Manager, Services (Compliance) in London

Diligent is seeking a Manager, Services (Compliance) 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.

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 too, 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.

Diligent is proud to be an equal opportunity employer. We do not discriminate based on race, colour, 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.