Support Manager (AI)

Job Description

As a Support Manager, you will play a key role in the organisation, implementation, and continuous improvement of AI systems.
You will act as a central point of coordination between business analysis teams, support teams, AI operations contractors, and innovation stakeholders, ensuring high‑quality AI services, user satisfaction, and operational excellence.

Responsibilities

• Organise, implement, and maintain the support of AI systems and AI service delivery
  
• Coordinate support teams and business analysis teams involved in the delivery of AI services
  
• Elaborate, implement, and continuously improve support and service management processes
• Contribute to information systems (IS) service management, including monitoring and continuous improvement activities
  
• Liaise with project teams, AI operations contractors, and the AI Innovation team
  
• Proactively update, extend, and improve the AI services and service catalogue, including the integration of results and prototypes originating from the AI Innovation team
  
• Coordinate and maintain wiki platforms, collaborative sites, and the AI service catalogue
  
• Draft, maintain, and update service‑related documentation, processes, and supporting artefacts
  
• Ensure effective communication, visibility, and promotion of the AI service catalogue
  
• Manage and follow up user requests, ensuring timely, accurate, and high‑quality responses
  
• Monitor and follow up on service quality and user satisfaction
  
• Provide guidance on the use of AI systems and services,
  
• Manage incidents related to information systems or service delivery, including reporting, analysis, and lessons learned
  
• Design and organise user documentation and communication materials related to AI systems and service delivery
  
• Design, manage, and coordinate training courses and knowledge transfer materials for systems and AI services
  
• Participate in user, service, and project meetings, contributing expert input and coordination support

Technical Skills / Expertise

Mandatory Expertise

• At least 10 years of experience in end‑user assistance and support of information systems
• At least 10 years of experience with wiki platforms, collaborative sites, and service catalogues
• At least 10 years of experience in reporting and professional drafting
• Good knowledge of ITIL principles (minimum 5 years)
• At least 5 years of experience with Confluence, Jira, SharePoint, or equivalent tools
• At least 5 years of hands‑on experience with advanced AI solutions, including:
  • Natural Language Processing (NLP)
  • Large Language Models (LLMs)
  • Data mining
  • Advanced visual analytics and business intelligence
  • Linked data, knowledge graphs, semantic interoperability

Profile

• Proven ability to manage complex service ecosystems and multiple stakeholders
• Strong organisational and coordination skills
• Excellent analytical, communication, and problem‑solving capabilities
• Strong service‑oriented mindset with a focus on quality and user satisfaction
• Excellent written and spoken English

Why Cronos Group?

We’ll propose you:

• An attractive and competitive salary package
• A healthy work‑life balance within a supportive environment
• The opportunity to work with cutting‑edge technologies in an entrepreneurial spirit
• Continuous professional development through tailor‑made training programmes aligned with your needs
• A stimulating role in a friendly, people‑oriented workplace

If you wish to join a dynamic organisation on a human scale, while contributing to innovative AI services within the European public sector, don’t wait anymore and join Cronos Group!