Service Delivery Team Manager - Travel | Riyadh

Role Overview

Service Delivery Team Manager – Luxury Travel & Lifestyle Services based in Riyadh with Ten Group, a global luxury concierge service.

Company Overview

Ten Life Group is a global luxury concierge service serving High-Networth (HNW) and UHNW clients with leisure travel and lifestyle requests. The company combines proprietary, technology-enabled platforms with highly trained lifestyle managers to deliver exceptional services. Ten is a Certified B Corp committed to making a positive impact on society and the environment.

Role Purpose

Lead a high-performing service delivery team to oversee the delivery of exceptional lifestyle experiences for Arabia's most discerning clientele, ensuring service excellence, member satisfaction, and continuous improvement across global operations.

Key Responsibilities

Team Leadership & Development

• Lead and develop a high-performing team to deliver premium lifestyle experiences to Arabic HNW members.
• Mentor and motivate team members, driving engagement, growth, and professional excellence.
• Manage teams across multiple locations with strong people management and cross-functional leadership.

Service Excellence & Operations

• Ensure service excellence, proactively enhancing efficiency, quality, and member satisfaction.
• Drive continuous improvement, refining processes to exceed member expectations.
• Focus on member satisfaction, efficiency, and SLAs with a results-driven mindset.

Escalation Management & Problem-Solving

• Resolve high-level escalations, ensuring swift, tailored solutions for discerning clientele.
• Proactively identify and resolve roadblocks to enhance service quality.
• Turn challenges into positive outcomes through expert customer care and confidential handling of sensitive matters.

Collaboration & Alignment

• Collaborate across global teams, aligning service delivery with business objectives and industry trends.
• Bridge Proposition and Lifestyle teams, setting and exceeding industry standards.
• Engage stakeholders across all levels with exceptional communication skills.

Qualifications & Experience

• Deep knowledge of luxury lifestyle services, including hospitality, travel, and premium experiences.
• Proven track record in team leadership and service excellence within luxury sectors.
• Active awareness of Arabic luxury markets, ensuring service excellence and innovation.
• Cross-functional leadership experience across global teams.

Skills & Competencies

• Professional Arabic and English language skills (essential).
• Exceptional communication and stakeholder engagement abilities.
• Expert problem-solving and escalation management.
• Collaborative and adaptable approach in fast-paced, evolving environments.
• Passion for luxury lifestyle services and member-focused delivery.

Additional Information

• This role is 100% office based.
• Contract Type: Permanent position.
• Competitive salary depending on experience, plus performance-based bonus.
• Competitive paid time off package, including one paid day annually to volunteer for a cause of importance.
• One month paid Sabbatical after every 5 years of service, without tapping into annual leave.
• Ten Loyalty Rewards program including bonus and gift recognition.
• Remote working holiday opportunities to travel and work anywhere in the world.
• Employee discounts on travel and entertainment, same as those available to Ten's members.
• Annual Extra Mile Awards celebrating those who go above and beyond in their role.
• Career development support tailored to individual aspirations and interests.
• Opportunity to be part of a global, dynamic, and inclusive team with diversity at its core.
• Ten Group works with a small preferred supplier list of recruitment agencies only and is not accepting further recruitment agencies at this time.