Director, Program Management - Hospitality Client Portfolio

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.