Director of IT Service Operations, Pacific

Accor; Gold Coast City; On-site; AUD 180,000 - 280,000; Full time

Job summary

Accor is seeking a Director of IT Service Operations, Pacific, to lead and continuously enhance IT support across corporate offices in the Pacific region. You will balance global standards with local business needs, own day-to-day operations, people leadership, assets, and service quality, and contribute to the global service roadmap as a customer-focused leader.

With 10+ years in IT service management and proven executive experience, you will drive KPI-driven improvements, manage vendors and

Qualifications

• Minimum 10 years’ experience in IT support or service management, including significant time in senior leadership roles.
• Proven experience building and fostering a strong service culture across multi-site or international environments.
• Strong knowledge of ITSM practices and asset lifecycle management.
• Experience managing regional budgets and P&L responsibilities.
• Excellent communication and stakeholder management skills balancing global direction with local needs.

Responsibilities

• Lead, develop and support a high-performing IT service operations team.
• Oversee end-to-end IT service operations across the region, with SLAs and employee experience targets.
• Drive continuous improvement through KPI monitoring, automation and process optimisation.
• Manage assets, vendors and service providers to ensure cost-effective delivery.
• Act as key liaison for stakeholders balancing regional needs with global standards.

Skills

ITSM leadership

Budget management

Stakeholder management

Strategic planning

Team leadership

Job description

Director of IT Service Operations, Pacific

Join the Accor Group, an ecosystem of over 5,500 hotels, 10,000 restaurants, and lifestyle destinations, in 110 countries.

As one of our 5,000+ Corporate Heartists®, come pursue your passion to the vibrant rhythm of the hospitality industry.

With us, your personality is valued, your opportunities for growth know no boundaries. Every action you take can have a positive and memorable impact on the experience of our customers, your colleagues, and also, on the planet, contributing to pioneering the art of responsible hospitality.

Become a Heartist®, and let your heart guide you into a world where life pulses with passion.

Job Description

An exciting opportunity is available for a Director of IT Service Operations to lead and continuously enhance IT support services across Accor’s corporate offices in the Pacific. This role is responsible for balancing global standards with local business needs, with full accountability for day-to-day operations, people leadership, service providers, assets, and service quality. The position also plays a key role in driving the global service roadmap and fostering a strong, customer-focused service culture.

Getting to know the role and your responsibilities

• Lead, develop and support a high-performing IT support team, fostering a strong service culture that balances technical excellence with a positive employee experience.
• Oversee end to end IT service operations across the region, ensuring strong performance against service levels and employee experience targets.
• Drive continuous improvement through KPI monitoring, automation, and process optimisation.
• Manage assets, vendors, and service providers to ensure cost effective and reliable delivery.
• Act as a key point of contact for stakeholders, balancing regional needs with global standards and contributing to broader technology initiatives.

Qualifications

What we need from you

• Minimum 10 years’ experience in IT support or service management, including significant time in senior leadership roles.
• Proven experience building and fostering a strong service culture and accountability across diverse, multi-site or international environments.
• Strong knowledge of ITSM practices, workplace technologies and asset lifecycle management.
• Analytical and data-driven, with experience managing regional budgets and P&L responsibility.
• Excellent communication and stakeholder management skills, with the ability to navigate and balance global direction with local business needs.

Additional Information

We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.

Suitably experienced and qualified applicants who currently have full working rights in Australia will only be considered.

Candidate screening and interviews may be conducted prior to the closing date of the advertisement. Accor reserves the right to close applications for the position prior to the advertised date. We encourage you to submit your application as soon as possible.