About this role
Director, Program Management - Hospitality Client Portfolio1
Key responsibilities
Portfolio financial management
- Own the portfolio P&L: revenue, gross margin, forecast accuracy, billing and collections.
- Monitor utilization, burn, rate realization and change-order discipline; act early on margin erosion.
- Manage SOWs, contract renewals, rate cards and commercial terms with Legal and Finance.
- Report portfolio health to internal leadership and the client monthly and quarterly.
Account growth
- Work closely with the Client Partner (CP), actively identify and unlock organic growth areas across the account portfolio.
- Spot needs early through roadmap sessions, service data and executive conversations.
- Support CP, solution architects and practice leads to shape proposals, pricing and SOWs.
Client engagement and strategic advisory
- Serve as a single point of accountability for delivery for the client, build trust across all organizational layers—from hands-on managers and IT floor teams up to the CIO and CFO levels—maintaining a constant pulse on day-to-day ground reality while advising senior executives.
- Run governance: weekly operating reviews, monthly steering committees and quarterly business reviews (QBRs).
- Bring a point of view on the client's technology roadmap, including AI adoption, platform rationalization and finance transformation.
- Translate hotel business priorities (RevPAR, guest experience, owner and franchise relations, property operations, cost control) into technology plans.
- Manage escalations with a calm, composed, and methodical approach; anticipate brewing friction early, work collaboratively across delivery teams and leadership to mitigate risks proactively, and drive active escalations swiftly to permanent resolution
People leadership
- Lead the account team directly and through delivery managers: project managers, service delivery leads, consultants and engineers (onshore and offshore).
- Hire, onboard, coach and develop team members; set goals and run performance reviews.
- Plan capacity and staffing across on-demand talent and managed capacity pools.
- Build a culture of accountability, client focus and continuous improvement.
Delivery and service oversight
- Oversee delivery quality across all workstreams to scope, schedule, budget and SLA.
- Ensure managed services meet SLAs/KPIs and use ITIL practices for incident, problem and change management.
- Apply consistent program governance: RAID logs, status reporting, dependency management and stage gates.
- Drive automation and AI-enabled efficiencies that improve service and margin.
Technology scope
The role needs working fluency across these platforms, enough to lead architects and challenge estimates, not hands-on configuration.
Platform
Typical scope on the account
Oracle (ERP / Cloud)
Financials, procurement and HCM support, upgrades, enhancements
Salesforce
Sales, service and marketing clouds for group sales, loyalty and guest engagement
ServiceNow
ITSM, ITOM and workflow automation; platform administration
Oracle EPM / ARCS
Planning, consolidation, close and account reconciliation for finance
AI
Use-case discovery, pilots and scaled solutions (e.g., guest service, finance automation, agentic workflows)
Infrastructure
Cloud and hybrid hosting, network, end-user and property technology support
Required qualifications
- 12+ years in IT services, consulting or managed services, with 5+ years leading multi-million-dollar client programs or accounts.
- Direct P&L ownership of a portfolio of $5M+ annually, including budgeting, forecasting and margin management.
- Hospitality industry experience (must have): business experience in, or working knowledge of, the hotel industry — e.g., hotel operations, brand vs. owner/franchise models, property management (PMS), central reservations, loyalty, revenue management, group sales and hotel finance.
- Proven account growth: a record of expanding client relationships through new services, projects or renewals.
- Experience running a blended portfolio of managed services, projects and staff augmentation / capacity models.
- Working knowledge of at least four of: Oracle, Salesforce, ServiceNow, Oracle EPM/ARCS, AI solutions and infrastructure services.
- 7+ years of people leadership, including leading leaders and distributed onshore/offshore teams.
- Executive presence: comfortable advising VP, CIO and CFO stakeholders and running QBRs and steering committees.
- Strong commercial skills: SOWs, change orders, pricing models and contract negotiation.
- Bachelor's degree in business, information systems or a related field, or equivalent experience.
Preferred qualifications
- Experience leading AI programs from use-case definition through production adoption.
- Certifications: PMP or PgMP; ITIL 4; SAFe or other agile scaling; platform certifications in Salesforce, ServiceNow or Oracle are a plus.
- MBA or relevant master's degree.