Diligent
- Services Team Lead
Services Team Lead
Global
Job description
About Us
Diligent is the global leader in modern governance, providing SaaS solutions across governance, risk, compliance, audit and ESG. Empowering more than 1 million users and 700,000 board members and leaders with a holistic view of their organization’s GRC practices so they can make better decisions, faster. No matter the challenge.
At Diligent, you are an agent of positive change. You are joining a team of passionate, smart, 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. Be a part of a global community on a mission to make a real impact.
Learn more at diligent.com.
Position Overview:
Diligent is looking for a collaborative individual and leader to support our rapidly growing Customer Success and Services teams. The Services Team Lead will play an instrumental role in leading and supporting the Service Desk as well as define and drive strategy for your team’s success.
Our team are highly focused on achieving goals and delivering results, we’re passionate about growing individuals and pathing the way for a successful career. If you’re an ambitious team player with a keen eye for detail and a proactive approach, this is the perfect role for you.
Key Responsibilities
- Lead and mentor the Advisory Services Data Migration team.
- Collaborate with Solution Engineering team to provide effort estimate for the sales opportunities.
- Work closely with Project managers to develop the project plan based on the project priorities and resource availability.
- Execute project and allocate tasks to team members.
- Coordinate with project manager and Customer success managers to ensure successful and smooth completion of project.
- Review project deliverables on time and ensure the quality of the deliverables.
- Constantly learn & catch up with the product development and ensure the team is trained on the new features.
- Develop metrics and reports on the team performance and utilization.
- Facilitate career progression paths and development plans.
- Enable collaboration across the team through various team engagement activities and workshops.
- Manage new hire onboarding and training programs.
- Manage all team queries and escalations.
- Manage all client escalations.
Required Experience/Skills
- Strong organisational skills and experience in administrative role.
- Ability to manage projects
- Experience in engaging with clients.
- Ability to stay organized and manage time effectively
- Ability to think critically.
- Excellent leadership skills with experience managing teams in a SaaS environment.
- Prior people management experience is beneficial.
- Process driven, creative and willing to implement new ideas.
- Exceptional communication and interpersonal skills
- Experience in resource identification and task allocation.
- Experience in any enterprise application platform like CRM, ERP or GRC
Preferred Experience/Skills
- Client and stakeholder relationship management
- Knowledge of GRC domain
- Escalation management experience
- Good working knowledge of excel.
- Able to work with minimal supervision.
- Thrives in a fast-moving environment with the ability to multitask.
- 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., Baltimore, London, Galway, Budapest, Vancouver, Bengaluru, Munich, and Sydney.
We are a drug free workplace. 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 Know Your Rights. 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 recruitment@diligent.com.
To all recruitment agencies: Diligent does not accept unsolicited agency resumes. Please do not forward resumes to our jobs alias, Diligent employees or any other organization location. Diligent is not responsible for any fees related to unsolicited resumes.
