At a Glance
- Tasks: Manage a global Support Services portfolio and shape customer-focused offers.
- Company: Join SoftwareOne, a leading global provider of software and cloud solutions.
- Benefits: Enjoy a collaborative culture, continuous learning, and opportunities for growth.
- Other info: We value diversity and welcome applicants from all backgrounds.
- Why this job: Make a real impact in the tech world while working with cutting-edge technologies.
- Qualifications: Experience in Product Management and knowledge of IT services is essential.
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 reasonable.accommodations@softwareone.com.
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.
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Product Manager - Support Services employer: SoftwareONE Deutschland GmbH
At SoftwareOne, we pride ourselves on being a global leader in software and cloud solutions, fostering a vibrant work culture that prioritises collaboration, continuous learning, and personal growth. Our hybrid work model allows you to thrive in dynamic locations like Sofia, Bucharest, and London, while our commitment to diversity and inclusion ensures that every voice is heard and valued. Join us to not only advance your career but also make a meaningful impact in the ever-evolving tech landscape.
Contact Details:
SoftwareONE Deutschland GmbH Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Product Manager - Support Services
✨Join Product Management Meetups
Get involved in local product management meetups or workshops. These events are perfect for meeting industry folks, sharing ideas, and staying updated on trends. Plus, you never know who might be hiring—it's a fantastic way to make connections that could lead to a job at places like SoftwareONE Deutschland GmbH!
✨Show Off Your Product Sense
Create case studies or mini-projects showcasing your product management skills, and share them on platforms like Medium or LinkedIn. This not only puts your skills on display but also boosts your visibility in the product community. Imagine how impressed the hiring team at SoftwareONE Deutschland GmbH would be by your initiative!
✨Utilise Online Communities
Dive into online product management communities like Product Coalition or Mind the Product. Engage in discussions, ask questions, and share your insights. These platforms are goldmines for networking and finding hidden job opportunities—many companies often scout talent from within these circles.
✨Leverage Your University Network
If you’ve recently graduated or are still in uni, tap into your alumni network for connections in product management. Many universities have their own job boards and affinity resources to help graduates land roles. Don't forget to keep an eye out for job openings at SoftwareONE Deutschland GmbH through your school's career services!
We think you need these skills to ace Product Manager - Support Services
Some tips for your application 🫡
Show Off Your Product Passion:When applying for a product management role like Product Manager - Support Services, let your passion for developing products shine through in your cover letter. Share specific examples of products you've managed, how you solved user needs, and any successful outcomes you've achieved. This is your chance to showcase your understanding of the product lifecycle!
Highlight Your Cross-Functional Skills:Product management isn't just about understanding the product; it’s about collaborating with different teams! Make sure to emphasise your experience working with developers, designers, and marketers. Use your CV to showcase your ability to bridge gaps between these areas, and include relevant experiences that demonstrate your communication and leadership skills!
Include Your Metrics and Achievements:In a full-time product management application, data speaks volumes! Quantify your achievements wherever possible. Did you increase user retention by a certain percentage? Launch a product ahead of schedule? Include these metrics in your CV to paint a picture of your impact and effectiveness in previous roles.
Tailor Your CV to the Role:Make sure your CV is tailored for the Product Manager - Support Services position at SoftwareONE Deutschland GmbH. Use keywords from the job description and ensure your relevant experiences are front and centre. Highlight any certifications or relevant training you’ve completed that will make you stand out as a strong candidate for the role. And remember, we’re excited to see your application on our website!
How to prepare for a job interview at SoftwareONE Deutschland GmbH
✨Understand the Product Life Cycle
As a product management candidate, we need to get our head around the complete product life cycle. Be prepared to discuss real-world examples of how you’ve managed product development from ideation to launch. Bring specific insights on tools like JIRA or Trello that can help streamline these processes.
✨Showcase Your Cross-Functional Skills
Product management is all about collaboration. We should be ready to highlight how we’ve worked across teams—think marketing, engineering, and design. Prepare to discuss scenarios where you had to mediate differing opinions and how you got everyone on board with a shared vision.
✨Prepare for Case Studies
In a full-time role, we can expect to encounter case study questions during our interviews. Practise solving hypothetical product problems on the spot, such as prioritising features for a new app or improving user engagement metrics. This will show our analytical thinking and decision-making skills.
✨Know Your Metrics
Let’s face it, numbers are our best friends in product management. We should prepare to discuss key performance indicators (KPIs) and how we've used analytics to inform product decisions. Dive into examples where data has driven our strategy for improvements or justified product changes.
