EMEA Service Experience & Automation Specialist (m/f/d)

Linde plc; Porto, Lisboa; Hybrid; EUR 65,000 - 90,000; Full time

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.

Skills

Service management

Service delivery

Digital workplace

Service transformation

AI/Automation

Self-service

ITIL

Data analytics

Stakeholder communication

Education

Bachelor's degree

Job description

EMEA Service Experience & Automation Specialist (m/f/d)

Porto or Lisbon, Portugal | req34078

What you will enjoy doing

• As the key driver of service excellence across Europe, the Middle East, and Africa, you lead the governance of Service Desk operations and ensure high-quality service delivery, strong vendor performance, and compliance with agreed service levels
• Through regular performance reviews, meaningful key performance indicators, and continuous improvement initiatives, you create transparency, accountability, and measurable improvements in user satisfaction
• You shape and execute the regional roadmap for artificial intelligence, automation, and self-service capabilities, enabling more efficient support processes and reducing manual activities through innovative digital solutions
• By leveraging user feedback, service analytics, and operational insights, you continuously enhance the employee support experience and help create a workplace where technology enables productivity and engagement
• Furthermore, you lead strategic service transformation initiatives across the region, driving harmonization, process standardization, and digital workplace improvements in close collaboration with business stakeholders, information technology teams, and external partners
• To support sustainable operational excellence, you analyze service trends, establish meaningful performance metrics, and ensure that lessons learned are translated into long-term improvements and business value

What makes you great

• You hold a bachelor's degree in Information Technology, Business Information Systems, Engineering, or a comparable discipline and bring several years of experience in service management, service delivery, digital workplace, or service transformation environments
• Proven expertise in managing Service Desk providers enables you to successfully drive governance, service quality, operational performance, and continuous improvement initiatives
• In addition, you have gained practical experience in implementing artificial intelligence, automation, self-service, or digital transformation initiatives within complex enterprise environments
• A solid understanding of Information Technology Infrastructure Library principles and enterprise service management platforms allows you to navigate service management challenges with confidence
• Strong analytical capabilities help you translate data, performance indicators, and user feedback into actionable improvements and informed decisions
• Just as importantly, you communicate effectively with diverse stakeholders, collaborate successfully across international teams, and foster trust while driving change and innovation

Why you will love working with us

At Linde we identify ourselves with our products – either working for the technical or medical gases business. Being a company with a long tradition in the gases business, we not only care about our customers and high quality products, but most importantly about our employees. While working with us, expect a safe workplace, high safety standards and a true commitment from our managers to safety.

What we offer you!

At Linde, the sky is not the limit. If you’re looking to build a career where your work reaches beyond your job description and betters the people with whom you work, the communities we serve, and the world in which we all live, at Linde, your opportunities are limitless. Be Linde. Be Limitless. This role is a full time position based on an unlimited contract.

Any designations used of course apply to persons of all genders. The form of speech used here is for simplicity only. Linde acts responsibly towards its shareholders, business partners, employees, society and the environment in every one of its business areas, regions and locations across the globe. The company is committed to technologies and products that unite the goals of customer value and sustainable development.