Job Description Services Sales Manager
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Job Title:Services Sales Manager
Department:Services /Tech
Location:7 Vantage Drive, Sheffield (Hybrid)
Reports to:Director of Operations & Service Delivery
Direct reports:None
Contract:Fulltime, permanent
Role Purpose
Own the commercial and service relationship for Managed Service clients, ensuring what we sell is deliverable, profitable, andexceeds client expectations. You willmanageinlifeaccounts from aserviceperspective (QBRs, success plans, project facilitation, service improvements),protect and grow renewals, andwin new managed services opportunitiesacross existing andnetnewclients.Youllalsobuild pricing,administer contract paperwork, and act as theconduitbetween Account Managers, clients, the Service Desk, and the Service Delivery Manager to keep delivery and commercials in lockstep.
Key Responsibilities
1) Client Success & Service Governance
* LeadQuarterly Business Reviews (QBRs)andin-lifeservice reviews: communicate performance, risks, roadmap, and improvement actions; track to closure.
* Maintain the client success plan (health, SLAs, CSAT, risk/opportunity) and own escalations in partnership with Service Delivery Manager / Service Desk Manager.
* Facilitate projects flowing from QBRs and audits (e.g., upgrades, cloud migrations, security initiatives) by coordinating Professional Services resourcing.
2) Renewals & Commercial Growth
* Ownrenewal cyclesend to end: forecasting, notice, scope/seat validation, pricing refresh, paperworkexecutionand internal system updates, in line with the Contract Management procedure.
* Driveexpansion revenue(cross sell/upsell of MSP, security, backup ,monitoringand project services) in collaboration with Account Managers.
* Identify and convertnet-newMSP opportunitiesprospect with Sales, run discovery, shape scope to Millgates approved service stack, and close.
3) Pricing, Proposals & Contract Administration
* Build client specificpricing models(per user/per device and addons), ensuring scope aligns to supported services and SLAs; prepare proposals/SOWs.
* Coordinatecontract execution(e-sign, approvals, records), then ensure CRMand the master contract registersand filingare updated per process.
* Safeguard margin and service quality through accurate effort estimates, risk identification, dependency management and clear acceptance criteria.
4) Cross Functional Conduit Functional Conduit
* Serve as thebridgebetweenAccount Managers,clients,ServiceDeskand theService Delivery Manageraligning commercials, capacity, and customer outcomes; ensure whats sold is supportable and set up for success.
* Work with Service Desk and Delivery to ensure onboarding, changes and project to managed service transitions follow process and are fully documented.
5) Governance, Systems & Reporting
* KeepNetSuite/CRMaccurate(opportunities, quotes, orders, contracts, QBR notes, tasks); required by theISO 9001 QMS.
* Produce pipeline, renewal, utilisation linked services growth and client health reports; feed monthly and quarterly reviews.
Measures of Success (KPIs)
* Renewal rateandNet Revenue Retention (NRR)across MSP clients.
* QBR completion, action closure and documented on CRM
* Services growth: expansion, project pull through from QBRs.
* Commercial hygiene: on time renewals, signed contracts, accurate CRM records per procedure.
Skills & Experience
Essential
* Proven success inMSP / Managed Servicesaccount growth, renewals, or service-led sales.
* Confident runningQBRs/service reviews, turning insights into scoped, deliverable work.
* Strong commercial acumen with hands on experience buildingper userpricing and addon bundles aligned to SLAs and support scope.
* Excellent stakeholder management across Sales, Service Desk, Professional Services and clients; calm, structuredescalationhandling.
Desirable
* Familiarity withCRM and Microsoft SharePointforcontract/renewaladministration; understanding of ISO aligned documentation discipline.
* Working knowledge ofITILservice concepts and MSP tooling (e.g., RMM/monitoring, ticketing, documentation). xsngvjr (Our stack referencesNinjaOne/RMM, IT Glue).
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