Contract Renewal Manager

Are you an organised, commercially minded professional who enjoys building strong customer relationships and ensuring every detail is delivered with precision?

We're looking for a

Contract Renewal Manager to join our Customer Operations team, playing a vital role in managing the renewal lifecycle for a portfolio of customers.

You'll help protect and grow our recurring managed services revenue by delivering a seamless renewal experience, providing excellent customer service, and ensuring contracts are managed accurately and efficiently.

This is an exciting opportunity for someone who enjoys working collaboratively across teams, thrives on building long-term customer relationships, and takes pride in delivering outstanding service while driving commercial success.

What you'll be doing

As a Contracts Manager, you'll take ownership of a portfolio of customer support contracts, ensuring renewals are managed proactively and completed on time.

You'll

• Manage the end-to-end renewal process, preparing accurate renewal quotations 60–90 days ahead of contract expiry.
• Build trusted relationships with customers through regular communication, providing contract updates and guiding them through the renewal process.
• Review customer contracts, supported services and inventory to ensure quotations are accurate and meet customer requirements.
• Work closely with internal teams, including Supplier Management, Sales and Customer Operations, to deliver a smooth and efficient renewal experience.
• Protect and grow recurring revenue by minimising overdue renewals, identifying opportunities to improve margins, and reducing contract losses.
• Manage contract amendments, extensions, service changes, invoicing, credits and contract confirmations.
• Support customers through contract ceases, ensuring a professional and seamless offboarding experience where required.
• Analyse contract profitability, identify End of Sale (EOS) and End of Life (EOL) risks, and highlight opportunities for service improvements or portfolio growth.
• Maintain accurate forecasting and reporting to support business planning and decision-making.

What we're looking for

We're looking for someone who combines commercial awareness with exceptional organisational skills and a passion for delivering a great customer experience.

You'll ideally have

• At least three years' experience in Contract Management, Customer Service, Projects or a similar customer-focused role.
• Experience managing customer contracts, renewals or recurring services.
• Strong communication and relationship-building skills, with the confidence to work with customers, suppliers and internal stakeholders.
• Excellent attention to detail and the ability to analyse and validate data from multiple sources.
• Good commercial awareness, with an understanding of contract profitability and recurring revenue.
• The ability to prioritise workloads, work to deadlines and manage multiple activities simultaneously.
• A proactive, adaptable and collaborative approach with a strong sense of ownership and accountability.
• It would be great if you also have
• Experience within telecommunications, managed services or IT services.
• Knowledge of Maintel's products and services.
• Experience using Autotask or similar service management platforms.
• Strong Excel and Microsoft Office skills.
• An understanding of P&L and commercial reporting.

At Maintel, you'll be joining a collaborative and supportive team where your work has a direct impact on customer satisfaction, business performance and long-term customer retention.

You'll have the opportunity to build strong relationships, influence commercial outcomes and contribute to the continued growth of our managed services business.

If you're someone who enjoys combining customer service with commercial thinking and wants to make a real difference to the customer journey, we'd love to hear from you.

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