Head of Service Delivery - Travel

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 Travel 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 travel 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:

Travel Performance & Commercial Ownership

• Own and drive travel conversion and revenue performance across the region, ensuring strong commercial outcomes aligned to client expectations.

• Translate regional demand and client behaviour into clear actions that improve conversion rates, booking value, and fulfilment efficiency.

• Actively monitor travel performance metrics, using data and insight to identify gaps and drive continuous improvement.

• Balance speed, conversion, and quality, ensuring pace never compromises resolution excellence or member experience.

Travel Experience & Delivery Excellence

• Own the end‑to‑end delivery of the travel experience, ensuring every interaction reflects Ten’s standards of personalisation, expertise, and precision.

• Set clear expectations for itinerary and documentation quality, destination expertise, and attention to detail across all travel bookings.

• Embed a culture where high-quality quality is non‑negotiable, particularly in complex or high-value travel requests.

• Act as the escalation point for complex or high-risk travel cases, ensuring seamless resolution and member confidence.

Local Market Leadership & Proposition Development

• Shape and evolve the local travel proposition for KSA, ensuring it is relevant to market expectations, cultural nuance, and client needs.

• Partner with global proposition leads to align on standards, while taking accountability for local adaptation and execution.

• Use local insight, member behaviour, and frontline feedback to continuously refine the travel offer and improve competitiveness.

Supplier & Ecosystem Leadership (In Partnership with Global)

• Work closely with centrally managed global supply teams to optimise how travel suppliers are leveraged locally.

• Ensure teams maximise value from preferred partners (airlines, hotels, DMCs), while maintaining flexibility to meet member expectations.

• Provide structured feedback to global teams on supplier performance, gaps, and opportunities within the KSA market.

Building Travel Capability in a New Market

• Establish and scale a high-performing travel team, setting clear standards for expertise, pace, and service delivery.

• Build core travel capability from the ground up, ensuring teams are equipped to handle high-volume, high-expectation travel demand.

• Lead the development of travel expertise across the team, avoiding dependency on individuals while raising the overall capability bar.

• Create a culture of ownership, accountability, and continuous learning as the business scales.

People Leadership & Capability Building

• Build, inspire, and develop high‑performing teams by setting clear standards, investing in coaching, and creating an environment where people can do the best work of their careers. People are integral to every outcome you deliver.

• Lead and manage the local service proposition, partnering with global proposition leads to ensure alignment with Ten’s standards, while using local insight, data, and frontline feedback to support ongoing development.

• Ensure Ten’s standards, culture, and ways of working are consistently embedded across the region, including the application of people, performance, and talent frameworks.

• Coach, develop, and challenge direct reports, building strong leadership capability, confidence, and decision‑making maturity.

• Create a strong succession pipeline by identifying, developing, and retaining high‑potential talent for critical roles.

• Ensure all teams are aligned to Ten’s global strategy, policies, and operating standards, while feeling empowered to deliver locally.

Service Excellence & Quality Assurance

• Drive and uphold exceptional service standards across all local teams, embedding a culture where every member interaction consistently reflects Ten’s promise and our vision.

• Own service quality outcomes end-to-end, using data, insight, and frontline feedback to continuously raise the bar on consistency, responsiveness, and personalisation.

• Ensure service delivery meets or exceeds global quality frameworks, SLAs, and member experience standards, while allowing for thoughtful regional nuance where it enhances member value.

• Work with your Regional Director to Proactively identify risks to service quality and member experience, intervening early to course correct performance before impact is felt by members.

• Embed a culture where quality is everyone’s responsibility, with clear expectations, visible leadership, and accountability in all departments.

• Champion continuous improvement in service design and delivery, ensuring learnings are translated into better experiences, stronger outcomes, and scalable excellence.

Requirements

Essential requirements

• Proven success in a Head of / operational leadership role in the Travel industry.
• Travel Sales experience
• 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.
• Amadeus or similar GDS 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 a travel agency environment.
• Experience with 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.

Location: Riyadh - Saudi Arabia (100% on site)

Benefits

At Ten, employees are at the heart of everything.

The company promotes a culture of recognition – through regular performance reviews and the annual Extra Mile Awards for outstanding achievements. Employees are encouraged to incorporate their personal goals and interests into their careers and receive support on their development journey.

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.

About Us

Ten Lifestyle Group is a global luxury concierge service and offers a unique opportunity to become part of a dynamic team in our travel department. Our clients and employees are at the center of everything we do. We support High-Net-Worth (HNW) and Ultra-High-Net-Worth (UHNW) clients in organizing their leisure and luxury travel.

Our goal at Ten is simple: We want to become the world’s most trusted service company. We deliver our service through a combination of our unique, technology-enabled platform and the expertise of our highly qualified lifestyle managers. Ten is growing rapidly and has ambitious plans to continue innovating and improving the lives of our members.

As a certified B Corp, Ten Lifestyle Group is part of a global community of companies committed to making a positive impact on society and the environment.

Our Commitment to Diversity

We promote diverse perspectives, cultures, and experiences. Diversity is a core part of our company philosophy, and we are committed to an inclusive work environment. All aspects of our collaboration – from hiring to promotion – are based on performance, competence, commitment, and business needs.