IT Service Delivery Lead – Fixed-Term (6 months)

About the role

This six‑month fixed‑term position oversees day‑to‑day IT service operations for Accor’s MEA organization in Dubai. You will lead a small support team, manage stakeholder relationships and ensure operational continuity across the region.

Key responsibilities

• Lead and support a team of two IT Support Specialists, ensuring high‑quality end‑user services and adherence to service level agreements.
• Resolve incidents, service requests and technical issues promptly, tracking recurring problems and sharing lessons with the global Heartist Care community.
• Partner with HR, Finance, Facilities and other departments to meet their technology needs and coordinate regional projects.
• Manage corporate IT assets throughout their lifecycle, from procurement to disposal, maintaining accurate inventory and compliance.
• Oversee vendor relationships, monitor SLA performance, and handle contract renewals and cost‑control initiatives.

Required profile

• 5‑7 years of experience in IT support, service delivery or operations management.
• Previous experience in a multinational hospitality environment is strongly preferred.
• Bachelor’s degree in IT or Computer Science.
• ITIL certification.
• Proven stakeholder engagement and vendor management skills.

Required skills

• ITIL framework and certification.
• IT Service Management (ITSM) principles and best practices.
• IT asset management and lifecycle processes.
• Procurement and technology budgeting.
• Vendor management and SLA monitoring.