Head of Specialist and Support Delivery

Summary

Join Ten Group as the Head of Specialist and Support Delivery and drive operational excellence across UK and European travel operations. Lead a team of managers, empowering them to deliver exceptional member experiences. Collaborate with cross-functional departments to shape and refine travel operations. Inspire performance, remove roadblocks, and implement member-focused solutions. This leadership role requires strategic vision, cross-functional collaboration, and a passion for creating world-class travel experiences. The position offers a hybrid working model and a competitive benefits package.

Requirements

• Bachelor’s degree in Business, Hospitality, Travel Management, Operations, or a related field (or equivalent professional experience)
• 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)
• 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
• Located in the United Kingdom or South Africa
• 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

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

Preferred Qualifications

A relevant postgraduate qualification is a plus

Benefits

• A competitive remuneration depending 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!