Director, Program Management - Hospitality Client Portfolio
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Before you apply
SalaryNo pay range posted
LocationChicago
Typefull-time
SeniorityDirector
Experience12+ yrs
Company size1,001–5,000 people
PostedNov 6, 2026 · 1d ago
Verified live3h ago
At a glanceSummarised by Seekless from the posting.
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
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
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
Skills
Oracle
Salesforce
ServiceNow
Oracle EPM/ARCS
AI
About the role
Director, Program Management - Hospitality Client Portfolio1
Key responsibilities
Portfolio financial management
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Own the portfolio P&L: revenue, gross margin, forecast accuracy, billing and collections.
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Monitor utilization, burn, rate realization and change-order discipline; act early on margin erosion.
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Manage SOWs, contract renewals, rate cards and commercial terms with Legal and Finance.
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Report portfolio health to internal leadership and the client monthly and quarterly.
Account growth
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Work closely with the Client Partner (CP), actively identify and unlock organic growth areas across the account portfolio.
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Spot needs early through roadmap sessions, service data and executive conversations.
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Support CP, solution architects and practice leads to shape proposals, pricing and SOWs.
Client engagement and strategic advisory
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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.
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Run governance: weekly operating reviews, monthly steering committees and quarterly business reviews (QBRs).
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Bring a point of view on the client’s technology roadmap, including AI adoption, platform rationalization and finance transformation.
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Translate hotel business priorities (RevPAR, guest experience, owner and franchise relations, property operations, cost control) into technology plans.
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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
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Lead the account team directly and through delivery managers: project managers, service delivery leads, consultants and engineers (onshore and offshore).
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Hire, onboard, coach and develop team members; set goals and run performance reviews.
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Plan capacity and staffing across on-demand talent and managed capacity pools.
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Build a culture of accountability, client focus and continuous improvement.
Delivery and service oversight
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Oversee delivery quality across all workstreams to scope, schedule, budget and SLA.
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Ensure managed services meet SLAs/KPIs and use ITIL practices for incident, problem and change management.
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Apply consistent program governance: RAID logs, status reporting, dependency management and stage gates.
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Drive automation and AI-enabled efficiencies that improve service and margin.
Technology scope
Requirements
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.
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