Support Manager (AI)

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!