Head of Service Delivery

Aspire Lifestyles is seeking an experienced and strategic Head of Service Delivery to lead our end-to-end service delivery platform and elevate the experience we deliver to our affluent and high net worth customers.

This role plays a critical leadership position in driving operational excellence, customer satisfaction, people performance, technology enablement, and financial efficiency across all service delivery operations.

Role Overview

The Head of Service Delivery is accountable for the overall quantitative, qualitative, and financial performance of the service delivery platform. This role leads and manages structure, people, processes, and systems while ensuring best-in-class service across all product lines.

Working closely with Sales, Finance, HR, Partnership Development, Marketing, and regional stakeholders, this role ensures that client needs, market demands, and operational excellence remain at the core of service delivery strategy and execution.

Our key client segments include:

Banks & Wealth Management, Credit Card & Insurance, Telecommunications, Automotive, Airline, Hospitality, and Premium Retail.

Key Responsibilities

• Lead client engagements and cross-functional partnerships to ensure end-to-end operational efficiency and service excellence
• Drive contract reviews, KPI and SLA governance, escalation management, and client reporting integrity
• Lead the implementation of CRM, digital, and omni-channel solutions to enhance service delivery capabilities
• Oversee recruitment strategy, workforce planning, employee engagement, performance management, and succession planning
• Drive training effectiveness, quality assurance, audits, compliance, and complaint management
• Strengthen profitability through financial performance monitoring, utilization management, and process optimization
• Represent service delivery in senior management forums and client presentations
• Lead business continuity planning and disaster recovery for the service delivery platform

Required Experience & Qualifications

• Minimum 8 years of management experience, ideally within lifestyle, concierge, or service delivery environments
• Strong leadership experience across operations, training, and quality
• Proven experience in multi-cultural, matrix, and regional organizations
• Solid background in call center operations and client account management
• Strong business acumen with hands-on experience using MS Excel, PowerPoint, and Outlook
• MBA or Master’s degree preferred
• Excellent written and verbal communication skills in English and local language
• Willingness to travel as required

If you are a results-driven service leader with a passion for premium customer experience, technology-led operations, and people development, this is an exciting opportunity to make a regional impact with a global brand.

📩 Apply now or reach out for a confidential discussion.