Product Manager - Support Services
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.
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