Director, Heartist Care

AccorCorpo•New York, NY

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.