Director Program Management- Client Portfolio

Jade Global; Chicago (IL); On-site; USD 160,000 - 210,000; Full time

Job summary

Jade Global seeks a Program Manager to lead a Hospitality Client Portfolio in Chicago, with 3 days onsite. You will own P&L, drive strategic advisory, and oversee delivery across multiple platforms and teams.

The role requires 12+ years in IT services, 5+ years leading large client programs, and hospitality domain experience. You will influence tech roadmaps, pricing, and governance with CIOs and CFOs, in a dynamic managed services environment.

Qualifications

• 12+ years in IT services or consulting with 5+ years leading multi-million-dollar client programs.
• Direct P&L ownership of a $5M+ portfolio annually, including budgeting and margin management.
• Hospitality industry experience with hotel operations, loyalty, revenue management.
• Proven account growth through new services or renewals.
• Experience managing blended portfolios of managed services, projects and staff augmentation.
• Knowledge of Oracle, Salesforce, ServiceNow, Oracle EPM/ARCS, AI or related infra services.
• 7+ years leading distributed onshore/offshore teams; executive presence with VP/CIO/CFO.
• Strong commercial skills: SOWs, change orders, pricing, and contract negotiation.

Responsibilities

• Own portfolio P&L: revenue, gross margin, forecast, billing and collections.
• Monitor utilization, burn, rate realization, and change-order discipline.
• Manage SOWs, renewals, rate cards and terms with Legal and Finance.
• Report portfolio health to leadership and client monthly/quarterly.
• Lead the account team, hire onboard and develop members; capacity planning.
• Ensure delivery quality across workstreams within scope, schedule, budget and SLA.
• Drive governance: RAID logs, status reporting, dependency management and stage gates.
• Apply automation and AI-enabled efficiencies to improve service and margin.

Skills

P&L ownership

Executive presence

Portfolio management

Client relationship growth

Leadership across teams

SOWs & change orders

Stakeholder management

ITIL/process governance

Education

Bachelor's degree in business or information systems

MBA

PMP or PgMP; ITIL 4; SAFe

Tools

Oracle ERP/Cloud

Salesforce

ServiceNow

Oracle EPM/ARCS

AI platforms

Job description

Job Title: Program Manager- Hospitality Client Portfolio

Location: Chicago, IL (3 days onsite)

Key responsibilities

• 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.
• 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.

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
• 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)
• InfrastructureCloud 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.