IT Service Delivery Hero (Fixed-Term)

Company Description

Accor is a global leader in hospitality, committed to excellence, integrity, and strong governance across all its operations. We prioritize diversity, innovation, and ethical business practices, offering employees the opportunity to contribute to a transparent and well-controlled organization. At Accor, we support your growth and learning every day, ensuring that work brings purpose to your life. Join us to help strengthen governance and risk management across one of the world’s leading hospitality groups.

Job Description

This role, for a duration of six months, will be responsible for overseeing day-to-day IT service operations, leading the local support team, managing stakeholder relationships, and ensuring the delivery of operational continuity across the Accor MEA organization.

The successful candidate will act as a key liaison between local teams, regional technology functions, and global stakeholders while contributing to continuous improvement initiatives and ensuring alignment within Accor's established governance frameworks and initiatives.

IT Service Operations

• Lead, manage and support the team of two IT Support Specialists, ensuring delivery of high-quality end-user services and adherence to agreed service levels.
• Ensure timely resolution of incidents, service requests, and technical issues.
• Track and resolve recurring pain points and share lessons learned with the global Heartist Care community
• Partner with HR, Finance, Facilities, and other departments to support their operational technology needs.
• Coordinate with MEAIT regional country directors to support global projects and initiatives
• Manage internal communications regarding IT policy changes, updates and system announcements

Executive Stakeholder Support and Integrity

• Supporting senior leadership and executive stakeholders in a fast-paced corporate environment.
• Exercise sound judgment when handling sensitive issues, confidential requests, and business-critical incidents.
• Ensure strict compliance with company information security, data privacy, and governance policies.
• Act as a trusted custodian of company technology assets, maintaining appropriate access controls to safeguard equipment, systems, and information.

Asset & Inventory Management

• Accountable for the governance and responsible management of corporate IT assets, ensuring strong controls, budget compliance, inventory accuracy, and full lifecycle management to mitigate financial, operational, and security risks.
• Ensure all technology assets are procured, assigned, utilized, and recorded in accordance with approved business requirements, budget allocations, and security standards and established asset management processes, minimizing the risk of loss, misuse, unauthorized access or unnecessary expenditure.
• Manage the full lifecycle of IT assets, including procurement, deployment, upgrades, transfers, disposals, and inventory reconciliation for internal/ external audit compliance.
• Manage asset lifecycle documentation for device upgrades, purchases, handovers, disposals, and equipment removals, ensuring inventory records are accurately maintained and updated to Finance and P&C departments

Provider & Vendor Management

• Manage relationships with technology vendors, service providers, and telecommunications partners and monitor vendor performance against agreed SLAs
• Coordinate contract renewals, procurement activities, and cost-control initiatives with partners.
• Support payment processing and follow-up activities for technology-related invoices and services.
• Handle external vendor relations through KYC documentation, RFP participation and maintain existing strong vendor relationships

Business Continuity

• Ensure continuity of IT operations, services, and ongoing projects through effective documentation, knowledge management, and stakeholder communication.
• Maintain operational stability by adhering to established processes, governance requirements, and service standards.
• Quickly establish effective working relationships with key regional and global stakeholders to ensure seamless continuity of service throughout the assignment.
• Maintain documentation of operational processes, ongoing initiatives, key stakeholder requirements, and critical decisions to ensure seamless handover and knowledge transfer before and after the assignment.

Collaboration & Stakeholder Relations

• Serve as the primary IT contact for corporate leaders, Tech for Hotels / CTS, and other business functions
• Build strong partnerships with internal stakeholders to ensure technology services align with business needs.
• Escalate and resolve conflicting priorities in a timely and professional manner while balancing global standards with local operational requirements.

Global Projects and Continuous Improvement

• Represent the MEA region in global Heartist Care working groups and provide operational input to global initiatives and roadmap activities
• Support the implementation of automation, self-service capabilities, and operational efficiencies.
• Monitor and report on key service metrics including SLA performance, customer satisfaction, first-contact resolution, backlog management, and operational effectiveness.

Administration & Compliance

• Manage regulatory and administrative requirements including authorization letters, NOCs, inter-entity transfers, and related documentation.
• Update and maintain IT policies, user guides, and procedural documentation for head office users
• Ensure compliance with company policies, audit controls, security requirements, and governance standards.
• Oversee user access management processes, ensuring timely onboarding, role modifications, and offboarding in accordance with company security standards and approval workflows.
• Support internal and external audits by maintaining accurate records, documentation, and evidence of compliance with established processes and controls.

Qualifications

• Minimum 5-7 years of experience in managing IT support, service delivery, or IT operations management.
• Previous experience within a multinational hospitality organization operating across regional and global structures is strongly preferred.
• Bachelor's Degree in Information Technology / Computer Science
• ITIL certification
• Strong experience in stakeholder engagement, vendor management, and cross-functional collaboration.
• Knowledge of IT Service Management (ITSM) principles & service delivery best practices.
• Experience managing IT assets, procurement processes, and technology budgets.
• Excellent communication and interpersonal skills.
• Familiarity with Accor technology standards, governance frameworks and familiarity with regional stakeholders would be a significant advantage.
• Fluent English communication skills; additional regional language capabilities are considered an asset.

Additional Information

Our commitment to Diversity & Inclusion:
We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.

Why Join Us?

• Be part of a global hospitality leader committed to innovation and excellence.
• Drive impactful projects that shape customer experiences
• Work in a dynamic, multicultural environment with opportunities for growth.