Director, Program Management - Hospitality Client Portfolio

Jade Global; Chicago (IL); On-site; USD 170,000 - 225,000; Full time

Job summary

Jade Global is seeking a Director of Program Management for the Hospitality Client Portfolio in Chicago. Lead the delivery across a multi-platform technology stack, including Oracle, Salesforce, ServiceNow and Oracle EPM.

Drive P&L ownership and strategic advisory to executive stakeholders in the hospitality sector. The role requires deep industry knowledge, strong leadership, and the ability to steer governance forums like QBRs and steering committees while advancing AI-driven transformation

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, 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.

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 CP to identify and unlock organic growth areas across the account portfolio.
• Support CP, solution architects and practice leads to shape proposals, pricing and SOWs.
• Serve as a single point of accountability for delivery for the client, build trust across all levels including CIO/CFO.
• 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 priorities into technology plans; manage escalations with a calm, proactive approach.
• Lead the account team directly and through delivery managers: project managers, service delivery leads, consultants and engineers.
• 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.
• Oversee delivery quality across all workstreams to meet scope, schedule, budget and SLA.
• Apply ITIL practices for incident, problem and change management; drive automation and AI-enabled efficiencies.

Skills

P&L ownership

Portfolio management

Executive presence

Client relationship management

Leadership

Budgeting/Forecasting

Negotiation

Change management

Education

Bachelor's degree in business or information systems

Tools

Oracle

Salesforce

ServiceNow

Oracle EPM/ARCS

AI solutions

Infrastructure services

Job description

Director, Program Management - Hospitality Client PortfolioPrivacy Policy# Jade Global## Director, Program Management - Hospitality Client PortfolioApply: Chicago: Full time: Posted Today: End Date: December 30, 2026 (30+ days left to apply): R-106557Director, 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, enhancementsSalesforceSales, service and marketing clouds for group sales, loyalty and guest engagementServiceNowITSM, ITOM and workflow automation; platform administrationOracle EPM / ARCSPlanning, consolidation, close and account reconciliation for financeAIUse-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.