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Job Description
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!