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Diligent is seeking a Manager, Professional Services to lead and support the Professional Services team, ensuring resources are effectively allocated, teams are fully utilized, and quality remains high across the customer journey.
You will coach and mentor team members on project management and customer enablement, lead recruitment and retention efforts, and create individual development plans that build capabilities and support long-term growth. You'll be accountable for key operational targets including utilization, SLAs, CSAT/quality, and on-time timesheet submissions.
Key responsibilities include:
- 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; participate in recruitment and retention; create individual development plans
- Propose, lead, 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
- Manage escalations and foster effective cross-regional collaboration to ensure strong customer experience
Required qualifications:
- 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
- End-to-end delivery of Professional Services with solid project management and quality control skills
- Coaching, mentoring, performance management, and talent practices
- Continuous improvement mindset with ability to refine training and processes
- Customer-first orientation with sound escalation management and cross-functional collaboration
- Ability to communicate effectively with senior stakeholders
Desirable experience includes entity management, process improvement using AI, working within global matrix organizations, and prior GRC or SaaS environment experience.
This role operates on a hybrid model with 50% office-based work required. Applicants must already have the legal right to work in the UK.
