Director, Program Management - Hospitality Client Portfolio

Jade Global•Chicago, IL

About The Position

The Director, Program Management is accountable for delivery, financial performance, account growth, client engagement, people leadership and service oversight for a hospitality client portfolio. The role owns portfolio P&L performance, including revenue, gross margin, forecasting, billing and collections, and monitors utilization, burn, rate realization and change-order discipline. It manages statements of work, renewals, rate cards and commercial terms in partnership with Legal and Finance, and reports portfolio health to client and internal leadership. Working closely with the Client Partner, the Director identifies and develops organic growth opportunities, recognizes client needs through roadmap sessions, service data and executive conversations, and supports the development of proposals, pricing and SOWs. The role serves as the delivery point of accountability for the client, builds relationships from operational teams through CIO and CFO stakeholders, runs weekly operating reviews, monthly steering committees and quarterly business reviews, and advises on technology roadmaps. It translates hotel priorities—including RevPAR, guest experience, owner and franchise relations, property operations and cost control—into technology plans. The Director anticipates and resolves escalations collaboratively and methodically. The position leads account teams directly and through delivery managers, including project managers, service delivery leads, consultants and engineers across onshore and offshore teams. Responsibilities include hiring, onboarding, coaching, goal-setting, performance reviews, capacity planning and fostering accountability, client focus and continuous improvement. The Director oversees delivery quality across workstreams against scope, schedule, budget and SLAs; ensures managed services meet SLAs and KPIs using ITIL practices; maintains program governance; and drives automation and AI-enabled efficiencies. The role requires working fluency sufficient to lead architects and challenge estimates across Oracle ERP/Cloud, Salesforce, ServiceNow, Oracle EPM/ARCS, AI solutions, and cloud and hybrid infrastructure services. Hands-on platform configuration is not required. Typical account scope includes financial, procurement and HCM systems; sales, service and marketing clouds; ITSM, ITOM and workflow automation; finance planning, consolidation and close; AI use cases and solutions; and infrastructure, network, end-user and property technology support.

Requirements

12+ years of experience in IT services, consulting or managed services.
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 or working knowledge of the hotel industry, including relevant hotel operations, ownership/franchise models, property management, reservations, loyalty, revenue management, group sales or hotel finance.
A record of expanding client relationships through new services, projects or renewals.
Experience managing a blended portfolio of managed services, projects and staff augmentation or 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 and experience advising VP, CIO and CFO stakeholders and running QBRs and steering committees.
Strong commercial skills, including SOWs, change orders, pricing models and contract negotiation.
Bachelor's degree in business, information systems or a related field, or equivalent experience.

Nice To Haves

Experience leading AI programs from use-case definition through production adoption.
PMP or PgMP certification.
ITIL 4 certification.
SAFe or other agile scaling certification.
Salesforce, ServiceNow or Oracle platform certifications.
MBA or relevant master's degree.

Responsibilities

Own portfolio P&L, including revenue, gross margin, forecast accuracy, billing and collections.
Monitor utilization, burn, rate realization and change-order discipline; address margin erosion early.
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.
Identify and unlock organic account growth opportunities in partnership with the Client Partner.
Identify client needs through roadmap sessions, service data and executive conversations.
Support the Client Partner, solution architects and practice leads in shaping proposals, pricing and SOWs.
Serve as the client's single point of delivery accountability and build relationships across organizational levels.
Run weekly operating reviews, monthly steering committees and quarterly business reviews.
Advise on the client's technology roadmap, including AI adoption, platform rationalization and finance transformation.
Translate hotel business priorities into technology plans.
Anticipate, manage and resolve escalations and risks collaboratively and promptly.
Lead account teams directly and through delivery managers, including onshore and offshore staff.
Hire, onboard, coach and develop team members; set goals and conduct performance reviews.
Plan capacity and staffing across on-demand talent and managed capacity pools.
Build a culture of accountability, client focus and continuous improvement.
Oversee delivery quality across workstreams against scope, schedule, budget and SLA.
Ensure managed services meet SLAs and KPIs and apply ITIL incident, problem and change management practices.
Maintain program governance, including RAID logs, status reporting, dependency management and stage gates.
Drive automation and AI-enabled efficiencies that improve service and margin.
Lead architects and challenge estimates across the relevant technology platforms without hands-on configuration.