Position Overview 

You are a highly operational, execution-focused project leader who is passionate about technology and innovation. In this role, you will lead customer adoption and implementation projects for Diligent’s Governance, Risk and Compliance solutions, with a strong focus on driving successful delivery, maintaining operational consistency, and executing implementations in line with Diligent’s established Services Strategy methodology. 

You bring a strong background in project management and SaaS delivery, along with a process-oriented mindset and a disciplined approach to execution. You are energized by delivering complex projects with consistency, maintaining high standards of project control, and ensuring teams follow repeatable implementation practices that support high-quality, scalable outcomes. You will partner closely with internal stakeholders to drive methodology adherence, maintain clear structured project documentation, and proactively identify and respond to delivery risk, project drift, and overall project health. 

Key Responsibilities 

Project Management & Delivery 

• Lead customer implementation and adoption projects with a strong focus on operational excellence, execution discipline, and successful delivery outcomes. 
• Proactively manage portfolio operations, accurate time and scope capture within project, project financials, team utilization, and time management. 
• Mobilize the right team resources to ensure projects are delivered successfully, delays and overruns are minimized, and project budgets and delivery efficiencies are actively managed. 
• Spearhead the development of business solutions that leverage the full suite of Diligent products to improve delivery efficiency, support customer outcomes, and reduce implementation risk. 
• Own RAID management across assigned projects, maintaining clear logs of risks, assumptions, issues, and dependencies, driving mitigation plans, and escalating decisions early to keep delivery on track. 
• Ensure consistent adherence to Diligent Services Strategy methodology, implementation standards, and delivery governance practices across all phases of the project lifecycle. 
• Apply structured capture standards across customer meetings, workshops, requirements discussions, decisions, and action items so project knowledge is documented clearly, consistently, and in a reusable format. 
• Demonstrate AI fluency in delivery artifacts by using approved tools to accelerate the creation of status updates, meeting summaries, requirements documentation, project plans, and other customer-facing or internal deliverables while maintaining quality and accuracy. 
• Monitor project health diagnostics and proactively respond to delivery drift by identifying early warning signs across scope, timeline, budget, resourcing, and customer adoption, then driving corrective action plans. 
• Own and execute on all project management tasks, including: 
  • Capturing high-quality business requirements 
  • Building and maintaining project plans, and adapting them to shifting priorities, demands, and timelines 
  • Coordinating customer enablement and training 
  • Communicating project status, risks, and progress to clients, stakeholders, and senior management 
  • Managing meetings, including scheduling, agenda development, and documentation of action items 
• Lead change management activities to support customer adoption and project success. 
• Identify opportunities to expand Diligent’s product footprint with existing and new customers. 
• Maintain quality service by enforcing quality and customer service standards, analyzing and resolving issues, identifying trends, and recommending process, system, and product improvements. 
• Provide coaching and mentoring to Senior Specialists and Specialists on project management, delivery excellence, and customer enablement. 
• Develop and execute a professional growth plan to remain current and relevant to Diligent’s customer base. 

Required Experience 

• 5+ years of experience in project management, implementation delivery, or operations-focused roles, with strong business acumen and the ability to help customers achieve meaningful business outcomes. 
• 5+ years of experience managing implementations of complex, large-scale technology solutions across industries. 
• Demonstrated success in operational execution, delivery management, and driving projects through the full lifecycle with a high degree of ownership and accountability. 
• Strong process orientation, with experience improving processes, standardizing delivery approaches, and creating scalable ways of working. 
• Project management certification and/or formal project management training is preferred. 
• Ability to independently lead and manage hands-on projects from initiation through completion. 
• Proven track record of successful enterprise project delivery in dynamic and complex technical and/or regulatory environments. 
• Experience in client management and identifying growth opportunities within customer accounts. 
• Strong communication, presentation, workshop facilitation, persuasion, and stakeholder management skills. 
• Ability to balance strategic thinking with operational detail and execution. 
• Exceptional understanding of business processes and the ability to solve business problems through a combination of technology, process improvement, and change management. 
• Strong drive, accountability, and determination to succeed in a fast-paced, growing team.