Projects and Programs Manager

Role Overview

As Senior Professional Services Manager, you will lead a mid-size team of 15–40 consulting and technical professionals, driving high-quality delivery outcomes across our global Hospitality customer base. This role blends operational delivery leadership with a forward-looking focus on AI-enhanced methodologies, multi-geography execution, and recurring revenue growth.

Key Responsibilities

Delivery Leadership & Team Management

• Lead and develop a team of 15–40 consulting and technical professionals across multiple geographies, including UK and our GoC locations

• Drive day-to-day delivery excellence, ensuring projects are delivered on time, to

scope and with measurable customer outcomes

• Manage resource allocation, utilisation and workload planning using data-driven approaches and emerging AI tooling

• Support team members with coaching, career development and skills growth — particularly in AI literacy and digital delivery methods

• Build a high-performance team culture grounded in accountability, collaboration and continuous improvement

AI-Enhanced Delivery

• Champion AI-first delivery practices within your team, adopting automation tools, AI Configuration Agents, and intelligent orchestration to reduce implementation timeframes

• Partner with the India GoC to test and scale AI-powered delivery innovations,

including predictive project health monitoring and automated deployment tools

Support the transition from project-based to outcome-based delivery models

incorporating Fusion (embedded ARR onboarding) and FlexPoints commercial

structures

• Contribute to the development of digital-first delivery blueprints combining self- service tools, AI assistants and remote enablement

P&L & Commercial Accountability

• Hold responsibility for a defined services P&L, with focus on margin improvement, cost efficiency and utilisation targets

• Support the broader services recurring revenue growth agenda — contributing to the shift from 12% to 60% recurring revenue over the strategic period

• Partner with Sales and Account teams to position Professional Services as a

strategic growth lever and help scope AI-powered service engagements

• Identify opportunities to expand delivery through outcome-based commercial models that tie service delivery to measurable customer business results

Customer Experience & Value Creation

• Own the customer delivery experience across your portfolio, driving strong NPS and proactive issue resolution through data-led project governance

• Develop customer success blueprints demonstrating ROI and accelerating product adoption — with a focus on hospitality-specific use cases such as revenue optimisation, guest personalisation and operations automation

• Act as a senior escalation point for delivery issues, using AI-powered insights to intervene early and resolve proactively

• Feed customer and implementation insights back to Product teams to influence the AI and platform roadmap

Operational Excellence

• Implement and maintain project governance frameworks, including real-time health scoring and automated reporting

• Drive delivery process improvements across the team, reducing manual effort

through automation and standardisation

• Leverage global talent pools across the UK, India, Timișoara and KL to optimise delivery capacity and cross-skilling

• Contribute to the broader Delivery Centre of Excellence through sharing best

practices, reusable playbooks and lessons learned

The Person

Essential Experience

• Proven experience leading professional services teams in SaaS or enterprise

software environments, with some P&L exposure or accountability

• Track record of managing multi-geography delivery teams of 15+ people, including working across UK/US/India corridors

• Demonstrated experience adopting AI, automation or digital delivery models within a services or implementation context

• Strong financial awareness with the ability to manage utilisation, margin and delivery budgets

• Experience in hospitality technology or adjacent verticals (retail, travel,

entertainment) is a plus

• Bachelor's degree from an accredited institution; advanced degree preferred

Highly Desirable

• Hands-on experience implementing AI/ML solutions in customer-facing professional services contexts

• Familiarity with modern delivery methodologies — Agile, DevOps, Design Thinking — applied to enterprise implementations

• Knowledge of hospitality operations including PMS, F&B systems, revenue

management, payment systems and guest experience platforms

• Experience contributing to post-merger services integration or harmonisation

programmes

• Background in building repeatable services offerings that drive product adoption and commercial expansion

Leadership & Personal Attributes

• Collaborative leader with the ability to influence without authority across global, cross-functional teams

• Data-driven and comfortable navigating ambiguity and rapid change

• Strong communicator — able to translate complex AI and technical concepts for diverse stakeholder groups

• Customer-obsessed with genuine commercial and operational discipline

• Growth mindset with real enthusiasm for AI's potential to transform how services are delivered

• Natural coach and mentor who invests in developing others while maintaining high standards

• Cultural navigator who builds effective bridges across diverse global teams

Technical & Digital Acumen

• Working understanding of AI/ML capabilities and their practical application to

services delivery workflows

• Familiarity with modern delivery platforms, automation tools and digital collaboration technologies

• Awareness of API-first architectures, microservices and cloud-native deployment models

• Ability to bridge technical and business domains to drive pragmatic AI adoption within a delivery team

Why This Role Matters

This role sits at the intersection of three powerful trends reshaping our industry: the hospitality sector's accelerating digital transformation, the emergence of AI as a fundamental enabler of scalable and personalised service delivery, and the shift from traditional IT services to outcome-based, continuously delivered value.

You'll have a genuine opportunity to build something meaningful — leading a team that doesn't just implement software, but actively drives customer success through intelligent automation, predictive insights and continuous innovation.

What We Offer

• A high-impact management role with real P&L accountability and strategic visibility

• Partnership with world-class teams across Product, Engineering, and Customer Success

• Investment in your development including AI/ML training and leadership programmes

• Competitive compensation package

• Flexible working arrangements supporting work-life integration

• Access to cutting-edge technologies and innovation labs