Jobs, fresher vacancy - HQ IT Support Manager (F,M,X) • UK

Company: AccorCorpo

UK

Job DescriptionHere is where your greatest challenge awaits you: Lead and continuously improve IT support services for every Accor corporate office in UK, Germany, Switzerland, Austria, Poland and Romania. 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.Your missions: Key accountabilities:1. People & OrganisationRecruit, 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 organisation as volumes, technologies or skills evolve; partner with T&C on workforce planning and change management.2. Service OperationsOwn 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 ImprovementMonitor KPIs (SLA compliance, CSAT, first-time fix, backlog, cost…) and run regular service reviews.Drive automation, self-service and process optimisation in line with the global roadmap.4. Asset & Inventory ManagementMaintain accurate, auditable hardware and software inventories across all locations.Forecast, order, deploy and retire assets in partnership with Finance and Procurement5. Provider & Vendor ManagementSelect, contract and steer local service providers.Enforce performance commitments, manage renewals and control costs.6. Collaboration & StakeholderAct 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 ContributionRepresent the cluster in Heartist Care working groups; contribute to global initiatives and roadmap definition.Key interactions:Internally: Regional leaders, Tech for Hotels / CTS, T&C, Finance, Procurement, Facility Management, Cybersecurity, Network, Digital Workplace, etc.Externally: Local service providers, consultantsMain complexity: Lead regional teams across countries and time zones, managing language and cultural differences, partly remotely, with a mix of internal and external technicians.Respond swiftly to crises, ensuring alignment and resolution under pressure.Promote continuous improvement in an environment naturally focused on short-term resolution.Foster a strong service culture, empathy and a customer-first mindset.