Director Hotel Care SDL BPO (M/F/X)

ENNISMORE; Issy-les-Moulineaux; Hybride; EUR 60 000 - 80 000; Plein temps

Résumé du poste

A leading hospitality technology firm in Île-de-France is seeking an experienced professional to implement global support strategies across various teams. This role requires at least 8 years in global support operations, with a focus on vendor governance and ITIL practices. Successful candidates will have strong leadership, communication, and negotiation skills. Fluent French and English are essential. The position offers flexible working options, including remote work.

Prestations

Flexible work options

Hackathons and training programs

Meal vouchers

Health insurance

Sustainable Mobility Package

Qualifications

• Minimum 8 years in global support operations; experience with outsourced models.
• Expertise in ITIL, service delivery, and vendor governance.
• Strong leadership and people management skills.
• Excellent communication and negotiation abilities.

Responsabilités

• Implement the global support strategy across all outsourced centers.
• Manage and develop the operations team for daily performance oversight.
• Govern vendor relationships and ensure contract compliance.
• Monitor KPIs and service levels, providing reports to senior leadership.
• Lead crisis management and major incident resolution.

Connaissances

Leadership

Communication

Negotiation

Fluent in French and English

Description du poste

Company Description

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!

Job Description

Accor Tech & Digital is the innovation and technological transformation lab of the world leader in hospitality.

Our teams, known as Heartists®, bring together the best of hospitality with the best of tech and digital. Our ambition is to provide our customers with personalized, memorable, and sustainable experiences.

Here, we create new ways to travel within each of our 5,500 hotels, connecting closely with our 100 million clients in 110 countries.

Here, we are at the heart of an incredible playground for technological transition and the design of digital products and services for our customers and hotel teams.

Here, your scope will know no boundaries;

So join us and dare to make an impact on the world!

Your mission

• Implement the global support strategy across all outsourced centers and internal teams.
• Manage and develop the operations team to oversee daily performance and issue resolution.
• Govern vendor relationships, including contract compliance, SLA monitoring, and performance reviews.
• Coordinate escalation flows between Level 1 regional centers and Level 2 global support.
• Monitor KPIs and service levels across regions; provide consolidated reporting to senior leadership.
• Improve the overall quality of the support provided.
• Drive process harmonization, knowledge management, and technology alignment across all centers.
• Lead crisis management and major incident resolution involving multiple regions and stakeholders.
• Manage budget and optimize cost structure for outsourced operations.

Qualifications

• Minimum 8 years in global support operations; experience with outsourced models.
• Expertise in ITIL, service delivery, and vendor governance.
• International & operational experience is a plus.
• Strong leadership and people management skills.
• Excellent communication and negotiation abilities.
• Fluent in French and English; additional languages are a plus.

Additional Information

- 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:

• 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.
• An interview with the team manager responsible for the role you are interested in.
• For some roles, you might also be required to complete an assessment (use case and motivation questionnaire).
• 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.
• A personalized feedback.

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