Product Manager - Support Services

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.

Job Requirements

• 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.

Company description

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.