Product Manager - Support Services
SoftwareOne
Job Overview
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Job Description
Product Manager - Support Services at SoftwareOne
Are you ready to own a global Support Services portfolio that touches every corner of the Microsoft ecosystem? Do you love shaping offers that customers trust, sales teams love, and operations can deliver flawlessly? If yes—you might be the Product Manager we’re looking for.
You’ll build and manage support tiers, SLAs, entitlements, and commercial structures—ensuring they’re easy to sell, simple to deliver, and aligned with Azure, Security, Workplace, Data & AI, CSP, Bundles, and Managed Services. You’ll partner with product, engineering, and operations teams worldwide to ensure a consistent and predictable support experience.
Key Responsibilities
- Own the Support Services catalog (tiers, response times, scope, SLAs).
- Align support with CSP plans, billing, and bundle strategies.
- Define entitlements and escalation paths with Azure/Security/Workplace/Data & AI PMs.
- Distinguish support from Managed Services and create smooth upgrade paths.
- Maintain runbooks, eligibility rules, and escalation flows with Engineering & Ops.
- Track and improve KPIs (FCR, CSAT/NPS, cost per ticket, SLA compliance).
- Drive standardisation, automation, and self-service to reduce cost-to-serve.
Job Requirements
- Strong background in Product Management, ideally in support or operations management, in IT Services.
- Knowledge of ITIL fundamentals and Microsoft support models.
- Comfort balancing operational and business priorities (SLAs, costs, contracts).
- A proactive, collaborative approach with global teams and stakeholders.
Key skills/competency
- Product Management
- Support Services
- ITIL
- Microsoft Ecosystem
- SLA Management
- Operational Management
- KPI Tracking
- Automation
- Stakeholder Collaboration
- Customer Experience
- Global Operations
How to Get Hired at SoftwareOne
- Research SoftwareOne's culture: Study their mission, values, recent news, and employee testimonials on LinkedIn and Glassdoor.
- Customize your resume: Highlight Product Management, ITIL, and Microsoft ecosystem experience relevant to support services.
- Showcase global collaboration: Emphasize working with diverse, worldwide teams and managing complex stakeholder relationships.
- Prepare for technical insights: Discuss product strategy, SLA optimization, and Microsoft support model knowledge.
- Demonstrate problem-solving: Share examples of improving KPIs like FCR, CSAT/NPS, and reducing cost-to-serve through automation.
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