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…