Support Manager (AI)

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
• Liaise with project teams, AI operations contractors, and the AI Innovation team
• Proactively update and improve the AI services and service catalogue
• Manage and follow up on user requests, service quality, and user satisfaction
• Manage incidents related to information systems or service delivery
• Design and organise user documentation, training courses, and knowledge transfer materials

Requirements

• 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
• Minimum 5 years of knowledge of ITIL principles
• 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 (NLP, LLMs, Data mining, Visual analytics, Knowledge graphs)
• Excellent written and spoken English

Benefits

• Attractive and competitive salary package
• Healthy work-life balance
• Opportunity to work with cutting-edge technologies
• Continuous professional development and tailor-made training
• Stimulating role in a friendly, people-oriented workplace

About the Company

Cronos Group is a dynamic organisation contributing to innovative AI services within the European public sector.