Projects and Programs Manager

Role OverviewAs 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 ResponsibilitiesDelivery 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, toscope 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 toolsSupport the transition from project-based to outcome-based delivery modelsincorporating Fusion (embedded ARR onboarding) and FlexPoints commercialstructures• 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 astrategic 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 effortthrough 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 bestpractices, reusable playbooks and lessons learned

The PersonEssential Experience• Proven experience leading professional services teams in SaaS or enterprisesoftware 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, revenuemanagement, payment systems and guest experience platforms• Experience contributing to post-merger services integration or harmonisationprogrammes• 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 teamsTechnical & Digital Acumen• Working understanding of AI/ML capabilities and their practical application toservices 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 MattersThis 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