Head of Service Delivery

Job Description Roles & Responsibilities At Ten our goal is simple, to become the most trusted service business in the world. We are already the global market leader for lifestyle management and concierge services, providing services from a strong global office network with over one thousand employees. We deliver our service through a combination of Ten s proprietary, unique technology-enabled platform and the expertise of our highly trained lifestyle managers. Ten is growing quickly and has ambitious plans to innovate and to keep inspiring and to continue to improve the lives of millions of members. Will you help take us there? 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 high performing cross functional teams, drive service excellence, and foster a culture of accountability, continuous improvement, and employee engagement. 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, customer experience, and scalable growth. 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. Desired Candidate Profile 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. Company Industry ConsultingManagement ConsultingAdvisory Services Department / Functional Area Administration Keywords Head Of Service Delivery Get real-time job updates only on our App