Services Strategy Manager

Position Overview: 

The Services Strategy team is on a mission to make every Diligent services professional more effective at delivering client outcomes. We own the methodology that implementation teams deliver with, the Professional Services Automation platform that every services team uses, the onboarding curriculum that ramps new hires, the capacity infrastructure that matches practitioners to work, and the data layer that surfaces delivery patterns across the business. 

As a Services Strategy Manager, you will be embedded in one of these workstreams — methodology, Professional Services Automation, onboarding, capacity, or data — and own the day-to-day operational health of your area. This is not an administrative role. You will be hands-on in the build, shipping the documentation, configurations, training materials, or analytics that directly shape how Professional Services, Partner Delivery, Client Support, PMO, and Services Sales practitioners do their work. You will identify friction, ship improvements, and measure adoption — not maintain the status quo. 

Key Responsibilities 

• Workstream Ownership: Own day-to-day operational health of one Services Strategy workstream — methodology, Professional Services Automation, onboarding, capacity, or data — within the broader function. 

• Build and Ship: Build and maintain the documentation, configurations, training materials, or analytics that your workstream produces. You will be hands-on in the build, not just defining requirements. 

• Stakeholder Partnership: Partner with practitioners and leaders across Professional Services, Partner Delivery, Client Support, and Managed Services on what they need from your workstream and how it could work better. 

• Operating Rhythm: Run regular working sessions with the services teams who use your workstream’s output: what’s working, what’s not, what needs to change. 

• Pattern Surfacing: Surface usage patterns, gaps, and friction points to your manager and to the broader function when patterns cross workstream lines. 

• Metrics Discipline: Maintain workstream-level metrics — adoption, adherence, accuracy, freshness — that demonstrate your workstream’s actual impact. 

• Cross-Workstream Initiatives: Support cross-workstream initiatives when scope spans multiple Services Strategy workstreams. 

• Vendor and Platform Work: Participate in vendor evaluations, methodology refreshes, curriculum updates, or platform configuration changes as they arise for your workstream. 

• Team Development: Coach more junior team members on workstream operations and stakeholder engagement. 

Required Experience/Skills 

• Domain Experience (Required): Demonstrated experience in professional services operations, services automation administration, services training and onboarding design, capacity and resource management, or services analytics in the GRC software space or adjacent enterprise SaaS verticals. 

• Workstream Depth (Required): Hands-on experience with at least one of: methodology authorship and maintenance, Professional Services Automation platform administration, onboarding or training program design, capacity and resource management, or services analytics. 

• Services Delivery Fluency: Working knowledge of professional services delivery and SaaS implementation. 

• Operational Mindset: Comfortable owning operational metrics, identifying friction in processes, and shipping improvements that the services teams using your work actually adopt. You don’t wait for a tool to exist — you build it. 

• AI Fluency (Required): Comfort with AI-augmented operational tools, prompt engineering, structured-capture habits, and the ability to evaluate AI outputs critically. You have built or shipped something with modern AI tooling, not just consumed it. 

• Written Communication: Documentation, change communications, and training materials must be clear and durable across turnover. 

• Cross-Functional Range: Comfortable working across Professional Services, Partner Delivery, Support, and Managed Services. 

• Education: Bachelor’s degree or equivalent experience. 

• GRC Experience: Experience in GRC software, legal/compliance technology, audit/risk software, or board-management software is an advantage.