HQ IT Support Manager (F,M,X)

Accor Tech & Digital is the power engine of Accor technology, digital business and transformation. Our 5,000 talents are committed to deliver the best tech and digital experiences to our guests, hotels and staff across 110 countries and to shape the future of hospitality. 

Accor Tech & Digital, jobs in the tech field where intelligence is above all human! 

Here is where your greatest challenge awaits you: 

Lead and continuously improve IT support services for every Accor corporate office in UK, Germany, Switzerland, Austria, Poland and Romania. Take full ownership of day-to-day operations, people, providers, assets and service quality, while championing the global Heartist Care roadmap and fostering a strong service culture.

Your missions: 

Key accountabilities:

1. People & Organisation

• Recruit, assess, develop and coach local support teams, mixing internal employees and external consultants.
• Promote a strong service culture within the team, combining technical rigour with empathy, reactivity and a positive employee experience.
• Adapt the organisation as volumes, technologies or skills evolve; partner with T&C on workforce planning and change management.

2. Service Operations

• Own incident, request-fulfilment and escalation processes for all offices in the cluster, meeting or exceeding SLAs and employee satisfaction targets.
• Track and resolve recurring pain points; share lessons learned with the global Heartist Care community.

3. Performance & Continuous Improvement

• Monitor KPIs (SLA compliance, CSAT, first-time fix, backlog, cost…) and run regular service reviews.
• Drive automation, self-service and process optimisation in line with the global roadmap.

4. Asset & Inventory Management

• Maintain accurate, auditable hardware and software inventories across all locations.
• Forecast, order, deploy and retire assets in partnership with Finance and Procurement

5. Provider & Vendor Management

• Select, contract and steer local service providers.
• Enforce performance commitments, manage renewals and control costs.

6. Collaboration & Stakeholder

• Act as the single point of contact for regional leaders, Tech for Hotels / CTS, and other functions (T&C, Finance, etc.).
• Escalate conflicting priorities promptly, seek arbitration when needed, and balance global standards with local realities.

7. Global Contribution

• Represent the cluster in Heartist Care working groups; contribute to global initiatives and roadmap definition.

Key interactions:

• Internally: Regional leaders, Tech for Hotels / CTS, T&C, Finance, Procurement, Facility Management, Cybersecurity, Network, Digital Workplace, etc.
• Externally: Local service providers, consultants

Main complexity: 

• Lead regional teams across countries and time zones, managing language and cultural differences, partly remotely, with a mix of internal and external technicians.
• Respond swiftly to crises, ensuring alignment and resolution under pressure.
• Promote continuous improvement in an environment naturally focused on short-term resolution.
• Foster a strong service culture, empathy and a customer-first mindset.

And you? 

Typical background: 

• Solid experience in IT support or service management roles within multi-site or international environments.
• Experience building or reinforcing a culture of service and accountability across diverse teams.
• Demonstrated success in hiring, leading and developing distributed teams (face-to-face & remote).

Competencies:

• Solid grasp of ITSM practices, workplace technologies and asset-lifecycle management.
• Analytical, data-driven and comfortable owning a P&L / budget.
• Excellent stakeholder-management skills; able to mediate between global directions and local constraints.
• Fluent in English; one of key regional languages is a plus

Accor dares to impact:  

- the world   

• Accor is committed to the world around us, with a strong employer culture focused on the development of our 300,000 talents.  

• We adopt a continuous improvement approach to reduce the impact of digital on the environment across all our projects. 

- your career:   

• We enable all our employees to manage their work-life balance and offer them the means to shape their work environment according to their preferences.  

• Training and career paths are defined both individually and collectively, allowing us to grow together on a daily basis.  

- Specifically, at Accor Tech & Digital: 

• Remote work in France and flexible work options: work from home, our offices or even our hotels and coworking spaces. 

• Every Wednesday afternoon, dedicate your time to deep work and personal development. 

• Work in a multicultural and English-speaking environment. 

• Continuous improvement & training: Hackathons, exceptional technology partnerships, dedicated talent management, and a dedicated training platform, Digitech Academy & certifications. 

and also, 

• ALL - Heartist® Program: unforgettable stays and experiences at all Accor locations and partner venues worldwide.  

• Heartist® for Good Program: commit to supporting an association of your choice from those available on our volunteering platform (1 day offered per year by the Group during your working hours).  

• An Employee Social Committee (CSE) supporting the financing of your cultural and sports activities.  

• Sustainable Mobility Package up to €600 for the use of "green" transportation, or 75% coverage of Pass Navigo (public transportation pass).  

• €10 meal vouchers.  

• A mandatory health insurance plan funded at 50% by Accor without additional costs in case of enrollment of your dependents.  

• Attractive working conditions with collaborative workspaces, restaurants, and recreational and sports areas. 

Your talent and motivation are our only selection criteria. 

We value the richness of the diverse nationalities, personalities, and professional backgrounds. 

We know how to adapt to the specific needs of our employees, including those with disabilities. 
We encourage all applications, regardless of gender, so go ahead and apply! 

Recruitment is all about people!    

Is this mission appealing to you? Apply, and we will offer you:  

1. A meeting with our recruitment team to present the essential aspects of the position to you or guide you towards the role that may suit you.  

2. An interview with the team manager responsible for the role you are interested in.   

3. For some roles, you might also be required to complete an assessment (use case and motivation questionnaire.  

4. A final interview with our Human Resources team to discuss our Group's culture, work environment, training program, career prospects, as well as various benefits offered by the Group.  

5. A personalized feedback.  

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