EMEA Service Experience & Automation Lead

Linde Europe; Porto; On-site; EUR 50,000 - 72,000; Full time

Job summary

Linde Portugal, LDA in Porto or Lisbon seeks an EMEA Service Experience & Automation Specialist to drive governance of the Service Desk and ensure high-quality delivery across EMEA. You will guide AI, automation, and self-service initiatives, shaping a regional roadmap while partnering with IT and external vendors.

Strong KPI focus and cross-functional collaboration are essential. You will lead service transformation efforts, analyze trends, and translate insights into sustainable improvements

Qualifications

• Bachelor's degree in IT, information systems, engineering or a related field.
• Several years of experience in service management, service delivery, digital workplace, or service transformation.
• Proven expertise in governing Service Desk providers and driving governance and performance.
• Experience implementing AI, automation, self-service, or digital transformation in complex environments.
• Solid ITIL understanding and experience with enterprise service management platforms.

Responsibilities

• Lead governance of Service Desk operations across Europe, the Middle East & Africa with SLAs and strong vendor performance.
• Perform regular reviews, establish KPIs, and drive continuous improvements in user satisfaction.
• Shape and execute the regional roadmap for AI, automation, and self-service to improve support processes.
• Leverage feedback and analytics to enhance the employee support experience and productivity.
• Lead strategic service transformation initiatives with stakeholders and IT partners.
• Analyze service trends and ensure lessons learned translate into long-term business value.

Skills

Service governance

Service Desk management

Vendor performance

SLAs & service levels

Performance metrics / KPIs

AI & automation roadmap

Self-service initiatives

Stakeholder communication

Cross-functional collaboration

Change management

Education

Bachelor's degree in IT / Information Systems / Engineering

Tools

ITIL

Enterprise Service Management platforms

Job description

Linde Portugal, LDA in Porto or Lisbon seeks an EMEA Service Experience & Automation Specialist to drive governance of the Service Desk and ensure high-quality delivery across EMEA. You will guide AI, automation, and self-service initiatives, shaping a regional roadmap while partnering with IT and external vendors.

Strong KPI focus and cross-functional collaboration are essential. You will lead service transformation efforts, analyze trends, and translate insights into sustainable improvements