Director, Heartist Care, Americas

We are worldwide Augmented Hospitality leaders, the best at what we do. Heartists is what we call ourselves, generous, passionate, attentive and free, whether we are welcoming guests, connecting with our peers or serving others.

Our entire Accor estate expands across the world. With over 300,000 experts committed to rejuvenating the hospitality experience we pride ourselves in being the employer of choice, so live limitlessly, come as you are, grow with us, work with purpose and explore the endless opportunities in store.

Lead and continuously improve IT support services for every Accor corporate office in a geographic cluster. 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.

1. People & Organization

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 organization 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 optimization 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, contract 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.

Lead regional teams across countries and time zones, managing language and cultural differences, partly remotely, with a mix of internal and external technicians.

8. Respond swiftly to crises, ensuring alignment and resolution under pressure.

9. Promote continuous improvement in an environment naturally focused on short-term resolution.

10. Foster a strong service culture, empathy and a customer-first mindset.

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).

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 and key regional languages.

• Salary Range: $135,000 - $142,000 USD.

• Excellent Company benefits including medical, dental, vision, life insurance and 401K Retirement plan. 

• Employee benefit card offering discounted rates in Accor worldwide for you and your family.  

All your information will be kept confidential according to EEO guidelines.