Jade Global

office • USA • director • Не указана

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.