обновлено 19 дней назад
Product Manager - Support Services
Вакансия из Hirify Global, списка международных tech-компанийДля мэтча и отклика нужен Plus
Мэтч & Сопровод
Для мэтча с этой вакансией нужен Plus
Описание вакансии
Текст:
TL;DR
Product Manager - Support Services (Microsoft Support): Building and managing a global support services portfolio covering tiers, SLAs, entitlements, and commercial structures with an accent on Microsoft ecosystem alignment, operational consistency, and customer experience. Focus on standardising support, automating service delivery, improving self-service, and optimizing KPIs such as FCR, CSAT/NPS, cost per ticket, and SLA compliance.
Location: Bucharest, Romania; London, United Kingdom; Sofia, Bulgaria; Warsaw, Poland
Company
is a global software and cloud solutions provider with a presence in more than 70 countries and over 13,000 professionals.
What you will do
- Own the global Support Services catalog, including support tiers, response times, scope, and SLAs.
- Align support offerings with CSP plans, billing, bundles, Azure, Security, Workplace, Data & AI, and Managed Services.
- Define entitlements, escalation paths, eligibility rules, and upgrade paths with product, engineering, and operations teams.
- Maintain runbooks and escalation flows to support consistent and predictable service delivery.
- Track and improve FCR, CSAT/NPS, cost per ticket, and SLA compliance.
- Drive standardisation, automation, and self-service to reduce cost-to-serve.
Requirements
- Strong Product Management experience, ideally in support or operations management within IT Services.
- Knowledge of ITIL fundamentals and Microsoft support models.
- Ability to balance operational and business priorities, including SLAs, costs, and contracts.
- Proactive and collaborative approach to working with global teams and stakeholders.
Culture & Benefits
- Work in a global, cross-border environment with teams across more than 70 countries.
- Access to learning and development programs.
- Inclusive workplace with reasonable accommodations available throughout the recruitment process.
- Purpose-driven culture focused on innovation, professional growth, and meaningful client relationships.
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