Director, Heartist Care, Americas

AccorCorpo • New York, NY

2d • $135,000 - $142,000

About The Position

Lead and continuously improve IT support services for every Accor corporate office in a geographic cluster. 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.

Requirements

• 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).
• 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 and key regional languages.

Responsibilities

• 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 organization as volumes, technologies or skills evolve; partner with T&C on workforce planning and change management.
• 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.
• Monitor KPIs (SLA compliance, CSAT, first-time fix, backlog, cost…) and run regular service reviews.
• Drive automation, self-service and process optimization in line with the global roadmap.
• Maintain accurate, auditable hardware and software inventories across all locations.
• Forecast, order, deploy and retire assets in partnership with Finance and Procurement
• Select, contract and steer local service providers.
• Enforce performance commitments, manage renewals and control costs.
• 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.
• Represent the cluster in Heartist Care working groups; contribute to global initiatives and roadmap definition.
• 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.

Benefits

• Excellent Company benefits including medical, dental, vision, life insurance and 401K Retirement plan.
• Employee benefit card offering discounted rates in Accor worldwide for you and your family.

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Education Level: No Education Listed
• Number of Employees: 5,001-10,000 employees