Product Manager (Cloud)

TL;DR

Product Manager (Cloud): Managing a global Support Services portfolio, ensuring offers are trusted by customers, loved by sales teams, and flawlessly delivered by operations, with an accent on aligning support with Azure, Security, Workplace, Data & AI, CSP, Bundles, and Managed Services. Focus on standardisation, automation, and self-service to reduce cost-to-serve and improve KPIs.

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 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).

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

• Empower teams to work across borders.
• Continuous development of skills through world-class learning and development programs.
• Purpose-driven culture where your ideas matter.
• Growth is supported.
• Career can go global.