EMEA Service Experience & Automation Lead

Linde plc

Porto, Lisboa

Hybrid

EUR 65,000 - 90,000

Full time

3 days ago

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Job summary

Linde plc is seeking an EMEA Service Experience & Automation Specialist to drive governance of Service Desk operations across Europe, the Middle East, and Africa, ensuring high-quality service delivery and vendor performance. You will lead AI and automation initiatives, improve self-service capabilities, and work with international teams to standardize processes and deliver measurable improvements.

Qualified candidates will bring several years of service management and digital transformation

Qualifications

Bachelor's degree in information technology, business information systems, engineering, or related field.
Experience in service management, service delivery, digital workplace, or service transformation environments.
Proven governance of Service Desk providers and performance management.
Experience implementing AI, automation, self-service or digital transformation in complex settings.
Strong understanding of ITIL and enterprise service management platforms.
Analytical skills to translate data into improvements and decisions.
Effective communication across international teams and stakeholders.

Responsibilities

Lead governance of Service Desk operations across EMEA with focus on service quality and SLA adherence.
Drive performance reviews, KPIs, and continuous improvements to enhance user satisfaction.
Shape and execute regional AI, automation, and self-service roadmaps for efficient support processes.
Collaborate with IT, business stakeholders, and partners to harmonize processes and digital workplace improvements.
Analyze trends and translate lessons learned into long-term value for the business.