Director, Program Management - Hospitality Client Portfolio

About the 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.