Manager, Services

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.

• 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.

• 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.

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.

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• 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…