Director, Process Improvement & Integration - M/F/X

Accor Tech & Digital is the power engine of Accor technology, digital business and transformation. Our 5,000 talents are committed to deliver the best tech and digital experiences to our guests, hotels and staff across 110 countries and to shape the future of hospitality. 

Accor Tech & Digital, jobs in the tech field where intelligence is above all human! 

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: 

• Leadership & Team Management:

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

 

• Strategic Process Management:

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.)

 

• Service Excellence Oversight:

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

 

• Stakeholder Management:

Define, align, drive and report on their department roadmap

And you? 

• Master’s degree in Engineering (relevant field or equivalent experience)
• 10+ years experience in service management and/or process improvement
• 5-10y experience managing global teams
• Experience working with global teams and third-party vendors
• Knowledge of hospitality industry systems and processes preferred
• Strong analytical and problem-solving skills
• Action-oriented with willingness to challenge the status quo
• Excellent communication and stakeholder management/influencing abilities
• ITIL certification preferred
• Proven ability to innovate and drive continuous improvement
• Global team leadership
• French and English, with additional languages a plus

Accor dares to impact: 

- the world  

• 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.

- your career:  

• We enable all our employees to manage their work-life balance and offer them the means to shape their work environment according to their preferences. 
• Training and career paths are defined both individually and collectively, allowing us to grow together on a daily basis. 

- Specifically, at Accor Tech & Digital:

• Remote work available several days per week from France, with flexible work options: work from home, from our offices, or even from our hotels and coworking spaces through Worklib.
• 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, certifications and a dedicated learning platform.

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 for the use of eco-friendly transportation or access to a company bike program in partnership with Zenride.
• Coverage of urban public transport subscriptions between home and workplace, in accordance with the rates set by French law “Loi Finance”.
• €11 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 areas as well as wellness and sports facilities, on-site or through Gymlib.

Your talent and motivation are our only selection criteria.

We value the richness of 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 Group's culture, work environment, training program, career prospects, as well as various benefits offered by the Group. 
• A personalized feedback. 

#accortechdigital