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!
Here is where your greatest challenge awaits you:
Hotel Care serves as Accor's global support center for our hotel network. We're the go-to team that helps hotels troubleshoot and resolve operational challenges – from IT technical issues to sales system questions, booking platform support, loyalty program assistance, etc. – ensuring smooth daily operations worldwide.
We are looking for an inspiring leader with a teamwork approach, responsible for leading the Process Improvement & Integration team to drive operational excellence across Hotel Care services globally. This role combines strategic leadership with hands-on management to ensure standardized Service Management processes and efficient service delivery to hotels worldwide through a team of dedicated Service and Process Owners.
Your mission:
Lead a team of Process & Service Owners across different service domains
Foster a collaborative teamwork environment and promote cross-functional cooperation
Provide coaching, mentoring, and professional development for team members
Conduct performance management and ensure team objectives are aligned with organizational goals
Facilitate knowledge sharing and best practice exchange across service domains
Define overall ITSM/ESM strategy and framework for Hotel Care
Oversee the standardization of processes (case management, incident management, request management, etc.) across all Hotel Care functions and regions
Ensure integration of new “non-IT” services within Hotel Care processes
Ensure consistent application of ITSM practice standards, processes, and guidelines
Drive continuous improvement initiatives across service delivery operations
Manage Intake and prioritization for any incoming Process Improvement requests
Establish and monitor team-wide KPIs and performance metrics (e.g. Ticket Volume reduction, Perfect Fix %, Escalation Risk %, etc.)
Ensure end-to-end service delivery excellence across all service domains (incl. Transition & Acceptance for newly launched services / applications)
Oversee relationships with third-party service providers and vendors
Monitor overall service performance and customer satisfaction across all domains
Support operational Level 1 and Level 2 Support teams globally
Act as escalation point for complex cross-domain issues
Define, align, drive and report on their department roadmap