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Job Description — Services Sales Manager
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, and exceeds client expectations. You will manage in life accounts from a service perspective (QBRs, success plans, project facilitation, service improvements), protect and grow renewals, and win new managed services opportunities across existing and net new clients. You'll also build pricing, administer contract paperwork, and act as the conduit between 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
* Lead Quarterly Business Reviews (QBRs) and in-life service 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
* Own renewal cycles end to end: forecasting, notice, scope/seat validation, pricing refresh, paperwork execution and internal system updates, in line with the Contract Management procedure.
* Drive expansion revenue(cross sell/upsell of MSP, security, backup ,monitoring and project services) in collaboration with Account Managers.
* Identify and convert net-new MSP opportunities—prospect with Sales, run discovery, shape scope to Millgate's approved service stack, and close.
3) Pricing, Proposals & Contract Administration
* Build client specific pricing models(per user/per device and addons), ensuring scope aligns to supported services and SLAs; prepare proposals/SOWs.
* Coordinate contract execution(e-sign, approvals, records), then ensure CRM and the master contract registers and filing are 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 the bridge between Account Managers, clients, ServiceDesk and the Service Delivery Manager—aligning commercials, capacity, and customer outcomes; ensure what's 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
* Keep NetSuite/CRM accurate(opportunities, quotes, orders, contracts, QBR notes, tasks); required by the ISO 9001 QMS.
* Produce pipeline, renewal, utilisation linked services growth and client health reports; feed monthly and quarterly reviews.
Measures of Success (KPIs)
* Renewal rate and Net 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 in MSP / Managed Services account growth, renewals, or service-led sales.
* Confident running QBRs/service reviews, turning insights into scoped, deliverable work.
* Strong commercial acumen with hands on experience building per user pricing and addon bundles aligned to SLAs and support scope.
* Excellent stakeholder management across Sales, Service Desk, Professional Services and clients; calm, structured escalation handling.
Desirable
* Familiarity with CRM and Microsoft SharePoint for contract/renewal administration; understanding of ISO aligned documentation discipline.
* Working knowledge of ITIL service concepts and MSP tooling (e.g., RMM/monitoring, ticketing, documentation).(Our stack references NinjaOne/RMM, IT Glue).