Are you ready to take charge of a global Support Services portfolio that spans the entire Microsoft ecosystem? If you have a passion for creating trusted offers that resonate with customers, excite sales teams, and can be executed seamlessly, we want you as our Product Manager.

About the Company

SoftwareOne and Crayon have united to create a global, AI-driven software and cloud solutions provider with an ambitious vision for the future. Operating in over 70 countries with a diverse team of more than 13,000 professionals, we provide exceptional opportunities for talent to grow, impact, and shape the future of technology. Our people are at the core of our business, and we empower them to collaborate across borders, innovate boldly, and continuously enhance their skills through top-tier learning and development programs. Whether your interests lie in cloud, software, data, AI, or fostering meaningful client relationships, you’ll find a nurturing environment here. Join us and be part of a purpose-driven culture where your ideas are valued, your growth is prioritized, and your career can have a global reach.

The Role

In this position, you will be responsible for building and managing support tiers, service level agreements (SLAs), entitlements, and commercial structures that are easy to sell, simple to deliver, and aligned with Azure, Security, Workplace, Data & AI, CSP, Bundles, and Managed Services. You will collaborate with product, engineering, and operations teams across the globe to ensure a consistent and reliable support experience.

Responsibilities

• Own the Support Services catalog (tiers, response times, scope, SLAs).
• Align support offerings with CSP plans, billing, and bundle strategies.
• Define entitlements and escalation paths in collaboration with Azure/Security/Workplace/Data & AI PMs.
• Differentiate support from Managed Services and create seamless upgrade paths.
• Maintain runbooks, eligibility rules, and escalation flows with Engineering & Operations.
• Monitor and enhance KPIs (FCR, CSAT/NPS, cost per ticket, SLA compliance).
• Drive standardization, automation, and self-service initiatives to lower cost-to-serve.

Requirements

• Strong background in Product Management, preferably in support or operations management within IT Services.
• Familiarity with ITIL fundamentals and Microsoft support models.
• Ability to balance operational and business priorities (SLAs, costs, contracts).
• A proactive and collaborative approach when working with global teams and stakeholders.