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

Why SoftwareOne?

SoftwareOne and Crayon have come together to form a global, AI‑powered software and cloud solutions provider with a bold vision for the future. With a footprint in over 70 countries and a diverse team of 13,000+ professionals, we offer unparalleled opportunities for talent to grow, make an impact, and shape the future of technology. At the heart of our business is our people. We empower our teams to work across borders, innovate fearlessly, and continuously develop their skills through world‑class learning and development programs. Whether you’re passionate about cloud, software, data, AI, or building meaningful client relationships, you’ll find a place to thrive here. Join us and be part of a purpose‑driven culture where your ideas matter, your growth is supported, and your career can go global.

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

Software & Cloud

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.