Service Delivery Team Manager

About the Role

TEN Group is seeking a Service Delivery Team Manager to lead a high-performing team in Riyadh. This full-time role involves overseeing the delivery of lifestyle services for high-net-worth Arabic clientele, focusing on luxury hospitality, travel, and concierge services. The position requires a strategic and hands-on leader committed to service excellence and continuous improvement.

Key Responsibilities

• Lead and develop a team to deliver premium lifestyle experiences to Arabic high-net-worth members.
• Ensure service excellence by proactively enhancing efficiency, quality, and member satisfaction.
• Collaborate with global teams to align service delivery with business objectives and industry trends.
• Resolve high-level escalations, providing swift and tailored solutions for discerning clientele.
• Drive continuous improvement initiatives, refining processes to exceed member expectations.

Required Qualifications and Experience

The ideal candidate will be a strategic and hands-on leader with a proven track record in team leadership and service excellence within luxury lifestyle services.

• Expertise & Industry Insight: Deep knowledge of luxury lifestyle services, including hospitality, travel, and premium experiences. Active awareness of Arabic luxury markets, with the ability to bridge Proposition and Lifestyle teams.
• Leadership & Team Development: Strong people management skills, capable of leading high-performing teams across multiple locations. Experience as a mentor and motivator, driving engagement, growth, and professional excellence. Cross-functional leadership experience ensuring alignment across global teams.
• Service Excellence & Problem-Solving: Results-driven mindset focused on member satisfaction, efficiency, and SLAs. Proactive in identifying and resolving roadblocks to enhance service quality. Expertise in customer care, including confidently handling escalations.
• Collaboration & Communication: Exceptional communication skills for engaging stakeholders at all levels. Collaborative and adaptable, thriving in a fast-paced, evolving environment.

Work Environment

This role is 100% office-based in Riyadh. TEN Group fosters a culture of recognition and reward, with regular appraisals and annual Extra Mile Awards. The company supports employee development and encourages staff to integrate their aspirations and interests into their careers.

About TEN Group

TEN Lifestyle Group is a global luxury concierge service that serves High-Net-Worth (HNW) and Ultra-High-Net-Worth (UHNW) clients with leisure travel and lifestyle requests. The company aims to be the most trusted service business globally, leveraging proprietary technology and the expertise of highly trained lifestyle managers. As a Certified B Corp, TEN Lifestyle Group is committed to making a positive impact on society and the environment.

Diversity and Inclusion

TEN Group values diverse philosophies, cultures, and experiences, and is dedicated to creating an inclusive work environment. Decisions regarding hiring, promotion, discipline, or termination are based on merit, competence, performance, and business needs.