Product Manager - Support Services

Job Function

Services

The role

• Are you ready to own a global Support Services portfolio that touches every corner of the Microsoft ecosystem?
• Do you enjoy shaping offers that customers trust, sales teams love, and operations can deliver flawlessly?

Practical Information

Location: Romania, Bulgaria, Poland, UK | Work arrangement: Remote | Contract type: Full-time | Visa status: Valid working visa for country of employment | Language requirements: Fluent/professional English written and verbal; additional languages are a plus

As our new Product Manager – Support Services, you will define and manage support tiers, SLAs, entitlements, and commercial models, ensuring they are easy to sell, simple to deliver, and seamlessly aligned with Azure, Security, Workplace, Data & AI, CSP, Bundles, and Managed Services. Working closely with product, engineering, and operations teams across the globe, you will help deliver consistent, scalable, and predictable support experience for customers and internal stakeholders alike.

Key Responsibilities

• Own the Support Services catalog, including tiers, scope, SLAs, and response times
• Align support offerings with CSP plans, billing models, and bundles
• Define entitlements and escalation paths with cross-functional Product Managers
• Create clear upgrade paths between Support and Managed Services
• Maintain support processes, runbooks, and escalation flows with Engineering and Operations
• Track and improve key KPIs, including CSAT/NPS, SLA compliance, and cost-to-serve
• Drive standardization, automation, and self-service capabilities

What we need to see from you

• Solid background in Product Management, ideally in support or operations management, in IT Services
• Knowledge of ITIL fundamentals and Microsoft support models
• Ability to balance customer needs, SLAs, costs, and commercial priorities
• A proactive, collaborative mindset with experience working across global teams and stakeholders

What we offer:   

Our company benefits vary based on your location, but always include:    

• Global company culture: We defined our 6 core values through our company culture (https://www.softwareone.com/en/our-story/our-values)   
• A mentor who supports your successful start and is at your side with advice and action   
• President’s Club: Recognition awarded by leadership and your peers   
• Lifelong education: A variety of training and development opportunities   
• Hire to Grow: We optimize our internal structures and feedback culture constantly to be your Employer of Choice, today and in future 

Why SoftwareOne?

SoftwareOne is a global provider of software and cloud solutions. With a presence in over 70 countries and more than 12,000 professionals, we help organizations optimize software investments, modernize applications, and unlock the value of cloud, data, and AI.Our people are at the core of everything we do. We enable collaboration across borders, continuous learning, and opportunities to grow in a fast-evolving technology landscape. Whether your focus is on technology, customer success, or business operations, your ideas matter, and your contributions make a difference.Join a global team where you can build your skills, work with leading technologies, and make a real impact for our customers.

Accommodations

SoftwareOne welcomes applicants from all backgrounds and abilities to apply. If you require reasonable adjustments at any point during the recruitment process, email us at reasonable.accommodations@softwareone.com. Please include the role for which you are applying and your country location. Someone from our organization that is not part of the decision-making process will be in touch to discuss your specific needs and we will make every effort to accommodate you. Any information shared will be stored securely and treated in the strictest of confidence in line with GDPR. At SoftwareOne, we are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and teammates without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. Additionally, we encourage experienced individuals that have taken an intentional career break and are now prepared to return to work to explore our SOAR program.