Head of Service Delivery
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Key skills for this role
About the Role
Ten Lifestyle Group is seeking a Head of Service Delivery to lead operational success in Riyadh, overseeing end-to-end service delivery, commercial performance, and member outcomes.
Key Skills for This Role
Responsibilities
- Lead regional operational and commercial performance, delivering strong customer, financial, and employee outcomes
- Translate global strategy into regional priorities and measurable objectives
- Drive operational excellence through process improvement, efficiency, and effective risk management
- Build, develop, and inspire high performing teams through coaching and leadership development
- Foster a culture of accountability, ownership, and continuous improvement
- Deliver exceptional customer service, ensuring quality, consistency, and strong member experiences
- Use data, insight, and feedback to drive continuous improvement and performance
Requirements
- Proven success in a Head of / operational leadership role
- Knowledge and expertise in service driven industries (luxury, travel, hospitality, concierge, or similar), including B2B services
- Fluent in Arabic and English
- Record of success in delivering commercial and operational results through cross functional leadership
- Financial and analytical skills; able to interpret performance data and translate into actionable plans
- Sales experience
- Exceptional influencing and communication skills
- Proficiency in Microsoft Office (Excel, Word, PowerPoint) and familiarity with CRM or operational platforms
Full Job Posting
About Ten
- Ten Lifestyle Group is a global luxury concierge service aiming to become the most trusted service business in the world.
- We deliver service through a combination of proprietary technology and highly trained lifestyle managers.
The Role
- We are looking for a Head of Service Delivery to join us in Riyadh, responsible for leading operational success of the region.
- Reporting to the Regional Director, you will lead high performing cross functional teams, drive service excellence, and foster a culture of accountability.
Key Responsibilities: Leadership, Strategy & Operational Delivery
- Lead regional operational and commercial performance, delivering strong customer, financial, and employee outcomes.
- Translate global strategy into regional priorities and measurable objectives.
- Drive operational excellence through process improvement, efficiency, and effective risk management.
- Collaborate with regional and global stakeholders to implement policies and support sustainable growth.
People Leadership & Capability Building
- Build, develop, and inspire high performing teams through coaching and leadership development.
- Foster a culture of accountability, ownership, and continuous improvement.
- Develop leadership capability and succession pipelines for critical roles.
- Empower teams to deliver locally while aligning with global standards and strategy.
Service Excellence & Quality Assurance
- Deliver exceptional customer service, ensuring quality, consistency, and strong member experiences.
- Use data, insight, and feedback to drive continuous improvement and performance.
- Embed a culture of service excellence and quality across all teams.
- Proactively identify and address service risks to maintain high standards and outcomes.
Essential Requirements
- Proven success in a Head of / operational leadership role.
- Knowledge and expertise in service driven industries (luxury, travel, hospitality, concierge, or similar), including B2B services to such industries.
- Fluent in Arabic and English.
- Record of success in delivering commercial and operational results through cross functional leadership.
- Demonstrated ability to manage complex stakeholder relationships across functions and geographies / cultures.
- Financial and analytical skills; able to interpret performance data and translate into actionable plans.
- Ability to promote operational excellence and a high performance culture.
- Sales experience.
- Exceptional influencing and communication skills, both internally and externally.
- Proficiency in Microsoft Office (Excel, Word, PowerPoint) and familiarity with CRM or operational platforms.
Preferred Requirements
- Previous management experience in luxury service, ultra / high net worth travel, or concierge sectors, including B2B services.
- Experience of leading operational transformation or large scale efficiency programmes.
- Experience in embedding automation and process enhancements into workflows.
- Strong change leadership skills, with experience navigating complex transitions.
Location
- Riyadh Saudi Arabia (100% on site)
Benefits
- Attractive compensation package: Competitive salary and the Ten Loyalty Rewards program.
- Vacation policy: Paid vacation plus one additional day for volunteer work.
- Sabbaticals: One month of paid leave every five years.
- Remote Working Holidays.
- Exclusive employee discounts: Access to exclusive travel and lifestyle offers.
- International clientele: Manage a high quality portfolio with excellent service.
- Dynamic work environment: Diverse tasks in an international team.
- Career opportunities: Development prospects in an agile, growing company.
- Inclusive company culture: Diversity and collaboration are highly valued.
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