Head of Service Delivery – Travel

Job Description

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 :

• 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

RESPONSIBILITES

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 our client’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 our client’s standards, while using local insight, data, and frontline feedback to support ongoing development.
• Ensure our client’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 our client’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.

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