
• End-to-end delivery of Professional Services with project management and quality control skills.
• Coaching, mentoring, performance management, and talent practices including recruitment/retention.

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.

Skills

People management

Leadership

Resource planning

Delivery management

Coaching

Job description

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.

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.

At Diligent, we're building the future with people who think boldly and move fast. Whether you're designing systems that leverage large language models or part of a team reimaging workflows with AI, you'll help us unlock entirely new ways of working and thinking. 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.

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 [e-mail].

To support a fair and consistent hiring process, we use AI and digital automated tools to assist our recruitment team in organizing candidate data, surfacing relevant applications, coordinating interview scheduling and summarizing interview notes. All final screening, evaluation, and hiring decisions are made by humans on our team. To learn more about how we collect, protect, and process your information, please review our Candidate Privacy Policy.

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.