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HQ IT Support Manager (F,M,X)

AccorCorpo

Greater London

On-site

GBP 60,000 - 80,000

Full time

Today

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Job summary

A multinational hospitality group is seeking an experienced IT Operations Lead to enhance IT support for corporate offices across Europe. Responsibilities include managing teams, improving service quality, and ensuring compliance with performance metrics. The successful candidate will need solid experience in IT support and service management, with proven skills in stakeholder engagement and team development. This role requires strong analytical capabilities and fluency in English, with additional languages beneficial. Competitive benefits and a multicultural work environment are offered.

Benefits

Remote work options

Continuous training opportunities

Meal vouchers

Health insurance

Sustainable mobility package

Employee Social Committee support

Qualifications

Solid experience in IT support or service management roles in international environments.
Experience in hiring and developing distributed teams.
Strong grasp of ITSM practices and workplace technologies.

Responsibilities

Lead IT support services for multiple countries.
Promote a strong service culture among teams.
Monitor KPIs and drive continuous improvement.

Skills

People management

IT support

Service management

Stakeholder management

Analytical skills

Fluent in English

Here is where your greatest challenge awaits you :

Lead and continuously improve IT support services for every Accor corporate office in UK, Germany, Switzerland, Austria, Poland and Romania. 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.

Your missions :

Key accountabilities :

1. People & Organisation

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 organisation as volumes, technologies or skills evolve; partner with T&C on workforce planning and change management.

2. Service Operations

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.

3. Performance & Continuous Improvement

Monitor KPIs (SLA compliance, CSAT, first‑time fix, backlog, cost) and run regular service reviews.
Drive automation, self‑service and process optimisation in line with the global roadmap.

4. Asset & Inventory Management

Maintain accurate, auditable hardware and software inventories across all locations.
Forecast order, deploy and retire assets in partnership with Finance and Procurement.

5. Provider & Vendor Management

Select contracts and steer local service providers.
Enforce performance commitments, manage renewals and control costs.

6. Collaboration & Stakeholder

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.

7. Global Contribution

Represent the cluster in Heartist Care working groups; contribute to global initiatives and roadmap definition.

Key interactions :

Internally : Regional leaders, Tech for Hotels / CTS, T&C, Finance, Procurement, Facility Management, Cybersecurity, Network, Digital Workplace, etc.
Externally : Local service providers, consultants.

Main complexity :

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.

Qualifications :

Typical background :

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).

Competencies :

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; one of the key regional languages is a plus.

Additional Information :

the world
your career :
Specifically at Accor Tech & Digital :

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.

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 Groups culture, work environment, training program, career prospects as well as various benefits offered by the Group.

A personalized feedback.

#accortechdigital

Remote Work : No

Employment Type : Full‑time

Key Skills