IT Service Desk Manager

About the Company 

Accor is the largest Hotel Group in Asia Pacific, offering accommodation options from Economy to Luxury & lifestyle, across 40+ brands, including the Novotel, Sofitel, Ibis, Mercure, Mantra, Pullman & Raffles.

Our Business

Accor Plus is the most expansive travel, dining, and lifestyle loyalty program in Asia Pacific, supporting a paid membership base of over 460,000 smart travelers and lifestyle enthusiasts. Members enjoy 2 free nights each year, 30% off dining at Accor hotels, 15% off their stays globally across 4,600 hotels, automatic ALL Gold status and much more.

About The Team

Spread across Asia Pacific, the IT Service team is the Accor Plus go-to-team for technical know-how, troubleshooting and all things IT support. We enable the business through technical expertise, to support hundreds of Accor Plus employees in Asia Pacific, optimizing the future of our business through technology solutions.

The Role

We are seeking an IT Service Desk Manager, to join our team in either Jakarta or Bangkok, reporting to the Director of IT, who will be based in Australia. This role will lead a team of 5 IT professionals, to maintain high-quality IT support across the Asia-Pacific region. The role contributes significantly to Accor's objective of delivering seamless technological solutions that enhance overall operational efficiency. More specifically, your main responsibilities will include:

• Manage & Lead the Service Desk Team across multiple countries across Asia Pacific
• Oversee IT Systems functionality, ensuring proactive monitoring & maintenance procedures are in place, to help minimize technical disruptions
• Develop & maintain incident & problem management procedures to identify, respond & resolve IT problems  
• Reasonably adhere to Service Level Agreements (SLA) by monitoring the service desk queue & developing strategies and continuous improvement initiatives to meet the SLA
• Manage the Agile project methodology

This is a hands-on role suited for an IT leader, who thrives in working across multiple time zones and is able to identify opportunities for technical innovation.

About You

Our ideal candidate will be a seasoned IT leader, with a passion for using their expertise in helping lead other IT professionals. Other essential, must-have qualities include:

• A minimum of 3 years experience in an IT service management role
• Excellent English communication skills, both written and verbal
• Based in one of our Asian offices (Jakarta or Bangkok) at least 3 days a week (hybrid)
• Experience working or leading a team across different time zones
• Current ITIL4 Framework experience or certification

Additional qualities that are highly regarded (but not required), include familiarity with an AGILE environment and previous exposure to a loyalty subscription business.

Why Us?

Enjoy great benefits with a leader in the Loyalty Membership & Hospitality space.

• Flexible working culture
• Staff discounts at our hotels
• Global business with opportunities for growth across APAC

Our commitment to Diversity & Inclusion

We are an inclusive company, and our ambition is to attract, recruit and promote diverse talent. We offer reasonable adjustments to support you. If you require an adjustment to be made during the recruitment process, you're welcome to let us know.