Head of Specialist and Support Delivery | EU & UK

Ten Group; London; Hybrid; GBP 70,000 - 100,000; Full time

Job summary

A leading global luxury concierge service is seeking a Head of Specialist and Support Delivery to enhance travel operations across the UK and Europe. The successful candidate will drive operational excellence while leading a high-performing team. This role demands a strategic thinker with significant experience in travel services and cross-functional leadership, fostering a culture of excellence and collaboration.

Benefits

Competitive remuneration

Hybrid working options

Paid time away from work

Paid Sabbaticals

Employee Discounts

Loyalty Rewards program

Genuine career opportunities

Qualifications

• Proven track record (8+ years) in senior travel operations or concierge services.
• Experience managing multi-regional or global teams across Europe and/or the UK.
• Demonstrated success in leading process improvement and change management.

Responsibilities

• Responsible for strategic vision for Travel Specialist Service Delivery.
• Lead alignment of travel services across UK and Europe.
• Shape tools, policies, and procedures supporting Lifestyle Managers.

Skills

Cross-functional leadership skills

Stakeholder management

Strategic thinking

Exceptional communication skills

Education

Bachelor’s degree in Business, Hospitality, Travel Management, or related field

Postgraduate qualification is a plus

Tools

Technical platforms, CRM tools

Job description

Drive Operational Excellence Across UK & Europe – Travel Leadership Role

Are you an experienced Travel leader who thrives in turning complex systems and processes into seamless, expert experiences? At Ten Group, we’re looking for a dynamic, collaborative, and visionary Head of Specialist and Support Delivery to elevate the performance of our Travel Operations across the UK and European regions.

About the Role

As Head of Specialist and Support Delivery, you will play a critical leadership role in driving operational excellence and continuous improvement in our Travel division. You will oversee a team of Specialist Delivery and Support Managers, ensuring our Lifestyle Managers are empowered with the professional know-how,clear, effective processes and the tools they need to deliver exceptional member experiences.

You’ll act as a key liaison between cross-functional departments – including Service Delivery, Proposition, Tech, Training & Development, and Resource Planning – to shape, refine, and futureproof our travel operations. You'll lead from the front: inspiring performance, removing roadblocks, and implementing intelligent, member-focused solutions across the region.

Key Responsibilities

• Responsible for strategic vision for Travel Specialist Service Delivery, in line with global strategy and in collaboration with key Business Partners.
• Lead the alignment of travel services across the UK and Europe, working with global teams to ensure consistent, efficient, and expert delivery.
• Inspire and mentor a high-performing team of Specialist Delivery and Support Managers, fostering a culture of excellence and collaboration.
• Shape the tools, policies, and procedures that support Lifestyle Managers in delivering a best-in-class travel service.
• Partner with Tech and App Support teams to enhance systems and operational efficiency.
• Act as the final point of escalation for complex Specialist Travel queries and ensure timely, expert resolutions.
• Collaborate on training initiatives that elevate team capability and knowledge.
• Translate strategic goals into actionable policies, communications, and measurable projects.
• Manage cross-regional staff-related travel processes and ensure all service and sales targets are met.

Education & Experience

• Bachelor’s degree in Business, Hospitality, Travel Management, Operations, or a related field (or equivalent professional experience). A relevant postgraduate qualification is a plus.
• Proven track record (8+ years) in senior travel operations, luxury travel, or concierge services, with a focus on team leadership, service delivery, and cross-functional collaboration.
• Experience managing multi-regional or global teams across Europe and/or the UK, including remote and hybrid teams.
• Demonstrated success in leading process improvement and change management initiatives, particularly in service-oriented environments.
• Experience working with technical platforms, CRM tools, and systems relevant to travel service delivery (e.g., GDS, Salesforce, custom platforms).

Skills, Attributes & Abilities

• Cross-functional leadership skills, with the ability to drive results in a matrixed environment across different teams, departments, and time zones.
• Strong stakeholder management and interpersonal skills, with the ability to align senior leadership, frontline teams, and technical departments behind shared goals.
• Strategic thinker with strong commercial awareness and the ability to translate high-level business objectives into operational strategies and measurable results.
• Process-oriented with a focus on quality assurance, continuous improvement, and scalability of service delivery.
• Exceptional communication skills, both written and verbal, with experience in leading high-impact meetings, reporting, and team briefings.
• Change-resilient and adaptable, able to operate effectively in a fast-paced, evolving environment with multiple priorities.
• Inspirational leadership style, focused on team development, performance coaching, and building an inclusive, high-performing culture.
• Passion for travel, service excellence, and creating world-class member experiences.

Guidelines for Hybrid/Home Office :

• Located in the United Kingdom
• Please note that if you live within a commutable distance of the office you will be asked to enter into a hybrid working arrangement -at least 2x a week in the office
• A secure home office at your confirmed address, free from background noise or other distractions
• You must meet our minimum internet speeds if you want to work remotely / in our hybrid model and this will be checked during the recruitment process and again when you join. We also have a great office that you can work from as an alternative. To check your internet speed please clickhere, follow the instructions and once you have your results, please take a screenshot and upload this on your application form.

Our people are at the heart of the business and we have a culture of recognition and reward - both through regular appraisals but also annual Extra Mile Awards where we celebrate those who have gone that extra mile in their role. We also encourage all our staff to incorporate their aspirations and interests into their career at Ten and we are there every step of the way in supporting development.

Rewards designed around you:

• Acompetitive remunerationdepending on experience.
• Hybrid working. You can combine working from home and working from the office. If you don’t live near our office then we are open to fully remote working options too.
• Paid time away from work. Our employees enjoy a competitive paid time off package, including a paid day each year to volunteer time for a good cause that is important to them.
• Paid Sabbaticals. One (1) month paid Sabbatical after every 5 years of Service, without tapping into annual leave.
• Extra Rewards. Lucrative Ten Loyalty Rewards program which includes a bonus and gift to say thank you for being part of Ten.
• Remote Working Holidays- possibilities to Travel and Work anywhere in the world!
• Employee Discounts.Access to lots of great travel and entertainment discounts as our clients’ members would!
• Be part of our global, dynamic, andinclusive Team, with diversity at its core.
• Genuinecareer opportunitieswithin a dynamic and international company.

Who We Are

Ten Lifestyle Group is a global luxury concierge service and our travel department is offering a unique opportunity to join a vibrant team. Our clients and colleagues are the cornerstones of what we do, and we serve High Net-worth (HNW) and UHNW clients with their requests for leisure travel. At Ten our goal is simple, to become the most trusted service business in the world.

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 keep innovating, inspiring and continuing to improve the lives of millions of members. As a Certified B Corp, Ten Lifestyle Group joins a global community of businesses united by a shared goal of making a positive impact on society and the environment.

To find out more about Ten, please watch this short videoThis is what we do

Commitment to Diversity

We encourage diverse philosophies, cultures, and experiences. We appreciate diversity and are dedicated to creating an inclusive work environment for our employees. This idea unites the teams at TEN. All aspects of our relationship, including the decision to hire, promote, discipline, or terminate, will be based on merit, competence, performance and business needs.

“Ten works with a small preferred supplier list of recruitment agencies only. Please note we are not accepting any further recruitment agencies at this time. Ten Group is not responsible for any fees related to unsolicited resumes.”

If you are passionate about creating extraordinary client experiences and have the qualifications to match, we would love to hear from you. Please submit your resume and cover letter outlining your qualifications and experience by 26 June 2025.

Join us in redefining luxury lifestyle management and making a lasting impact on our members’ lives!