Director, Program Management - Hospitality Client Portfolio

Jade Global•Chicago, IL

About The Position

The Director, Program Management leads a hospitality client portfolio, with accountability for its financial performance, growth, client engagement, people leadership, delivery quality, and technology oversight. The role owns portfolio P&L, including revenue, gross margin, forecasting, billing, and collections, and manages utilization, burn, rate realization, change orders, SOWs, renewals, rate cards, and commercial terms. It reports portfolio health to internal leadership and the client. The Director works with the Client Partner and other colleagues to identify and develop account growth opportunities, shape proposals and pricing, and advise the client on technology priorities. The role is the delivery point of accountability for the client, establishes governance across operating reviews, steering committees, and QBRs, and connects hotel business priorities with technology plans. It also manages escalations and works proactively to reduce delivery risks. The position leads account teams and delivery managers, supports hiring and development, plans capacity and staffing, and fosters accountability and continuous improvement. It oversees workstreams against scope, schedule, budget, and SLAs; applies ITIL practices and program governance; and drives automation and AI-enabled efficiencies. Working fluency across relevant platforms is expected so the Director can lead architects and challenge estimates, rather than perform hands-on configuration. The technology scope includes Oracle, Salesforce, ServiceNow, Oracle EPM/ARCS, AI, and infrastructure services.

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, including hotel operations, brand versus owner/franchise models, PMS, central 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 the following: Oracle, Salesforce, ServiceNow, Oracle EPM/ARCS, AI solutions, and infrastructure services.
7+ years of people leadership, including leading leaders and distributed onshore/offshore teams.
Ability to advise VP, CIO, and CFO stakeholders and run 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.
Partner with the Client Partner to identify and develop organic growth opportunities across the account portfolio.
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 delivery point of accountability for the client and build relationships across organizational levels, from operational teams to CIO and CFO stakeholders.
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.
Manage escalations calmly and methodically, anticipate friction, mitigate risks collaboratively, and drive active escalations to permanent resolution.
Lead the account team directly and through delivery managers, including project managers, service delivery leads, consultants, and onshore and offshore engineers.
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 to scope, schedule, budget, and SLA.
Ensure managed services meet SLAs and KPIs and use ITIL practices for incident, problem, and change management.
Apply program governance practices, including RAID logs, status reporting, dependency management, and stage gates.
Drive automation and AI-enabled efficiencies to improve service and margin.
Lead architects and challenge estimates across the account's technology platforms without performing hands-on configuration.