Head of Service Delivery
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Key skills for this role
About the Role
Ten Lifestyle Group seeks a Head of Service Delivery in Riyadh to lead operational success, service excellence, and commercial performance. The role involves leading cross-functional teams, driving service excellence, and ensuring alignment with global strategies.
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
- Collaborate with regional and global stakeholders to implement policies and support sustainable growth
- 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
- 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
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
Full Job Posting
The role
- We are looking for a Head of Service Delivery to join us in Riyadh. In this role, you will be responsible for leading the operational success of the region, taking ownership of end to end service delivery, commercial performance, and member outcomes. Reporting to the Regional Director, you will lead
- You will be responsible for executing global strategies at a regional level, ensuring alignment with standardised processes, policies, and performance expectations while adapting delivery to local market needs. The role combines strong operational leadership with a focus on financial performance, cu
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 the provision of B2B services to such industries
- 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
What Ten offers
- 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, just like our premium clients.
- 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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