Product Manager (Support Services)

TL;DR

Product Manager (Support Services): Building and managing a global Support Services portfolio for the Microsoft ecosystem, with an accent on defining support tiers, SLAs, and commercial structures. Focus on aligning support with various Microsoft products, driving standardization, and improving key performance indicators.

Location: Bucharest, Romania; London, United Kingdom; Sofia, Bulgaria

Company

hirify.global is a global, AI-powered software and cloud solutions provider with a footprint in over 70 countries and a diverse team of 13,000+ professionals.

What you will do

• Own and manage the global 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 Product Managers.
• Distinguish support from Managed Services and create smooth upgrade paths.
• Maintain runbooks, eligibility rules, and escalation flows with Engineering & Operations teams.
• Track and improve KPIs (FCR, CSAT/NPS, cost per ticket, SLA compliance) and drive standardization, automation, and self-service to reduce cost-to-serve.

Requirements

• 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.

Culture & Benefits

• Empowerment to work across borders and innovate fearlessly.
• Continuous development through world-class learning and development programs.
• A purpose-driven culture where your ideas matter and your growth is supported.
• Commitment to providing an environment of mutual respect and equal employment opportunities.
• Support for applicants requiring reasonable adjustments during the recruitment process.