Maintenance Support Manager

6 days ago

City of London Greater London, United Kingdom Cisilion Full time

As Head of Maintenance & Renewals, you will play a pivotal role in shaping and driving the success of our maintenance services and renewals business. Reporting directly to the Commercial Director, you will lead the end-to-end strategy and execution for all Cisco and non-Cisco maintenance services, subscriptions, enterprise agreements, and renewals. Your expertise in vendor management, particularly with Cisco, will be key to maximising margins, ensuring timely closure of new and renewal business, and developing strong partnerships.

You will empower and support our sales teams in client engagements, acting as both a trusted advisor and a driver of commercial outcomes. To simplify, this is a Cisco Maintenance, subscriptions & EA sales-overlay specialist role for new business and renewals who will also be managing a team of three.

Develop and execute the maintenance and renewals strategy to maximise profitability, margin, and customer satisfaction.
Vendor & Stakeholder Management
Oversee first-line support vendor relationships, ensuring swift resolution of customer issues under maintenance contracts.
Ensure total control and management of the company database, covering all contractual data, device details, and renewals.
Guarantee seamless transition of sales into support, with valid and accurate contracts in place.
Drive continuous improvement in quote creation & contract closure processes to mitigate risks.
Sales Enablement & Commercial Support
Support Account Managers in negotiations and direct customer engagements to drive sales opportunities.
Lead involvement in larger bid opportunities, supporting pricing strategies to maximise margin while managing risk.
Ensure the sales team is fully equipped to articulate our maintenance, subscription, and EA offerings to customers, promptly addressing any clarification questions or objections.
Inspire, coach, and develop your team, supporting both office-based and remote colleagues.
Proven track record in vendor maintenance, subscriptions, and renewals management, with deep expertise in Cisco services and partner programmes.
Advanced knowledge of Cisco Services portals (CCW, CCW-R, SAMT, PXP) and Success Tracks suite (Smartnet, PSS, etc.), Cisco Renewals Manager certification highly valued.
Demonstrated excellence in SLA, support metrics, and KPI management.
Commercial acumen with a sales-first, results-driven approach, knowledgeable, articulate and confident.
Strong systems skills, especially in Excel; Ability to manage multiple priorities, with exceptional attention to detail and a commitment to supporting colleagues. Proven leadership experience managing teams, driving transformation, and supporting professional growth in a dynamic environment.

Equality, Diversity & Inclusion
Cisilion recognise the influence and ability we have as an organisation to help tackle inequality. Equity, diversity, and inclusion is at the heart of the Company ESG strategy. We are a proud LGBTQIA+ Supporting Employer and a Disability Confident Level 2 Employer. Our initiatives to address the gender pay gap and skills gap include the #WomenInTech campaign led by our female leadership team and consistent collaboration with likeminded groups within the channel. We also value age diversity and continuously review our policies to ensure inclusivity.

Please visit our full ED&I Policy for further information.
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