Director of IT Service Operations, Pacific

About the role

Accor is looking for a Director of IT Service Operations to lead and continuously improve IT support services across its corporate offices in the Pacific. The role balances global standards with local business needs and carries full accountability for day-to-day operations, people leadership, service providers, assets and service quality. It also helps drive the global service roadmap and build a strong, customer-focused service culture.

Key responsibilities

• Lead, develop and support a high-performing IT support team, fostering a 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.

Required profile

• Minimum 10 years' experience in IT support or service management, including significant time in senior leadership roles.
• Proven experience building a strong service culture and accountability across diverse, multi-site or international environments.
• Analytical and data-driven, with experience managing regional budgets and P&L responsibility.
• Excellent communication and stakeholder management skills, able to balance global direction with local business needs.
• Full working rights in Australia; candidates without them will not be considered.

Required skills

• Strong knowledge of ITSM practices, workplace technologies and asset lifecycle management.
• KPI monitoring and process optimisation.