Global Product Manager, Support Services

SoftwareONE; Greater London; On-site; GBP 60,000 - 80,000; Full time

Job summary

A global AI-powered software company in the UK is seeking a Product Manager to own and manage their global Support Services portfolio. In this role, you will build and oversee support tiers, SLAs, and entitlements, working closely with product, engineering, and operations teams. Ideal candidates will have a strong background in Product Management, ideally within IT Services, and familiarity with ITIL fundamentals and Microsoft support models. Join this purpose-driven company where your ideas can thrive and positively impact clients.

Qualifications

• 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.

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.

Skills

Product Management

ITIL fundamentals

Operations management

Stakeholder collaboration

Job description

A global AI-powered software company in the UK is seeking a Product Manager to own and manage their global Support Services portfolio. In this role, you will build and oversee support tiers, SLAs, and entitlements, working closely with product, engineering, and operations teams. Ideal candidates will have a strong background in Product Management, ideally within IT Services, and familiarity with ITIL fundamentals and Microsoft support models. Join this purpose-driven company where your ideas can thrive and positively impact clients.