Job Description

Here’s a summary of the role:

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