Cronos Europa - 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 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 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 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! Cronos Europa is an IT and digital communications company uniquely dedicated to serving the European institutions, agencies and bodies. From the European Union to EUROCONTROL, we partner with a range of supranational and interinstitutional authorities. Our mission is to arm them with the tools they need to thrive in the digital age. Every aspect of our organisation is designed to complement their capabilities - from our people to our processes and our premises. Our brand combines the expertise of former companies Cronos International and C-Dev, with the creative skills of Inspiiro and the breadth of capabilities of the Cronos Group. Today, Cronos Europa employs over 1,000 people in offices across Belgium, Luxembourg and the Netherlands, serving institutions across diverse framework contracts. Cronos Europa is part of the Cronos Group, one of the largest IT service providers in the Benelux, employing over 8,000 people across 200 competence centres. By leveraging the Group's resources, Cronos Europa can help clients extract value from new and emerging technologies, for everything from Artificial intelligence to Zg Quantum.