Role: PSS Lifecycle Specialist

Location: Glasgow (Hybrid)

Salary: Up to £29k + benefits

ASAP

Contract Type: Permanent

Role Summary

The PSS Lifecycle Specialist is responsible for managing customer support contracts from initial setup through to renewal or closure. You’ll ensure all contract data is accurate, services are renewed on time, and commercial performance is monitored. The role requires strong Excel skills, analytical thinking, and the ability to build productive relationships with both internal teams and external partners.

Core Duties & Responsibilities

• Manage the full onboarding process for new support contracts, ensuring support strategies are in place from day one.
• Maintain precise and current records in the Customer Management Database (CMDB).
• Coordinate with Service Delivery, Sales, and Project teams to guarantee smooth handovers into support services.
• Process vendor “go live” notifications and update internal systems.
• Respond to operational queries from Service Desk, Account Managers, Project Managers, and engineers.
• Monitor contract profitability, identify risks or negative trends, and escalate where required.
• Handle contract terminations while safeguarding vendor rebate compliance.
• Produce and share contract documentation with customers and stakeholders.
• Lead renewal activities to prevent service interruptions and secure ongoing revenue.
• Assist management with monthly reporting, financial tracking, and data analysis.
• Resolve issues relating to data accuracy or contract implementation.

Essential Skills & Experience

• Previous experience in service/support contract management or coordination.
• Advanced Excel proficiency, including pivot tables and complex formula work.
• Strong problem-solving and analytical capabilities.
• Meticulous attention to detail and commitment to data accuracy.
• Skilled communicator with proven stakeholder management experience.

Desirable Skills & Experience

• Familiarity with Cisco services and Partner Management platforms.
• Knowledge of contract lifecycle management processes.
• Background in technology services, IT solutions, or managed services.