Concierge Service Delivery Lead

SOS International; Dubai; On-site; AED 420,000 - 540,000; Full time

Job summary

Aspire Lifestyles is seeking an Assistant Service Delivery Manager to oversee daily service delivery operations and ensure high-quality concierge experiences for HNW clients. The role emphasizes leading a skilled Lifestyle Concierge team, maintaining client relationships, and ensuring compliance with SLAs, KPIs, and contractual commitments.

The successful candidate will drive a culture of service excellence, operational efficiency, and continuous improvement across all channels, including phone,

Qualifications

• Minimum 5 years of management-level experience in a lifestyle management or concierge environment.
• Experience leading an operational department with a sizable team (≥15).
• Strong background in call centre and customer service operations.
• Experience in client account management and managing service delivery commitments.
• Proven ability to drive service excellence and cost efficiency.

Responsibilities

• Oversee day-to-day service delivery operations to meet client requests and deliver concierge experiences.
• Lead and develop the Lifestyle Concierge team and manage performance against SLAs and KPIs.
• Maintain client relationships, monitor contracts and translate requirements into standard procedures.
• Ensure compliance with PCI-DSS, ISO and group standards; manage risk and audits.
• Coordinate with Sales, Partnerships and QA to support client implementations and improvements.

Skills

People Management

Leadership

Client Management

Service Delivery

Escalation Handling

Stakeholder Management

Communication

Arabic & English

Education

Bachelor's degree

Tools

MS Word

Excel

PowerPoint

Outlook

Visio

Job description

Aspire Lifestyles is seeking an Assistant Service Delivery Manager to oversee daily service delivery operations and ensure high-quality concierge experiences for HNW clients. The role emphasizes leading a skilled Lifestyle Concierge team, maintaining client relationships, and ensuring compliance with SLAs, KPIs, and contractual commitments.

The successful candidate will drive a culture of service excellence, operational efficiency, and continuous improvement across all channels, including phone,