Head of Service Delivery - Travel

Company Overview

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?

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.

• 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.

• 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.

• 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.

• 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.

• 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.

• 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.…