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- Tasks: Manage a global Support Services portfolio and shape customer-focused offers.
- Company: Join a leading AI-powered software and cloud solutions provider with a diverse team.
- Benefits: Enjoy world-class learning, career growth, and a supportive culture.
- Why this job: Make a real impact in tech while collaborating with global teams.
- Qualifications: Experience in Product Management and knowledge of ITIL fundamentals required.
- Other info: Inclusive environment welcoming applicants from all backgrounds.
The predicted salary is between 28800 - 48000 ÂŁ per year.
Why SoftwareOne? SoftwareOne and Crayon have come together to form a global, AIâpowered 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 worldâclass 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 purposeâdriven 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 yesâyou might be the Product Manager we're looking for.
Youâll build and manage support tiers, SLAs, entitlements, and commercial structuresâensuring theyâre easy to sell, simple to deliver, and aligned with Azure, Security, Workplace, Data & AI, CSP, Bundles, and Managed Services. Youâll 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 selfâservice to reduce costâtoâserve.
- 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.
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 decisionâmaking 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.
Product Manager - Support Services in London employer: SoftwareONE
Contact Detail:
SoftwareONE Recruiting Team
StudySmarter Expert Advice đ¤Ť
We think this is how you could land Product Manager - Support Services in London
â¨Tip Number 1
Network like a pro! Reach out to current employees at SoftwareOne on LinkedIn or through mutual connections. Ask them about their experiences and any tips they might have for landing the Product Manager role.
â¨Tip Number 2
Prepare for the interview by understanding the Microsoft ecosystem inside out. Brush up on your knowledge of Azure, Security, and ITIL fundamentals. This will show that you're not just interested in the role but are genuinely passionate about the industry.
â¨Tip Number 3
Showcase your collaborative spirit! Be ready to discuss examples of how you've worked with global teams in the past. Highlighting your proactive approach will resonate well with the culture at SoftwareOne.
â¨Tip Number 4
Donât forget to apply through our website! Itâs the best way to ensure your application gets the attention it deserves. Plus, youâll be part of a purpose-driven culture where your ideas can truly make an impact.
We think you need these skills to ace Product Manager - Support Services in London
Some tips for your application đŤĄ
Tailor Your CV: Make sure your CV is tailored to the Product Manager role. Highlight your experience in support services and product management, and donât forget to mention any relevant ITIL knowledge. We want to see how your skills align with what weâre looking for!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why youâre passionate about this role and how you can contribute to our global Support Services portfolio. Be genuine and let your personality come throughâthis is your opportunity to connect with us.
Showcase Your Achievements: When detailing your past experiences, focus on specific achievements that demonstrate your ability to manage support tiers and improve KPIs. Numbers speak volumes, so if youâve increased customer satisfaction or reduced costs, make sure to include those stats!
Apply Through Our Website: We encourage you to apply directly through our website. Itâs the best way for us to receive your application and ensures youâre considered for the role. Plus, youâll get to explore more about our culture and values while youâre at it!
How to prepare for a job interview at SoftwareONE
â¨Know Your Product Management Basics
Make sure you brush up on your product management fundamentals, especially in support services. Understand the key responsibilities of the role, like managing SLAs and support tiers, so you can speak confidently about how your experience aligns with what they need.
â¨Familiarise Yourself with ITIL and Microsoft Models
Since knowledge of ITIL fundamentals and Microsoft support models is crucial, take some time to review these concepts. Being able to discuss how these frameworks apply to the role will show that you're not just a good fit but also genuinely interested in the position.
â¨Prepare for Collaborative Scenarios
Expect questions about working with global teams and stakeholders. Think of examples from your past experiences where you successfully collaborated across borders or departments. This will demonstrate your proactive and collaborative approach, which is key for this role.
â¨Showcase Your KPI Tracking Skills
Be ready to discuss how you've tracked and improved KPIs in previous roles. Whether it's FCR, CSAT/NPS, or SLA compliance, having specific examples will highlight your ability to drive standardisation and automation, which is essential for reducing cost-to-serve.
