Product Manager - Support Services

SoftwareONE Deutschland GmbH; Greater London; On-site; GBP 70,000 - 110,000; Full time

Job summary

SoftwareOne is seeking a Product Manager to own a global Support Services portfolio. You will shape offers that scale with Azure, Security, Workplace, Data & AI, CSP, Bundles and Managed Services, collaborating with product, engineering and operations across regions.

You will balance SLAs, entitlements, and pricing while ensuring a consistent, high-quality support experience for customers and sales teams alike.

Qualifications

• Proven background in Product Management, preferably in IT services or tech offerings.
• Knowledge of ITIL fundamentals and Microsoft support structures.
• Ability to balance operational and business priorities with global stakeholders.

Responsibilities

• Own the Support Services catalog: tiers, response times, scope, and SLAs.
• Align support with CSP plans, billing and bundle strategies.
• Define entitlements and escalation paths with Azure/Security/Workplace/Data & AI PMs.
• Differentiate Support from Managed Services and define upgrade paths.
• Maintain runbooks, eligibility rules and escalation flows with Engineering & Ops.
• Monitor 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

Stakeholder collaboration

Azure

Microsoft support models

Tools

Azure

Microsoft support models

Job description

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.

The role

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.

What we need to see from you

• 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.

Job Function

Services

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 [e-mail].

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.