Product Manager - Support Services
- Are you ready to own a global Support Services portfolio that touches every corner of the Microsoft ecosystem?
- Do you enjoy shaping offers that customers trust, sales teams love, and operations can deliver flawlessly?
Practical Information
Location: Romania, Bulgaria, Poland, UK | Work arrangement: Remote | Contract type: Full-time | Visa status: Valid working visa for country of employment | Language requirements: Fluent/professional English written and verbal; additional languages are a plus
As our new Product Manager – Support Services, you will define and manage support tiers, SLAs, entitlements, and commercial models, ensuring they are easy to sell, simple to deliver, and seamlessly aligned with Azure, Security, Workplace, Data & AI, CSP, Bundles, and Managed Services. Working closely with product, engineering, and operations teams across the globe, you will help deliver consistent, scalable, and predictable support experience for customers and internal stakeholders alike.
Key Responsibilities
- Own the Support Services catalog, including tiers, scope, SLAs, and response times
- Align support offerings with CSP plans, billing models, and bundles
- Define entitlements and escalation paths with cross-functional Product Managers
- Create clear upgrade paths between Support and Managed Services
- Maintain support processes, runbooks, and escalation flows with Engineering and Operations
- Track and improve key KPIs, including CSAT/NPS, SLA compliance, and cost-to-serve
- Drive standardization, automation, and self-service capabilities