Director of IT Service Operations, Pacific

Accor is a world leader in the hotel industry, present in 110 countries, with more than 5,500 hotels and 10,000 restaurants and bars. The group deploys an integrated hotel ecosystem that is among the most diversified in the sector, notably associating luxury and high-end brands, mid-range and economic offers, exclusive lifestyle concepts, venues for shows and entertainment, clubs, restaurants and bars, private residences, shared accommodation, Qantas Lounges, concierge services and co-working spaces. Accor has a portfolio of incomparable brands, led by more than 300,000 employees around the world.

An exciting opportunity is available for a Director of IT Service Operations to lead and continuously enhance IT support services across Accor’s corporate offices in the Pacific. This role is responsible for balancing global standards with local business needs, with full accountability for day-to-day operations, people leadership, service providers, assets, and service quality. The position also plays a key role in driving the global service roadmap and fostering a strong, customer-focused service culture.

Getting to know the role and your responsibilities 

• Lead, develop and support a high-performing IT support team, fostering a strong service culture that balances technical excellence with a positive employee experience.
• Oversee end to end IT service operations across the region, ensuring strong performance against service levels and employee experience targets.
• Drive continuous improvement through KPI monitoring, automation, and process optimisation.
• Manage assets, vendors, and service providers to ensure cost effective and reliable delivery.
• Act as a key point of contact for stakeholders, balancing regional needs with global standards and contributing to broader technology initiatives.

What we need from you

• Minimum 10 years’ experience in IT support or service management, including significant time in senior leadership roles.
• Proven experience building and fostering a strong service culture and accountability across diverse, multi-site or international environments.
• Strong knowledge of ITSM practices, workplace technologies and asset lifecycle management.
• Analytical and data-driven, with experience managing regional budgets and P&L responsibility.
• Excellent communication and stakeholder management skills, with the ability to navigate and balance global direction with local business needs.

We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.

Suitably experienced and qualified applicants who currently have full working rights in Australia will only be considered.

Candidate screening and interviews may be conducted prior to the closing date of the advertisement. Accor reserves the right to close applications for the position prior to the advertised date. We encourage you to submit your application as soon as possible.