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 highquality 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 servicerelated 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 highquality 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 enduser 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 handson 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 problemsolving capabilities
• Strong serviceoriented mindset with a focus on quality and user satisfaction
• Excellent written and spoken English

Why Cronos Group

Well propose you:

• An attractive and competitive salary package
• A healthy worklife balance within a supportive environment
• The opportunity to work with cuttingedge technologies in an entrepreneurial spirit
• Continuous professional development through tailormade training programmes aligned with your needs
• A stimulating role in a friendly peopleoriented workplace

If you wish to join a dynamic organisation on a human scale while contributing to innovative AI services within the European public sector dont wait anymore and join Cronos Group!